JSIU ROOFING PTY LTD – Online Orders Return & Refund Policy
At JSIU ROOFING, we stand behind the quality of our roofing products, tools, and materials. Our return policy is designed to be straightforward and fully compliant with the Australian Consumer Law (ACL).
1. Australian Consumer Law Guarantee
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
2. Change of Mind Returns
If you order the wrong item or no longer need a product:
- Timeframe: You must request a return within 10 days of receiving your delivery.
- Condition: Items must be unused, uninstalled, in their original packaging, and in resalable condition.
- Return Freight: Return shipping costs are the responsibility of the customer.
- Restocking Fee: A 15% restocking fee applies to change-of-mind returns to cover handling and processing.
3. Exclusions (Non-Returnable Items)
To ensure safety and material integrity, the following items cannot be returned for a change of mind:
- Custom-cut or fabricated flashings, cappings, and sheet metal.
- Special bulk/custom ordered roof tiles or color-matched materials.
- Open, unsealed, or partially used chemicals, sealants, adhesives, and coatings.
- Clearance, final sale, or modified items.
4. Damaged, Defective, or Incorrect Deliveries
Roofing materials can occasionally suffer transit damage or misdistribution.
- Reporting Period: Inspect all goods upon delivery. Any damage, defect, or missing item must be reported within 48 hours of receipt.
- Process: Email photos or video of the issue, along with your tax invoice/order number, to our support team.
- Resolution: If confirmed, we will arrange a replacement, repair, or full refund (including return shipping) at no additional charge to you.
5. How to Initiate a Return
- Contact us with your order number, invoice details, and the reason for the return.
- Once approved, you will receive a Return Merchandise Authorization (RMA) number and delivery instructions.
- Securely pack the item and send it to our nominated depot/address.
- Refunds are processed to the original payment method within 3–5 business days of receiving and inspecting the returned goods.