Returns, Refunds & Warranty Policy
Last Updated: 25 June 2026
At Over and Above Roofing Supplies, we are committed to supplying quality products and providing exceptional customer service. This Returns, Refunds & Warranty Policy outlines the conditions under which products may be returned, exchanged or refunded, and explains your rights under the Australian Consumer Law (ACL).
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
1. Change of Mind & Excess Materials Returns
We understand that project requirements can change and, in some cases, excess materials may remain following the completion of a project.
Subject to the conditions outlined below, Over and Above Roofing Supplies may, at its sole discretion, accept returns for change of mind purchases and eligible excess stock.
To qualify for a return, products must:
- Be returned within 14 days of the original purchase date unless otherwise agreed in writing.
- Be in their original, unopened and resalable condition.
- Include all original packaging, labels and accessories where applicable.
- Be free from damage, weather exposure, corrosion, adhesive residue, markings or signs of installation.
- Be accompanied by proof of purchase.
Returns that do not meet these requirements may be refused.
Approved returns may incur a restocking fee of up to 20% to cover handling, inspection, repackaging and supplier charges.
Original delivery charges are non-refundable.
Customers are responsible for return freight costs unless otherwise agreed.
2. Excess Materials
Roofing and construction projects often require estimated quantities of materials. Customers are responsible for ensuring that the quantities ordered are appropriate for their project.
Where excess stock remains after project completion, Over and Above Roofing Supplies may accept the return of eligible stock items at its sole discretion.
Acceptance of excess materials is subject to:
- Inspection upon return.
- Current stock demand.
- The product remaining suitable for resale as new.
- Compliance with the conditions outlined in this policy.
The following products are generally not eligible for return as excess materials:
- Custom fabricated flashings.
- Cut-to-length products.
- Special order or non-stock items.
- Colour-specific products ordered on request.
- Products showing signs of installation.
- Products damaged during transport, storage or handling after delivery.
- Weathered or corroded products.
- Clearance or discontinued products.
Acceptance of excess materials remains entirely at the discretion of Over and Above Roofing Supplies and does not affect your statutory rights under the Australian Consumer Law.
3. Special Order & Non-Stock Items
Products specifically ordered, custom manufactured, fabricated or sourced at the customer's request are generally not returnable.
This includes, but is not limited to:
- Custom flashings.
- Made-to-order metal roofing products.
- Cut-to-length materials.
- Special colour orders.
- Non-stock supplier items.
- Custom fabricated accessories.
These products are purchased specifically to fulfil individual customer requirements and cannot generally be resold.
Exceptions apply only where required by Australian Consumer Law.
4. Damaged, Incorrect or Missing Goods
Customers should inspect all goods immediately upon delivery or collection.
If goods are:
- Damaged;
- Defective;
- Incorrectly supplied; or
- Missing from your order,
please notify Over and Above Roofing Supplies as soon as reasonably possible, preferably within 48 hours of receiving the goods.
Photographs may be requested to assist in assessing freight damage or warranty claims.
Where appropriate, we may:
- Replace the product;
- Repair the product;
- Supply missing items;
- Issue a refund; or
- Provide another remedy available under Australian Consumer Law.
5. Faulty Products
Where a product is believed to have a manufacturing defect, we will assess the claim in accordance with the Australian Consumer Law and any applicable manufacturer's warranty.
Depending on the circumstances, we may:
- Repair the product;
- Replace the product;
- Refund the purchase price; or
- Arrange assessment by the manufacturer.
Some products may need to be returned or inspected before a warranty claim can be approved.
6. Products Installed Before Inspection
Customers should inspect products before installation.
Over and Above Roofing Supplies cannot accept responsibility for costs associated with removing, reinstalling or replacing products where an apparent defect or incorrect product could reasonably have been identified prior to installation.
Nothing in this clause limits your rights under the Australian Consumer Law.
7. Manufacturer Warranties
Many products supplied by Over and Above Roofing Supplies are covered by manufacturer warranties.
Warranty periods and conditions vary between manufacturers.
Manufacturer warranties generally require products to have been:
- Installed correctly.
- Used for their intended purpose.
- Maintained in accordance with manufacturer recommendations.
- Installed in compliance with applicable Australian Standards and the National Construction Code (NCC).
Warranty assessments may require inspection by the manufacturer.
8. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product experiences a major failure, you are entitled to:
- A replacement or refund; and
- Compensation for any other reasonably foreseeable loss or damage.
If the failure is not major, you are entitled to have the goods repaired or replaced within a reasonable time.
Nothing contained within this policy limits any rights you may have under Australian Consumer Law.
9. Items Not Eligible for Return
Unless required by Australian Consumer Law, we do not accept returns for:
- Special order products.
- Custom fabricated items.
- Cut-to-length materials.
- Installed products.
- Products altered after supply.
- Goods damaged after delivery.
- Products incorrectly stored or handled by the customer.
- Weather-exposed or corroded materials.
- Clearance or discontinued stock.
- Products returned outside the approved return period.
10. Return Procedure
Before returning any goods, customers should contact Over and Above Roofing Supplies to obtain return approval.
Please provide:
- Invoice or proof of purchase.
- Product details.
- Quantity being returned.
- Reason for the return.
- Photographs where applicable.
Unauthorised returns may not be accepted.
11. Refunds
Approved refunds will generally be processed using the original payment method wherever possible.
Refund processing times vary depending on your financial institution.
Delivery charges are generally non-refundable unless:
- Goods were supplied incorrectly;
- Goods were defective; or
- A refund is otherwise required under Australian Consumer Law.
12. Return Freight
Unless goods are confirmed to be faulty or incorrectly supplied, customers are responsible for all costs associated with returning products.
Where Over and Above Roofing Supplies determines that goods were supplied incorrectly or are covered by warranty, we will advise the appropriate return arrangements.
13. Contact Us
For returns, warranty claims or assistance regarding this policy, please contact:
