Up on the Rooftop (A.B.N.52 631 086 001) (we, us, our, or Up on the Rooftop) makes every effort to be fully transparent at all times. Accordingly, we have developed this Refunds & Returns Policy to ensure that you are fully aware of your rights with respect to refunds and returns.
Returns and Refunds
If you are concerned about your entitlement to a refund or exchange, we recommend that you read on to learn about your rights and our obligations to you.
Your entitlement to a refund or exchange
You will be entitled to a refund or exchange where we are required to do so under any relevant laws, including the Australian Consumer Law. You may ask for a refund or exchange, if an item has a major problem, or is significantly different to what you asked for.
In the event that you believe that you are entitled to a refund or exchange, you must provide us with:
You will not be entitled to a refund or exchange where you have changed your mind or the product does not suit your needs, so please choose products carefully and check your order on placement. In the event that a return is approved, we will inform you of the conditions under which a return will be accepted. These must be complied with to receive the refund or credit note. If approved, return postage, insurance and claims for the cost of any damage enroute will be the responsibility of the customer. We reserve the right to charge a 10% restock/administration fee.
Incorrect Address "returned to sender"/ Couriers not able to deliver charges/ Attempted delivery charges
Requests for refund ensuing from failure to provide a correct address, address at which a postal service/courier is able to deliver, failure to be at the premises if signature is required for which a re-charge, penalty fee or additional freight costs are incurred will be the responsibility of the Purchaser. Additional freight charges will be borne by the Purchaser. A Returned to Sender/Handling/return to stock fee (in the case of a refund) will be charged per parcel and will be the greater of additional returned freight costs or the return to sender fee charged by the courier.
Returning items to us
If you wish to request a return of an item to us, this must be done within 3 days of receiving the item or as soon as possible after becoming aware of an issue prompting your request for a refund or exchange. Delayed claims for refunds or exchanges may lead to your request for an exchange or refunds being rejected.
We reserve the right to assess the condition of a returned item prior to offering a refund or exchange. This may result in a refund or exchange being refused by us. You may be entitled to a refund equal to the cost of the item only. You may be entitled to an exchange for an identical item, or one of a similar value.
How to return items if approved:
Package the item/s in a shipping bag or box that will prevent damage in transit. We recommend similar packaging to what you originally received the item/s in. If possible, include the original box for the returned item. Instructions will be confirmed at the time a return is approved by us.
Up on the Rooftop takes no responsibility for items that are returned but become lost or not delivered to us. If you are concerned about loss or damage in transit, you should consider adding tracking or insurance. However, this is at your sole discretion, and Up on the Rooftop makes no representations or warranties in relation to the security of returned item/s.
Send the item/s to Up on the Rooftop at PO Box 880, St Ives, New South Wales 2075.
Upon receipt of the item/s, we will inspect them and if they are returned in accordance with this Refunds & Returns Policy and we are satisfied that you are entitled to a refund or exchange, we will issue you with a refund or exchange.
Return delivery charges
We recommend you return the item to us via Registered Post so that the delivery can be tracked. All shipping costs will be the responsibility of the customer, until such time that we have confirmed that there is a fault with a product or that we have made a shipping error.
Provision of refunds or exchanges to you
If after assessing the condition of the returned item/s, your refund is approved, we will send you an email confirming that your refund will be issued. Refunds will generally be processed within five (5) to seven (7) days of our receipt of returned items. Original shipping charges will not be refunded if the order was fulfilled and dispatched.
All refunds will be issued via the same payment method used to purchase the items. There may be delays in the provision of the refund that may be caused by the issuing bank.
Please email us if you have any questions regarding our Refunds & Returns Policy.
Refunds & Returns Policy last updated on 3 September 2019.