Returns & Refunds Policy

KiwiRoofTech | New Zealand

Last updated: 11 October 2026

At KiwiRoofTech, we aim to provide reliable, high-quality roofing products. We take pride in our KiwiKricket range and want our customers to purchase with confidence.

1. Change-of-Mind Returns

KiwiRoofTech does not accept returns, exchanges or refunds for change of mind, incorrect product selection, or ordering the wrong size.

We encourage customers to carefully review product specifications, dimensions, materials and installation requirements before placing an order.

This policy does not affect your rights under the New Zealand Consumer Guarantees Act 1993 (CGA) or other applicable consumer laws.

2. Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged, defective or different from what you ordered, please contact KiwiRoofTech as soon as reasonably possible.

When contacting us, please provide:

• Your name and order number

• A description of the issue

• Photographs of the product and any relevant packaging, where available

We will assess the issue and arrange an appropriate remedy in accordance with applicable New Zealand consumer law.

3. Consumer Guarantees Act 1993

Where the Consumer Guarantees Act applies, our products come with guarantees that cannot be excluded.

If a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the nature of the failure.

For failures that can be remedied and are not substantial, KiwiRoofTech may choose to repair, replace or refund the product within a reasonable time.

For substantial failures, consumers may have the right to reject the product and choose a refund or replacement, subject to the requirements of the CGA.

Nothing in this policy limits or excludes rights or remedies that cannot lawfully be excluded.

4. Custom-Made and Made-to-Order Products

Custom-sized, colour-matched and specially manufactured KiwiKricket products are not eligible for change-of-mind returns.

However, custom-made and made-to-order products remain covered by applicable consumer guarantees and other statutory rights.

5. Installation and Product Suitability

Customers should ensure they select the appropriate KiwiKricket size and material for their roofing application.

Products should be installed in accordance with the supplied installation instructions and relevant roofing requirements.

Damage caused solely by incorrect installation, misuse, unauthorised modification or unsuitable application may not qualify for a remedy under consumer guarantees.

This does not exclude any rights customers may have where a product is faulty, instructions are inadequate or another statutory guarantee has not been met.

6. Return Shipping Costs

Where a product is confirmed to have failed to meet an applicable consumer guarantee, KiwiRoofTech will meet its legal obligations regarding reasonable return costs and any other recoverable expenses.

For returns authorised outside statutory consumer rights, any applicable shipping arrangements will be agreed with the customer before the return.

Please contact us before sending any products back.

7. Refund Processing

Where a refund is approved, we will process it as promptly as reasonably possible, generally using the original payment method where practical.

The time taken for funds to appear may depend on the payment provider or financial institution.

Any refund will include amounts required by applicable law.

8. Business Purchases

Where products are purchased for business purposes, different legal rights may apply.

Any agreement to contract out of the Consumer Guarantees Act must meet the requirements of New Zealand law, including being in writing and fair and reasonable where required.

This policy does not itself exclude statutory protections for business customers.

9. Contact KiwiRoofTech

For returns, product concerns or warranty enquiries, please contact us through the Contact page on our website.

Website: https://kiwirooftech.com

Please include your order number and relevant product details so we can assist you efficiently.