Refund & Returns Policy
OZ Gutters
Last updated: 7 October 2026
At OZ Gutters, we want you to be satisfied with your purchase and our services. This Refund & Returns Policy explains how returns, refunds, replacements and cancellations are handled.
This policy is intended to operate alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under applicable Australian law.
1. Consumer Guarantees
Under the Australian Consumer Law, products and services supplied to consumers come with certain guarantees.
Depending on the circumstances, you may be entitled to a repair, replacement, refund or other remedy if a product or service does not meet the consumer guarantees that apply under Australian law.
These rights apply regardless of whether a separate return or refund policy applies.
2. Returns for Change of Mind
If you have simply changed your mind about a purchase, a return or refund may be available at OZ Gutters' discretion and subject to the following conditions:
- The item must be unused and in its original condition.
- The item should be returned with its original packaging and accessories where reasonably possible.
- Proof of purchase may be required.
- The item must not have been specially ordered, customised or modified for you, unless otherwise agreed.
- Return shipping or other return costs may be the customer's responsibility for change-of-mind returns.
Change-of-mind returns are not a substitute for your rights under the Australian Consumer Law.
3. Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged, defective or not what you ordered, please contact us as soon as reasonably possible.
We may ask you to provide:
- Your order or invoice details
- A description of the issue
- Photographs or other information showing the damage or fault
Depending on the circumstances and your rights under the Australian Consumer Law, we may provide a repair, replacement, refund or other appropriate remedy.
If a product is damaged during delivery, please contact us promptly so we can assess the issue and determine the appropriate next steps.
4. Products That Are Not Suitable
Customers are responsible for ensuring that products are suitable for their intended application where the customer has selected the product themselves.
If you are unsure which product, component or size is suitable for your project, we recommend contacting OZ Gutters before placing an order.
Where a product is not suitable because of a customer's selection, measurements or requirements, this may be treated as a change-of-mind return and may be subject to the conditions in this policy.
This does not affect any rights you may have under the Australian Consumer Law.
5. Special Orders and Custom Products
Some products may be specially ordered, made to specific requirements or otherwise customised for a customer.
Unless required by Australian Consumer Law, specially ordered or customised products may not be eligible for change-of-mind returns or refunds.
If you are considering a special-order or customised product, we recommend confirming the specifications with us before placing your order.
6. Services and Installation
If OZ Gutters provides installation, repair, maintenance or another service, the service will be performed with due care and skill and in accordance with applicable consumer guarantees.
If you believe a service has not been performed correctly, please contact us as soon as possible and explain the issue.
Depending on the circumstances, we may arrange to:
- Inspect the work
- Rectify or re-perform the service
- Provide another appropriate remedy
- Provide a refund where required by law
Your rights under the Australian Consumer Law are not affected by this policy.
7. Cancelling an Order
If you wish to cancel an order, please contact us as soon as possible.
We will try to accommodate cancellation requests where the order has not yet been processed, dispatched, specially ordered or otherwise committed to a supplier.
Once an order has been dispatched or a specially ordered/customised product has been committed to production or supply, cancellation may not be possible except where required by law.
8. Refunds
Where a refund is approved, we will generally process the refund using the original payment method where reasonably possible.
The time it takes for a refund to appear in your account may depend on your bank or payment provider.
Where a refund is required under the Australian Consumer Law, we will process it in accordance with applicable legal requirements.
9. Return Costs
For change-of-mind returns, the customer may be responsible for reasonable return or shipping costs.
Where a return is required because a product is faulty, defective, damaged, incorrect or otherwise covered by a consumer guarantee, OZ Gutters will deal with return and associated costs in accordance with the Australian Consumer Law and the circumstances of the issue.
10. Proof of Purchase
We may request reasonable proof of purchase when assessing a return, refund, replacement or warranty claim.
Proof of purchase may include an invoice, receipt, order confirmation or other reasonable evidence of purchase.
11. How to Request a Return or Refund
To request a return, refund, replacement or service remedy, please contact us with:
- Your name
- Contact details
- Order or invoice number, if available
- Details of the product or service
- A description of the issue
- Photographs or other supporting information where relevant
You can contact us at:
OZ Gutters
Email: info.ozgutters@gmail.com
Phone: 0404 446 376
Please do not return products without contacting us first, as we may need to provide return instructions.
12. Australian Consumer Law
Nothing in this Refund & Returns Policy limits, excludes or modifies any rights or remedies available to consumers under the Australian Consumer Law, except to the extent permitted by law.
If a product or service fails to meet a consumer guarantee, you may have rights to a remedy regardless of any change-of-mind or other return conditions outlined in this policy.
13. Changes to This Policy
OZ Gutters may update this Refund & Returns Policy from time to time to reflect changes to our business, products, services or legal obligations.
The latest version will be published on this website with the revised Last updated date.
14. Contact Us
If you have any questions about this policy or would like to discuss a return, refund, replacement or service issue, please contact us:
OZ Gutters
Email: info.ozgutters@gmail.com
Phone: 0404 446 376