Customer information
Terms and conditions
Terms for shopping with Avant-Garde Hardware, including retail orders, Trade accounts and custom fabrication.
Prepared for local review: 18 October 2026
1. Who you are buying from
Avant-Garde Hardware is operated by Avant-Garde Glass Pty Ltd, ABN 90 612 383 276, trading from Sydney, New South Wales, Australia. In these terms, we, us and our mean that company.
For orders, returns, privacy questions or complaints, contact our team by email or our contact form. Please contact us before sending goods back so we can supply the appropriate return instructions.
2. Your rights come first
Nothing in these terms excludes, limits or replaces rights or remedies that cannot lawfully be excluded, including under the Australian Consumer Law. Applicable consumer guarantees can also protect business buyers; having a Trade account does not itself remove those rights.
Read our Returns and refunds policy for help with goods that are faulty, damaged, incorrect or not as described. Change-of-mind conditions are separate from statutory rights.
3. Orders, availability and payment
Check the product, finish, size, quantity, delivery details and total before paying. Prices are in Australian dollars and include GST where applicable. Delivery is shown separately before payment. Standard online orders are payable when placed; Trade accounts are not credit accounts and do not provide 30-day payment terms.
An automatic order acknowledgement records receipt of your order. We confirm supply through the order confirmation or dispatch communication. If an item is unavailable, a genuine pricing error occurs or we cannot supply as ordered, we will contact you, explain the options and refund amounts for goods we cannot supply. We will not substitute products or charge a higher price without your agreement.
Payment options are the methods available at checkout. Please do not send payment-card numbers or security codes by email or upload them with an enquiry. Contact us promptly if you need to change or cancel an order; see the returns policy.
4. Product details and installation
Use the selected product specifications and drawings to confirm overall length, fixing centres (C-C), projection, finish, supply quantity and supported door thickness. Overall length is not the distance between fixing holes. Entrance pulls marked back-to-back pair contain a pair; accessories and other products follow their own stated supply quantity.
Where specified, standard timber and glass fixing sets are included for doors up to 50 mm thick. Optional single-handle conversion kits and longer fixing kits are only suitable where the product and door permit. The over-50 mm kit supports doors over 50 mm and up to 80 mm; contact us to confirm the maximum supported thickness for over-80 mm kits. Each selected kit follows the handle-pair quantity ordered. Optional extras and their prices are shown before purchase.
Ask us about missing measurements or suitability before ordering. Have a suitable installer confirm fixing requirements and any relevant building, fire-door or accessibility requirements. Glass holes and preparations must be agreed with your glazier before toughening. Product information does not promise suitability for every door or certified installation. These checks do not remove our responsibility for accurate descriptions or advice.
Screens and natural materials can vary in appearance. We will describe significant material or finish variation; this does not excuse supplying a different finish or a product that fails to match its description.
5. Delivery and returns
Our Shipping and delivery policy explains postcode rates, remote areas and delivery issues. Our Returns and refunds policy explains statutory remedies and the separate 30-day change-of-mind option, including its 5% restocking fee and the $25 shipping and handling contribution for orders dispatched with free shipping. Read these before placing an order.
6. Trade accounts and pricing
Relevant businesses can register with business and contact details, an ABN and confirmation that they represent an eligible business. Eligible businesses receive instant access on successful registration, with no waiting for approval. Existing customers should sign in to upgrade the same account and retain order history.
Trade gives 10% off eligible regular-priced products; Trade Plus gives 15% after AUD $2,500 qualifying spend in a rolling 12-month period. The threshold-crossing order keeps its original price. For eligible products, the lower of your trade price and the active public sale price applies; discounts and coupons do not stack. Delivery is separate.
The Trade account terms define qualifying spend, exclusions, refunds and future tier changes. They form part of these terms for Trade members.
7. Custom design and fabrication
A custom enquiry is a request for assessment, not an accepted fabrication order. Send dimensions, fixing centres, door details, material or finish preferences, quantity and any drawings or reference photos you are entitled to share. We review feasibility, confirm the scope and quotation, prepare CAD drawings for review and fabricate after the required approvals.
The written quotation must set out the agreed design, tolerances where relevant, materials, finish, price, design or CAD charges, deposit or payment stages, lead time and delivery arrangements before you commit. No standard deposit percentage or universal fabrication lead time is promised by this website. Changes to an approved design require agreement about any price or timing changes before proceeding.
If you request cancellation, contact us promptly. Any agreed charge must reflect reasonable work completed or costs already committed that cannot reasonably be recovered; we will explain the calculation. Deposits are not automatically forfeited. Completed bespoke goods are outside the standard change-of-mind offer, but applicable statutory remedies remain available.
Approval of a drawing does not remove our responsibility to fabricate to the agreed specification or provide services with the care and skill required by law. Ownership or permitted use of CAD deliverables, tooling and design work must be agreed in the quotation; an enquiry does not transfer your intellectual property to us.
8. Accounts, reviews and submitted material
Provide accurate details, keep account credentials secure and tell us promptly about suspected misuse. Use the site lawfully and do not upload malware, infringing material or misleading reviews. Reviews should describe a genuine experience and must not include private information about other people.
You keep rights in material you submit. You permit us to use it only as reasonably necessary to handle the enquiry, prepare the agreed design, supply your order or display a review you submit for publication. Private project photos are not permission to use them in advertising. Our website text, branding and images must not be copied for commercial reuse without permission.
9. Fair account administration and changes
We may investigate inaccurate business details, account misuse or attempts to manipulate pricing or qualifying spend. Where reasonable, we will explain concerns and allow you to respond before restricting Trade access. Urgent restrictions may be necessary for security or fraud prevention. Restrictions do not erase paid orders, refund rights or statutory remedies.
We may update these policies for future transactions. The version applying when an order is placed continues to govern that order. We will give reasonable advance notice of material changes affecting ongoing Trade benefits; changes will not retrospectively reprice paid orders or cancel accrued legal rights.
10. Questions, complaints and governing law
Contact our team by email with your order number where relevant, the issue and the outcome you seek. We will investigate and respond within a reasonable time. If unresolved, you may seek assistance from NSW Fair Trading or the relevant consumer agency, court or tribunal.
These terms are governed by the laws of New South Wales and applicable Australian law. This does not prevent you using a court, tribunal or statutory protection available to you elsewhere. Your statutory rights and available dispute-resolution avenues are preserved.