Returns & Refund Policy

Returns & Refund Policy

RoofBros Pty Ltd (ABN 47 647 880 199) trading as RoofBros Tile Recycling

Last updated: 24 August 2026

This policy explains how returns and refunds work at RoofBros. It applies alongside our Terms & Conditions and Shipping & Delivery.

1. Your Consumer Rights

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded, including that they are of acceptable quality and match their description. If a product has a major failure, you’re entitled to a refund, replacement, or compensation; for a minor failure, we’ll repair, replace, or otherwise remedy it within a reasonable time. The remainder of this policy covers change-of-mind returns and category-specific conditions, which sit on top of — and do not reduce — those rights.

2. New / Stocked Goods — Change of Mind

We understand plans change. For new, stocked items (i.e. goods we hold as standard inventory, not second-hand tiles or special-order/bucketed products — see below), we accept change-of-mind returns subject to the following:

  • The item is unused, unfixed, and in its original saleable condition and packaging;
  • You have valid proof of purchase (invoice or receipt);
  • You contact us to arrange the return before sending goods back;
  • The return is arranged within 30 days of purchase or delivery.


**A restocking fee of 20% of the item’s purchase price applies to all change-of-mind returns of stocked goods**, to cover handling, quality-checking and returning the item to stock. This fee is deducted from your refund. Any outward and return delivery costs are the customer’s responsibility and are non-refundable, unless the return relates to a fault covered under Section 1.

3. Special Order / Non-Stocked Goods

Some products are ordered in specifically for a customer rather than held in our standard stock. Because these are ordered from our suppliers on request, they may not be able to be returned at all, and where a supplier does accept a return, the supplier’s own restocking fee will apply — this can be higher or lower than the 20% fee that applies to our stocked goods, and is set by the supplier, not RoofBros. We’ll advise you of the applicable supplier terms and any restocking fee before you commit to a special order wherever possible. Deposits on special order goods may be non-refundable if the order is cancelled after it has been placed with the supplier.

4. Second-Hand & Recycled Roof Tiles

Second-hand and recycled roof tiles are reclaimed product and are sold, and accepted by the customer, on an “as is” basis. Because of the nature of reclaimed tiles, **second-hand tiles cannot be returned for change of mind or refunded once purchased**, other than as required by the Australian Consumer Law (for example, where tiles are not of the kind ordered).

In particular:

  • **Colour, shading, profile, and wear variation is expected** with reclaimed tiles and is not considered a fault. Because these tiles have previously been in service, their colour and condition are outside our control, and colour matching to an existing roof cannot be guaranteed. This risk is accepted by the customer at the time of purchase.
  • We strongly recommend inspecting tiles, requesting photos, or viewing/collecting a sample in person before purchasing, particularly where colour matching to an existing roof is important.
  • Once second-hand tiles have left our premises (whether collected or delivered), they are considered accepted in the condition supplied.

5. Bucketed Stock — Driveway & Roof Coatings and Paints

Driveway and roof coating products and paints sold by the bucket may be returned within **7 days of purchase**, provided the container is unopened, unused, and in its original condition, along with proof of purchase.

**Tinted or custom-mixed/modified paint and coatings cannot be returned or refunded**, as these are mixed specifically to order and cannot be resold once altered. This does not affect your rights under Section 1 if the product itself is faulty.

6. Faulty or Damaged Goods

If a product is faulty, damaged in transit (beyond what’s expected of second-hand product), or not as described, contact us as soon as possible — ideally within 48 hours of delivery or collection — with your proof of purchase and photos of the issue. We’ll assess the claim and, in line with your rights under Section 1, arrange a repair, replacement, refund, or other remedy as appropriate.

7. How to Request a Return

  1. Contact us with your invoice/order number, a description of the issue or reason for return, and photos where relevant.
  2. We’ll confirm whether the item is eligible for return and, if so, the process and any applicable fee.
  3. Please don’t return goods to us before we’ve confirmed the return — unauthorised returns may not be accepted or refunded.

8. Refunds

Approved refunds will be processed back to your original payment method (or as a credit/replacement where agreed) within a reasonable time of the return being received and inspected, less any applicable restocking fee or non-refundable delivery cost as set out above.

9. Restocking Fee Summary

Product Type Returnable (Change of Mind)? Fee
New / stocked goods Yes, within 30 days 20% restocking fee
Special order / non-stocked goods Only if supplier accepts Varies by supplier
Second-hand / recycled tiles No (except ACL rights) N/A
Bucketed stock (coatings/paints), unopened Yes, within 7 days None
Tinted or custom-mixed paint/coatings No N/A

10. Contact Us

RoofBros Tile Recycling
26 Bryant St, Padstow NSW 2211 · 14 Renshaw St, Cranebrook NSW 2749
Phone: (02) 9644 7706
Email: [email protected]
Hours: Mon–Fri 6:30am–4:00pm, Sat 7:00am–12:00pm, Sun closed

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