Purchases, Returns, Refunds and Shipping Policy

PURCHASE & SHIPPING TERMS

Thank you for shopping with Up on the Rooftop. We trust that you have enjoyed your shopping experience with us and we look forward to offering you new and exciting products in the future.

We would like you to read our Purchase & Shipping Terms carefully to ensure that you are fully aware of your rights when purchasing items (Items) via the Up on the Rooftop website (our Website).

Your order signifies your agreement to be bound by these Purchase & Shipping Terms, which constitute the agreement between the Owner as Up on the Rooftop (A.B.N.52 631 086 001) (we, us, our, or Up on the Rooftop) and you.

PURCHASES

You must provide complete and accurate details at the time of making your purchase. You may be required to provide additional details upon our request to ensure the accuracy of your order.

You must enter the correct delivery address and delivery instructions at the time of placing your order. If you enter an incorrect address, Up on the Rooftop is not obliged to re-send the order to the correct address at our own expense. Please email us immediately if you submit your order and then realise that you have entered an incorrect delivery address or delivery instructions.

PURCHASE PRICE

All prices quoted on the Website, or pursuant to any enquiry that you may make with us, are in Australian Dollars (AUD) and for Australian orders include GST .

We reserve the right to vary the prices displayed on the Website from time to time and without notice .

Our prices do not include insurance or any secondary attempts to deliver Items to you.

PAYMENT

Up on the Rooftop accepts payment via PayPal and Afterpay and some credit cards.

After you make payment for your order, you will receive a transaction confirmation email, which confirms receipt of your order.

In the event that Up on the Rooftop does not receive cleared funds after 48 hours of you submitting your order, we will email you at the email address nominated in your order to communicate about your payment.

SECURITY 

We recognise that protection and safety of information relating to your credit card is very important. Therefore, we provide you with a very safe and stress-free online shopping experience.

We do not store your credit card details at any time so consumer confidence and satisfaction is assured at all times.

PROCESSING OF ORDERS

We ship several times a week from our Sydney warehouse. 

SHIPPING

Shipping within Australia and NZ will be via the freight partner that offers the most efficient and reliable service at an affordable rate for the customer. Only one shipping address is permitted per order  covered by the shipping rate - no split orders.

We offer Flat Rate Shipping of $12.00 within Australia and Free shipping for first orders where customers  join the VIP email list by signing up via the pop-up on the webstore . This applies to first orders, minimum spend of $80 and is valid once only. During Sales or Offer periods other codes and discounts will usually not be valid and this will be mentioned in the Ts&Cs of the Sale/Offer.

A Flat rate of AUD17 is available for orders to NZ . Free shipping is not available to NZ - apologies to our Kiwi friends.

We offer Shipping Protection at the checkout. Get peace of mind with the Guarantee in the event your delivery is damaged, stolen, or lost during transit.  If Shipping Protection is not purchased, your parcel is not covered for loss, damage, theft or any other misadventure and we will not be able to compensate you.

Shipping delays  are beyond our control.

If you are not at the premises, the freighht partner may leave it in a place they deem as safe. If this is unacceptable to the customer they should nominate an address at which someone will be in attendance or a business address, post office box, parcel locker or parcel collect address.

Proceeding with your order agreement will constitute acceptance of these terms and conditions. Customers must pursue any lost or delayed parcels with the courier mentioned in the confirmation email. These conditions are beyond our control and we accept no responsibility for the parcel once it has left our premises. Please be aware of this before purchasing.

International

We currently ship to New Zealand. Free shipping does NOT apply.

DELIVERY TIMEFRAMES

We cannot guarantee delivery times. However, there may be times where shipping will take longer (for example, during peak times such as Christmas). Delivery of your order may also be delayed if you provide us with an incorrect delivery address. When you are provided with the tracking number you can check on the Carrier's website for lastest information regarding delays. We do not accept any responsibility for the parcel once it leaves our warehouse.

DELAYS, LOST ITEMS, DAMAGE

All enquiries must be made with the freight partner as indicated by the tracking number supplied. We are not responsible for any delays, lost or damage once your order leaves the warehouse. We are not  liable for any lost, stolen, damaged or delayed items. If you require full insurance for your item please email info@upontherooftop.com.au.

Should we agree, under a circumstance to send items as replacements, the free shipping of these items will cover only the items being replaced. Should there be any additional items added to the initial order of items, the prevailing Flat Rate shipping charge will apply to the additional items.

Any claims for damaged goods must be made within two (2) months of receipt of goods and will be covered if Shipping Protection has been purchased at the time of purchase. 

CANCELLATION OF ORDERS

Up on the Rooftop may cancel your order, if for any reason, we are unable to provide you with the Items subject to your order. We will contact you should this occur. We reserve the right to cancel an order if it is flagged as possible fraud.

You will not be entitled to claim any additional amounts or seek compensation for any loss, expense or damage (either direct or consequential) or for any loss of time or inconvenience, which may result from such cancellation.

You are not permitted to cancel an order, unless expressly agreed to, in writing, by Up on The Rooftop.

ITEMS MISSING FROM AN ORDER

Should any Item be missing from an order, please email us with the order number and the item code or product name of the Item you ordered, and we will make the appropriate investigations. However, Up on the Rooftop will not be held responsible for lost or damaged items hence Shipping Protection is strongly advised.

REFUNDS AND RETURNS

Any requests for a refund will be handled in accordance with our Refunds & Returns Policy outtlined below.

Refund Policy

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:

  • your full name and address;
  • the original order number; and
  • the reason for claiming the refund or exchange.
  • Requests for returns must be submitted within three days of your receiving your items.

You may 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 a refund or credit note.

If approved, return postage, insurance and claims for the cost of any damage enroute will be the responsibility of the Purchaser. Until such time as the item is received in original condition into the warehouse, the item is deemed to belong to the Purchaser and their responsibility. A charge a $10 Restock/Administration fee will be charged on returns over $100 or 10% of the value if less than $100. 

INCORRECT ADDRESSES/COURIER NOT ABLE TO DELIVER/ATTEMPTED DELIVERIES

Failure to provide a correct address, address at which a Freight Partner is able to deliver, failure to be at the premises if signature is required for which a re-charge, reprocessing fee (MIn $10 is unfortunately charged by the freight carrier) 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 of $10 deducted from the refunded amount.  Freight to re-send the parcel to the Purchaser will be at full unsubsidised rate plus the reprocessing fee charged by the courier for its return to us. We reserve the right to charge or waive fees.

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

A Downsized Life T/a Up on the Rooftop

PO Box 880,

St Ives, NSW 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 tracked 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 (less applicable charges) 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. 

Inappropriate behaviour

We reserve the right to cancel and refund an order if there is unreasonable rudeness or demands made on our Staff.

Enquiries

Please email us if you have any questions regarding our Refunds & Returns Policy.

(Refunds & Returns Policy last updated on 3 September 2023)

 

CONSENT

By agreeing to these Purchase & Shipping Terms, you also consent to receive further electronic communications from us in relation to the Up on the Rooftop business, including information relating to items, competitions, promotions, special offers and any other commercial message. Of course, you may email us to unsubscribe at any time.

GOVERNING LAW

The laws of New South Wales govern these Purchase & Shipping Terms.

ENQUIRIES

Please email us if you have any questions about our Purchase & Shipping Terms.

Purchase & Shipping Terms last updated 1 January 2024