Refund policy

At Mirrors by Reflect®, we’re committed to looking after our customers and providing a fair and transparent returns process. Our mirrors are large, fragile products and are carefully packed in specialised protective packaging for transport.

We ask all customers to inspect their mirror carefully upon delivery and before installation or disposal of any packaging.

Cancelling an Order

If you change your mind before your order has been dispatched, you’re welcome to cancel your order for a full refund, including shipping.

Please email hello@mirrorsbyreflect.com.au with your order number and cancellation request and we’ll take care of it promptly.

Change of Mind Returns

If your order has already been dispatched or delivered, we may accept a change of mind return subject to the following conditions:

The return must be requested within 7 days of receiving your order.
Return freight is the responsibility of the customer.
The mirror must be unused, uninstalled and returned in the same condition in which it was received.
The mirror must be returned in its original protective packaging.
Due to the fragile nature of oversized mirrors, returns without the original packaging may not be accepted, or additional repackaging and handling fees may apply.
Any damage occurring during return transit may result in a reduced refund or the return being declined.
A restocking fee may apply to change of mind returns.
If you choose a credit note instead of a refund, return freight costs still apply.

IMPORTANT: Inspect Your Mirror Before Installation

All mirrors must be carefully inspected immediately after delivery and before installation.

Before installing your mirror, please:

Remove enough packaging to thoroughly inspect the entire mirror, including all edges, corners, frame and mirror glass.
Check the mirror for cracks, chips, scratches or other visible damage.
Confirm the SKU, dimensions, colour, design and product received match your order.
Keep all original packaging until you have completed your inspection and are satisfied with the condition of the mirror.

If you discover any damage, please do not install the mirror.

the damage;
the entire mirror;
the packaging; and
where relevant, the shipping carton or delivery label.

This information helps us determine what has occurred and, where applicable, lodge a claim with our delivery partner.

Damage Reported After Installation

Installing a mirror can make it difficult to determine whether physical damage, including cracks, chips or damaged corners, was present at the time of delivery or occurred during handling or installation.

For this reason, customers should not install a mirror that shows any visible signs of damage.

Where visible physical damage is first reported after the mirror has been installed, mounted, moved after delivery, or the original packaging has been discarded, we may require additional information to assess the claim and determine the likely cause of the damage.

We cannot accept responsibility for damage caused after delivery through installation, handling, storage, moving the mirror, impact, incorrect mounting or use.

Nothing in this policy excludes or limits any rights or remedies you may have under the Australian Consumer Law.

Incorrect Product, Size or Design

Customers must check the SKU label, product dimensions, colour and mirror design before installation.

If the product delivered does not match your order, please contact us before installing the mirror so we can resolve the issue.

A mirror that has been knowingly installed despite an incorrect size, colour, SKU or design may not be eligible for a change of mind return.

This does not affect your rights under the Australian Consumer Law where the product supplied does not comply with a consumer guarantee.

Mirrors Damaged in Transit

We take great care when packing and transporting our mirrors. If your mirror appears to have been damaged during delivery, please contact us as soon as possible, preferably within 24 hours of delivery, so we can investigate promptly.

Please provide your order number and clear photographs of the mirror, damage and packaging.

Do not install a visibly damaged mirror and please retain all original packaging while your claim is being assessed.

Where we determine that the mirror was damaged in transit, we’ll work with you to provide an appropriate remedy, which may include repair, replacement or refund depending on the circumstances and your rights under the Australian Consumer Law.

Faulty Products

If you believe your mirror has a manufacturing fault or defect, please contact us at hello@mirrorsbyreflect.com.au with your order number, photographs and a description of the issue.

Manufacturing faults are different from physical damage caused during installation, handling, impact, misuse or incorrect mounting.

We’ll assess the issue and provide an appropriate remedy in accordance with the Australian Consumer Law.

Custom Mirrors

Custom mirrors are made specifically to your requirements and cannot be cancelled or returned for change of mind once production has commenced.

This does not affect your rights if a custom mirror arrives damaged, is faulty, or does not comply with the Australian Consumer Law.

Sale & Discounted Items

Sale and discounted purchases are not eligible for return or exchange for change of mind.

Discounts and promotional codes cannot be applied retrospectively or combined with trade discounts unless expressly stated.

Promotions are valid during the advertised promotional period only and cannot be applied to previous purchases, pre-orders or orders already dispatched.

Your rights under the Australian Consumer Law continue to apply to sale and discounted products.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Returns, Refunds & Damage Policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.

Our goal is always to resolve genuine issues fairly and promptly. If something has gone wrong with your order, please contact us and give us the opportunity to investigate and make it right.