IMPORTANT NOTE TO ALL CLIENTS

​

When a piece of Murano Glass is broken, it cannot be repaired for a number of reasons. Unfortunate though it is, we can still have a SIMILAR one made NEW for OLD via your HOUSEHOLD HOME and CONTENTS insurance.  SO to recap, replacing is the only option as repairing any piece will not mean a retention in its original value. Once broken, they are worthless

​

Murano Art Glass Australia can have virtually any art glass item replaced NEW for OLD via your household home and contents insurance.  Becasue we have access to over 20 of the leading glass blowing furnaces in Venice, almost anything can be replaced issued with full documentation of both origin and authenticity. Please CONTACT US to find out how.  By clicking the CONTACT US, you are aware of and have agreed to the terms and conditions set out below.

​

Clients please note - Once production of your MADE TO ORDER item commences - NO REFUNDS will be made.  You will be made fully aware of technical constraints in producing your item and if you specifically request any changes to or alterations to or from an original design, you have agreed to grant the producing furnace in Venice "FULL ARTISTIC LICENCE" and indemnify MURANO ART GLASS AUSTRALIA from any liability in relation to all production aspects of your piece. 

​

Consumers have rights under Australian Consumer Law in relation to both Goods and Services with Consumer Guarantees in place to provide adequate protection.

 

Imagery of your finished product will be provided to you when completed and if you have simply "CHANGED YOUR MIND" about the look and / or anatomical features of figurines or other specialised pieces once the image has been provided, under ACL, we DO NOT OFFER REFUNDS OF ANY KIND.  As your order is a MADE TO ORDER item, you understand that MURANO ART GLASS AUSTRALIA will not offer ANY REFUNDS as the item your order has been made especially for you and cannot be resold.

​

Once your order has been placed, you the Consumer has accepted full and total ownership of the piece

​

TERMS AND CONDITIONS - AUSTRALIAN CONSUMER LAW - Australian Clients

​

All Australian have rights under Australian Consumer Law if your goods are damaged and / or faulty and do not meet consumer guarantees.  Please refer to relevant Australian Consumer Law.  As all NEW and replacement Murano Glass products are MADE TO ORDER / PERSONALISED / CUSTOM ORDERS, You our client have specifically chosen us to recreate your item and as such, these items are NON-REFUNDABLE.  Sellers do not have to offer a refund policy on MADE TO ORDER items and due to the unique nature of our services / products, we DO NOT offer refunds.

​

REFUNDS / RETURNS and EXCHANGES POLICY

​

CUSTOM ORDERS - Please be aware that ALL products ordered from Murano Art Glass Australia ARE CUSTOM MADE PRODUCTS that cannot be refunded, returned or exchanged at any time

​

To be eligible for a refund, goods must have either failed to meet the Consumer Guarantees or have been considered to have a MAJOR of MINOR problem

​

MAJOR PROBLEMS - Consumer chooses remedy

MINOR PROBLEMS - Retailer chooses remedy

​

IMPORTANT NOTE - A supplier does not have to give a refund when a consumer simply changes their mind about the product and no longer wants it.  But a supplier can have a policy to offer a refund or credit note when this happens. If so, they must abide by this policy.

​

CANCELLATIONS AND REFUNDS

​

You can’t cancel a service contract or get a refund if the problem was outside the control of the provider or if you:

​

• changed your mind (Do not like the finished product)

• insisted on having a service provided in a particular way, against the provider’s advice (please read CHANGES OR ADDITIONS MADE TO STANDARD MODELS) below

• failed to clearly explain your needs to the provider

• ​

WARRANTIES - Warranties do not apply to made to order / special commission Art Glass products such as figurines, vases or other forms as these are strictly for collecting, investment and display purposes only and do not involve regular use.  Warranties apply on all items such as Lighting etc but only if due to defective production and / or electrical faults.

​

TERMS OF ORDERING - MADE TO ORDER / SPECIAL COMMISSION / PERSONALISED HAND BLOWN GLASS

​

We clearly state on our website in accordance with Australian Consumer Law and consumers rights, that should you CHANGE YOUR MIND upon viewing your finished made to order item and you do not like it, that NO REFUNDS will be made or considered.  We clearly explain the technical constraints and difficulties that may be encountered during production and that we cannot resell this / these items as they are a special order made intently for you.

​

FAULTY GOODS / ITEM FAULTS - As all items are individually hand blown by the finest Master Glass blowers in the world, when dealing with glass certain anomalies may and do occur such as glass expansion lines, bubbles or other uncontrollable phenomena.  This is completely normal with any mouth blown glass item and as such, WILL NOT be considered as being a FAULT for Consumer Law purposes.

​

IMAGES / IMAGERY - Any images provided to us have been done so with your consent.  Images provided that will be used in creating your MADE TO ORDER / SPECIAL COMMISSION / PERSONALISED GLASS will be provided to the furnaces in Venice.  You as the client fully consent and agree that in placing your order, that the images provided will be studied in order to reproduce your made to order item, as closely as possible to the original lost, broken, stolen or damaged item.  Murano Art Glass Australia will NOT be responsible for refunds if you do NOT LIKE your item and CHANGE YOUR MIND.  WE cannot resell your item as it has been personalised to your requirements.

​

CHANGES OR ADDITIONS MADE TO STANDARD MODELS

​

Clients may request changes in the colours of an item (if possible) such as the colour of Chandeliers, adornments such as droppers or glass faceting, shapes and sizes including height, width and depth etc.  Should a client request changes to or additions made to standard models such as colors or additional features they do so at their own risk.  You the client understands that MURANO ART GLASS AUSTRALIA has advised and counseled you that these changes will be at your own risk and that you have agreed to the changes to be made "IF" they are technically possible.  When your item has been produced, the changes you approved are NOT considered to be, nor can they be deemed as a "fault" or "faulty".  In addition, if you do not like the finished product, this is deemed as a "change of mind" as you have been made fully aware of the above prior to placing your order.

 

Clients also understand that due to the incredible technical difficulty of mouth blowing Glass items, that anomalies may occur that are totally outside of the control of the Glass blowers creating your MADE TO ORDER / SPECIAL COMMISSION / PERSONALISED item. 

​

MURANO ART GLASS AUSTRALIA is committed to providing the finest MADE TO ORDER Venetian Glass from Venice to our clients around the world.