RETURNS
IMPORTANT INFORMATION
Please note that in the most part Roof Crowd cannot accept returns – this is due to the majority of our products being custom made to order. We ask that you take extra care when placing orders particularly when specifying materials, colours, finishes, measurements and the likes. Please check each product page for detail on whether a product qualifies for returns. There are very limited products that can be returned. For qualifying product returns we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at mark@roofcrowd.co.nz.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not New Zealand, shipping your goods may take longer than expected.
You can always contact us for any return questions at mark@roofcrowd.co.nz
DAMAGES & ISSUES
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
As stipulated above and noted on each product page – many of our items cannot be returned i.e. all of our custom products (such as made to order roofing profiles, flashings, cladding, spouting & guttering). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please note that there are no returns or exchanges on many of our items due to their custom-order nature. Please take care when placing your order that information, materials, specifications, colours and measurements are as you require them.
REFUNDS
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at mark@roofcrowd.co.nz.