Refund policy

Returns, Warranty & Damaged Goods Policy

All products sold by Factory Direct Roofing are custom-made to order. As a result, we do not accept returns for change of mind or incorrect ordering.

This allows us to offer factory-direct pricing and manufacture each order specifically for your project.

Damaged Goods & Delivery

Please inspect your order immediately upon delivery.

  • Confirm all items are present and undamaged before signing the delivery docket
  • If damage or shortages are identified, this must be noted on the delivery docket
  • Photographic evidence is required for all damage claims

All damage claims must be reported within 7 days of delivery.

📧 Email: sales@factorydirectroofing.com.au

Do not install damaged goods. Any installed items are deemed accepted and fit for purpose.

This process follows manufacturer requirements under the Delta Panels damaged goods policy available on their website.

Warranty

All products are covered by manufacturer warranties provided by Delta Panels.

  • Insulated Roof Panels: 20-Year Structural Warranty + 10-Year Paint Finish Warranty
  • Wall Panels: 20-Year Structural Warranty + 10-Year Paint Finish Warranty
  • Steel Beams (DeltaBeam): 20-Year Structural Warranty + up to 20-Year Finish Warranty

Warranty covers defects caused by manufacturing only. Approved claims will be repaired or replaced at the manufacturer’s discretion.

Warranty does not cover:

  • Incorrect installation or non-compliance with instructions
  • Damage during handling, storage, or installation
  • Storms, extreme weather, or environmental conditions
  • Normal wear, cosmetic appearance (e.g. oil-canning), or misuse

Non-Returnable Items

The following items cannot be returned:

  • Cut-to-length insulated panels
  • Custom flashings and trims
  • Made-to-order kits and components
  • Special order items

We also do not accept returns for sale items or gift cards.

Order Responsibility

Customers are responsible for ensuring:

  • Correct measurements
  • Accurate quantities
  • Appropriate product selection

If you are unsure, please contact us prior to ordering.

Refunds

Refunds are not provided for change of mind or incorrect orders.

If a product is confirmed as faulty or incorrectly supplied:

  • The item will be inspected
  • A repair or replacement will be arranged where applicable
  • Refunds may be issued if replacement is not possible

Approved refunds are processed within 10 business days to the original payment method.

Contact

For all damage claims, warranty requests, or questions:

📧 sales@factorydirectroofing.com.au