Returns, Refunds & Cancellations Policy

Products, installation services and consumer rights

This policy applies to products supplied by Central Skylights, including VELUX skylights, roof windows, sun tunnels, flashings, blinds, controls, accessories and locally fabricated flashing products. It also explains the general approach to refunds and cancellations for installation services.

Goods supplied to consumers come with automatic guarantees, including that they are of acceptable quality, match their description and are reasonably fit for a disclosed purpose. Services supplied to consumers must be provided with due care and skill, be reasonably fit for their purpose and be completed within the agreed time or, where no time is agreed, within a reasonable time.

The remedy available depends on the circumstances and whether a failure is major or minor. Central Skylights may inspect or arrange assessment of the product, installation or reported issue before confirming the appropriate remedy.

Skylight compatibility must be checked carefully

Skylights, roof windows and flashing systems are model-specific and roof-specific. Before opening packaging, modifying a product, arranging labour or cutting the roof, please check the order against the project requirements.

Voluntary returns for eligible standard-stock products

Australian Consumer Law does not require a business to accept a return because a customer changed their mind, ordered the wrong item or found the item cheaper elsewhere. However, Central Skylights may approve a voluntary change-of-mind return for an eligible standard-stock product when all of the following conditions are met:

• the return is requested within 14 days of delivery or collection;
• proof of purchase is provided;
• the product is a standard stock item rather than a custom-made, specially ordered or fabricated item;
• the product has not been installed, used, assembled, programmed, altered or damaged;
• the original packaging remains unopened or, where we agree otherwise in writing, the product and every component remain complete and in genuinely resaleable condition;
• all labels, manuals, fixings, remotes, sensors, cables, brackets and accessories are included; and
• Central Skylights provides return approval before the goods are sent or brought to the warehouse.

Change-of-mind costs

An approved change-of-mind return is subject to a $88 handling and restocking fee. The original delivery charge is not refunded, and the customer is responsible for safe return transport and any transit insurance. The fee does not apply where the return is due to our error, freight damage for which we are responsible, or a failure to meet a consumer guarantee.

Acceptance remains subject to inspection. If a returned product is incomplete, damaged or no longer safely resaleable, we may decline the voluntary return or agree on a reduced credit reflecting the loss in value. This does not affect remedies available for a genuine fault.

Items not accepted for change-of-mind return

The following are not returnable merely because the customer changes their mind or no longer requires them:

• custom flashings, custom base flashings, backflashings and back trays;
• items fabricated, cut, folded, coloured or modified to project requirements;
• special-order, non-stock or supplier-ordered products;
• replacement glass, panes, component parts or items separated from a packaged set;
• products that have been installed, drilled, cut, bent, marked, wired, paired, programmed or otherwise modified;
• products with opened or materially damaged packaging that cannot be safely resold as new;
• clearance or discontinued items where the sale was clearly identified as final for change-of-mind purposes; and
• delivery, site attendance, measurement, fabrication or other services already performed.

Wrong model, size, flashing or roof type

When a customer or their builder, roofer or installer selects the product without relying on a specific Central Skylights recommendation, the customer is responsible for checking model, dimensions, roof type, pitch, flashing and installation compatibility before opening or installing the goods.

An unopened standard-stock product ordered incorrectly may qualify for the voluntary return process above. Custom-made, special-order, opened or installed products generally do not qualify for a change-of-mind return.

Where you clearly tell us the intended purpose and relevant property details and rely on our recommendation, your rights regarding fitness for that disclosed purpose may apply. A recommendation can only be based on the information provided, so please disclose the roof profile, pitch, project location, dimensions, proposed orientation and any known site constraints accurately.

Claims for removal, labour, reinstallation or related loss are assessed individually under applicable law, including who selected the product, what information was provided, the cause of the problem and whether reasonable steps were taken to minimise loss. This policy does not impose a blanket exclusion of rights to reasonably foreseeable loss where the law provides such a right.

Products that fail to meet a consumer guarantee

Please contact Central Skylights when a product appears defective, unsafe, materially different from the description, incomplete, incorrectly supplied or unsuitable for a purpose that was clearly disclosed and accepted before purchase.

We may ask for the order number, model label, photographs, video, installer details or access to inspect the product. Please stop using or installing a product when continued use may be unsafe or may worsen the damage.

No restocking fee applies to a return accepted because of a breach of consumer guarantees or our supply error. Where a fault is confirmed, reasonable return or collection costs will be handled in accordance with the Australian Consumer Law. For large, heavy or installed products, contact us before attempting removal or transport.

Inspect before opening and installation

Skylights contain glass, frames, controls and precision components that can be damaged in transit. At delivery or collection, inspect the external packaging and confirm the number of items before signing where practical.

• If damage is clearly visible, note it with the carrier and, where safe and practical, refuse the affected package.
• Photograph the packaging, shipping label, damaged area and complete product before moving or opening it further.
• Keep all packaging and components until the claim has been assessed.
• Do not install a product that appears damaged, incomplete or incorrect.
• Tell us as soon as reasonably possible—ideally within two business days—so we can pursue the freight claim quickly.

The suggested reporting period assists with carrier evidence but does not remove any legal rights that apply after that period. When Central Skylights is responsible for the delivery and the goods arrive damaged, lost or incorrectly supplied, we will arrange an appropriate remedy after assessment.

Installation, plastering and workmanship concerns

Installation services supplied to consumers are covered by statutory guarantees, including due care and skill. If you believe there is a problem with work performed by Central Skylights or one of our authorised contractors, contact us promptly with the job number, address, description and photographs where possible.

For a minor service problem, please allow us a reasonable opportunity to inspect and rectify it. If a minor problem cannot or will not be fixed within a reasonable time, further remedies may become available under the Australian Consumer Law.

Where a service has a major failure, a consumer may be entitled to cancel the affected service contract and receive a refund for the unprovided or unsatisfactory portion, while paying a reasonable amount for work properly completed and received.

Work that was not included in the accepted scope—such as painting, unrelated roof repairs, relocation of electrical services, ducts or plumbing—does not become refundable merely because it is required to complete the broader renovation, unless Central Skylights expressly agreed to provide it.

Cancelling supply orders or installation projects

Standard-stock supply-only orders

Contact us immediately if you need to cancel. A standard-stock order cancelled before dispatch or collection preparation may be refunded. Once it has been dispatched or made ready under a supplier commitment, it may need to be handled as a change-of-mind return and reasonable incurred costs may apply.

Custom-made and special-order goods

Cancellation may not be possible after materials have been ordered, manufacturing or fabrication has started, supplier commitments have been made or the item has been modified for the project. Where cancellation is possible, any refund will be calculated after deducting reasonable and documented costs that cannot be recovered.

Installation projects

Cancellation and rescheduling are also governed by the accepted quotation or contract. If the customer cancels for change-of-mind reasons, Central Skylights may retain or deduct reasonable amounts for work already completed, site attendance, measurements, administration directly related to the project, goods ordered, custom fabrication, supplier cancellation charges and other unavoidable commitments.

Weather, unsafe roof conditions, supplier delays or circumstances outside reasonable control may require an installation date to be moved. A reasonable reschedule is not automatically a cancellation. If we cannot supply the agreed goods or services within the promised or a reasonable time, we will discuss the available solution with you.

How deposits are treated after cancellation

A deposit secures ordering, scheduling and preparation for the project. It is not automatically forfeited in every cancellation circumstance.

When a project is cancelled, we will assess the work performed and costs reasonably incurred or committed. Any refundable balance will be returned after lawful and reasonable deductions. Depending on project timing, those deductions may include non-returnable custom goods, supplier charges, fabrication, completed site work and other direct project costs.

If Central Skylights cancels because it cannot provide the agreed goods or services, amounts paid for the unprovided portion will be refunded unless another solution is agreed. Nothing in this section limits a right to cancel or obtain a remedy arising from a failure to meet a consumer guarantee.

Timing and payment method

Once a refund is approved and any required goods have been received and assessed, Central Skylights aims to initiate the refund within seven business days.

Refunds are generally returned to the original payment method unless another method is agreed. Card providers and financial institutions may take additional time to display the funds. A refund for a cancelled or returned order does not include change-of-mind freight, return transport or applicable handling costs unless required by law or agreed by us.

Warranty claims and consumer guarantees

VELUX and other manufacturers may provide written warranties for their products. These warranties are additional promises and operate alongside, not instead of, rights under the Australian Consumer Law.

You may contact Central Skylights first about a product purchased from us. We may coordinate inspection, troubleshooting, parts, repair or a manufacturer assessment. A manufacturer may require the product label, serial or model details, proof of purchase, photographs and installer information.

Manufacturer warranty exclusions—such as misuse, unauthorised modification, incorrect installation by others or failure to follow maintenance instructions—do not automatically determine whether a separate statutory consumer right applies. Each claim is assessed on its facts.

Builders, roofers, installers and commercial customers

Consumer guarantees can apply to some business purchases, depending on the value and nature of the goods or services and how they are acquired. They may not apply where goods are acquired for resale or to be transformed in trade or commerce.

Where a trade or commercial transaction is not covered by non-excludable consumer guarantees, the accepted quotation, trade-account terms, invoice and any written supplier conditions govern the return, cancellation and remedy process.

Contact us before returning goods

Do not send products directly to VELUX, another manufacturer, a freight depot or our warehouse without instructions. Contact Central Skylights first so the correct return location, handling method and assessment process can be confirmed.

For voluntary returns, approval must be obtained before return. A lack of prior approval will not remove statutory rights, but an unauthorised delivery may be refused where the return cannot be identified, safely handled or matched to an order.