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.
DISCOUNT CODES
Must be applied according to the Terms of the discount code. We cannot apply the code and offer refund of the discounted amount once payment has been taken.
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 unless purchased 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.
PRE-ORDERS
You understand that the stock is still to arrive and is currently not in the warehouse
and that you are pre-ordering stock
Payment at the time of pre-ordering secures the products you require for when they arrive
Pre-orders will be fulfilled in the date of receipt of the order
At the time of pre-ordering, the ETA is as per the product information. This can change due to circumstances beyond our control eg Port disputes, transportation delays
Other in-stock products ordered at the time of the Waterpot pre-order will be sent when the Pre-ordered item arrives. Please place a separate order and pay the shipping for the other items
You will receive confirmation of receipt of your order and it will show that the items are pre-ordered.
You will receive an email advising when your order has been fulfilled
You will receive tracking information.
COMBINING MULTIPLE ORDERS
If you place multiple orders and want them to be combined, please send an urgent email to info@upontherooftop.com.au . We recommend not placing the subsequent orders but advising us by email so that we can add any additional items to your pre-existing order and send an e-invoice for the balance.
We will do our best to do so; however, due to the volume of orders we receive and the speed of fulfilment, it may not be possible, as orders are completed in receipt order.
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 shipping within Australia and NZ
Shipping delays are beyond our control. Please expect delays in processing and transit times during peak periods, such as sales, Black Friday, Christmas, and industrial disputes.
If you are not at the premises, the freight partner may leave it in a place they deem 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.
International
We currently ship to New Zealand.
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. Up on the Rooftop is not responsible for delayed items.
Any claims for damaged goods must be made within days of receipt of goods via email to info@upontherooftop.com.au. Please include photos and a description of the issues.
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 a potential fraud as
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.
Cancellations of orders may be requested in writing to 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 a photo of what you received, including the packaging and the Item code or product name of the Item you ordered, and we will investigate the matter.
REFUNDS AND RETURNS
Any requests for a refund will be handled in accordance with our Refunds & Returns Policy outlined 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 you are fully aware of your rights regarding 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.
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 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 and an Approval Code provided. These must be complied with to receive a refund or credit note. The return address will be provided with the Approval Code.
If approved, return postage, insurance and claims for the cost of any damage en route 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 $9.50 Restock/Administration fee will be charged on returned items except in the case of exchanges.
INCORRECT ADDRESSES/COURIER NOT ABLE TO DELIVER/ATTEMPTED DELIVERIES
Failure to provide a correct address at which a Freight Partner can deliver, the item is not collected from post offices, will incur a Returned to Sender/Return To Sender/Handling/return to stock fee (in the case of a refund) will be charged per parcel of $13.10, 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. We recommend that you retain the tracking code provided by the post office at the time of post as you will require this if the parcel should suffer misadventure in transit or loss or theft.
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 2024)
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 2025