RETURN GUIDELINES
The customer shall inspect all goods on delivery and shall within three (3) days of delivery notify Roof Extenda Pty Ltd in writing of any alleged defect, damage, or failure to comply with the advertised product, photo, description or quote.
If the customer fails to comply with these guidelines, the goods shall be conclusively presumed to be in accordance with the terms and conditions and free from any defect or damage.
Roof Extenda Pty Ltd will cover shipping expenses for any return that complies with these guidelines.
A return can be made if:
Photos must be sent to verify damage.
Goods will not be eligible for return if they have been used, there is further damage, marking or engraving on the item. Goods must be returned with the same packaging and in same condition they are received.
DAMAGED RETURNS
During checkout we offer shipping insurance to cover goods that are lost or damaged during transit. Roof Extenda Pty Ltd is not responsible for any loss or damage during transit if the customer has not registered for shipping insurance.
INCORRECT PURCHASES
If an incorrect purchase was made by the customer and the product is unwanted, we will be happy to exchange a product, providing it is within 30 days of purchase. The product must be unopened, unused, in brand new condition have all original packaging.
If a return is due to an incorrect purchase, you will be required to ship the product at your expense both ways. Once product is received to our warehouse, we will ship your new order.
RETURN PROCEDURE
If your order complies with the above guidelines and you wish to request a refund or product exchange, please contact:
Roof Extenda Pty Ltd by calling 03 5978 8755
alternatively please email: sales@roofextenda.com.au
After organising the return of the item(s) you will be emailed an authorised return label. Then you will send the parcel using the return label at closest Australia Post.
If a return is due to an incorrect purchase, and you require replacement stock, you will be required to return the goods to our factory address and re-shipping at your expense.
Once the item(s) has been received a Customer Service Representative will make contact and action the return within 2 business days.
If a refund is applicable, it will be processed immediately after contact has been made and details obtained.
In the event of an exchange, the replacement item(s) will be sent within 2 business days of receipt of the original item(s).
Important – When returning an item, you must include a copy of your invoice along with all paperwork associated with the return process: i.e.: original email, a brief of your contact and date, along with whom you spoke with within our organisation.
REFUND METHOD
If a refund is applicable, it will be processed within 2 business days of receiving the returned item. The refund will be processed the same way you completed the initial transaction. Depending on how and whom you used to pay for your goods, a refund may take up to five business days to appear in your account.
RESPONSIBILITY FOR RETURN SHIPPING COSTS
Return and exchange shipping costs will be paid by Roof Extenda Pty Ltd unless the item(s) is being returned due to customer error or change of mind.
