Shipping, Delivery & Collection Policy

Delivery options for skylight products

This policy applies to supply-only products ordered through our website, by telephone, email, quotation or at our Noble Park showroom. It covers VELUX skylights, roof windows, sun tunnels, flashings, blinds, controls, accessories and Central Skylights custom flashing products.

We do not generally ship outside Australia unless an international delivery is expressly quoted and accepted in writing.

Australia-wide delivery is subject to product and freight availability

We arrange delivery to many addresses within Australia. Availability depends on the destination, product size, glass type, pallet requirements, road access and the freight services available for that location.

Some remote, island, restricted-access, high-rise, rural or construction-site destinations may require a manual freight quotation or delivery to a nearby freight depot. We will contact you before dispatch if the requested delivery method is unavailable or materially different from the checkout selection.

We generally cannot deliver large skylight products to PO boxes, parcel lockers or locations unsuitable for freight vehicles.

How freight pricing is determined

Shipping charges may be calculated at checkout, stated in a quotation or confirmed after we review the order. Freight pricing can depend on:

• the skylight model, dimensions, weight and glass configuration;
• the number of cartons, pallets or custom flashing components;
• the delivery postcode and whether the address is metropolitan, regional or remote;
• whether a tailgate, depot service, special vehicle or additional handling is required;
• site-access restrictions and whether the carrier regards the location as residential or commercial; and
• whether items can travel together or require separate supplier deliveries.

Where the website cannot accurately calculate freight for an oversized, remote or unusual order, we may contact you with a freight adjustment before processing or dispatching the order. We will not dispatch on materially different freight terms without your agreement.

Dispatch and delivery estimates

Where standard VELUX stock is available and the destination is serviceable, the typical delivery estimate is 3–7 business days from order confirmation. This is an estimate rather than a guaranteed arrival date unless Central Skylights confirms a fixed date in writing.

An order is treated as confirmed when payment requirements have been met, the order details are accepted and any freight or product questions have been resolved. Orders received after business hours, on weekends or public holidays are processed from the next business day.

Dispatch time and transit time are different. A tracking notification may mean the carrier has received booking information but has not yet collected or scanned the goods.

Backorders, custom products and split deliveries

Stock indicators and supplier estimates can change between ordering and allocation. If an item is unavailable, backordered or subject to a longer lead time, we will provide the best updated information reasonably available and discuss the available options.

Custom flashings, backflashings, modified products and special-order items require additional manufacturing or supplier time. The expected lead time will be advised separately and may differ from standard VELUX product delivery.

An order may arrive in more than one delivery where products are supplied from different warehouses, manufacturers or fabrication facilities. We will not charge an additional split-delivery fee unless it was disclosed and agreed.

Provide a complete and accurate delivery address

The customer must provide a correct street address, postcode, recipient name, mobile number, email address and any relevant site instructions. Please tell us before dispatch about:

• gates, security access, apartment or unit restrictions;
• narrow roads, low branches, weight limits or difficult driveways;
• construction-site induction or booking requirements;
• restricted delivery hours or site-contact requirements;
• the need for a tailgate or forklift; and
• any change to the delivery address or authorised recipient.

Address changes requested after dispatch may not be possible and may incur a carrier redirection, return or redelivery charge. We will pass on only reasonable costs incurred because of the requested change.

The carrier needs a safe and legally accessible unloading point

Large skylights are normally delivered by a truck or commercial van. Delivery is made as close to the nominated address as the driver can safely and lawfully reach using a suitable hard road or driveway.

Unless expressly agreed, standard freight delivery does not include carrying products inside a building, through a house, upstairs, onto a roof, across soft ground or to a rear-yard storage location.

The driver may refuse to enter a driveway or site where access appears unsafe, unstable, too narrow, obstructed or likely to damage the vehicle or property. In that situation, delivery may be offered at the nearest safe point or returned for redelivery arrangements.

Large and fragile goods require suitable help and equipment

Delivery services differ. Some freight vehicles include a tailgate or mechanical aid; others require the recipient to provide safe unloading assistance. The order confirmation or carrier may identify the service arranged.

The customer must ensure that sufficient able-bodied people and suitable equipment are available where unloading assistance is not included. Drivers are not required to perform unsafe lifting or remain on site while trades or equipment are organised.

The customer must not ask a driver to lift skylights onto a roof or carry them through a property unless that service was expressly arranged. Large glass products should remain upright or supported in accordance with the packaging and manufacturer’s handling instructions.

If unloading cannot be completed safely within the carrier’s normal allowance because the required people, equipment or access are unavailable, reasonable waiting, redelivery, depot or return charges may apply.

Someone may need to receive and sign for the order

Many skylight deliveries require an adult or authorised site representative to be present. The carrier may contact the recipient before or on the delivery day, but a telephone call, exact time or narrow arrival window is not guaranteed unless expressly included in the service.

If delivery cannot be completed because no authorised person is present, the address is inaccessible, the site is closed or the supplied contact details are incorrect, the carrier may return the goods to a depot or sender. Reasonable redelivery, storage or return freight costs may be charged.

A signature, delivery photograph, GPS event or carrier scan may be used as proof of delivery. Contact us promptly if tracking shows delivered but the order cannot be located.

Unattended delivery is not suitable for every skylight order

Because skylights are large, fragile and weather-sensitive, Central Skylights or the carrier may require a signature and may decline an authority-to-leave request.

Where authority to leave is available and the customer expressly requests it, the customer must nominate a safe, level, dry and secure location that the driver can access without entering a locked building or unsafe area.

Once the carrier records delivery at the authorised location, the customer is responsible for protecting the goods from weather, theft, impact and site activity, except to the extent that loss or damage arose before delivery or a right cannot lawfully be excluded.

Check the shipment before opening or installation

Please inspect the delivery as soon as reasonably possible. Do not assume that an undamaged outer carton guarantees that every internal glass or component is correct.

Keep the packaging, labels and all components until the order has been checked. Installation, drilling, cutting or disposal of packaging can make freight investigation more difficult, but does not automatically remove statutory rights.

What to do when a delivery problem occurs

If damage is visible at delivery, note it on the driver’s paperwork or electronic record before signing where practical. Take clear photographs of the entire package, freight label, damaged area and product.

The suggested reporting period helps preserve evidence and meet freight-carrier claim requirements. It does not impose a blanket time limit on rights for faulty, damaged or incorrectly supplied goods under the Australian Consumer Law.

When Central Skylights arranged delivery and the goods are confirmed as lost, damaged in transit or incorrectly supplied, we will provide an appropriate solution in accordance with applicable law. Do not return large goods without instructions.

Weather, freight and supplier delays

Delivery may be affected by supplier availability, weather, road closures, public holidays, industrial action, vehicle breakdown, depot congestion, remote-area schedules or other events outside reasonable control.

We will provide updated information when we become aware of a material delay and will take reasonable steps to help resolve the order. If we cannot supply paid goods by an agreed date or within a reasonable time, we will discuss available options, which may include a revised delivery date, suitable alternative, replacement or refund depending on the circumstances and applicable law.

We do not use this section as a blanket exclusion of liability for every delay. Any responsibility for reasonably foreseeable loss is assessed under the contract and applicable Australian law, including whether the timing was expressly agreed and what information was known when the order was placed.

Collecting from Noble Park

Do not travel to collect an order until Central Skylights confirms that every required item is ready. Bring the order confirmation and suitable identification. A person collecting for a company, builder or customer may be asked to show authority to collect.

The customer must bring a vehicle with enough internal or tray space, weather protection, padding and appropriate load restraints. Skylights should not be forced into an unsuitable vehicle, laid unsupported or transported in a way that risks damage.

Our staff may provide reasonable assistance where safe and available, but the driver remains responsible for the vehicle, load placement, legal restraint and safe transport after collection. We may decline loading where the vehicle or proposed transport method appears unsafe.

Inspect model codes, quantities and visible condition before leaving the warehouse. Tell us immediately if something appears incorrect.

Products supplied as part of a Central Skylights installation

Products included in a supply-and-install project may be brought by our installation team, delivered by VELUX or another supplier, or delivered separately by freight. The timing and storage arrangement will depend on the project.

If materials arrive before the installation date, the customer must keep them dry, secure, upright or otherwise supported as instructed, away from children, pets, weather and active construction work. Do not open, relocate or alter specialist packaging without checking with us.

Delivery of materials does not by itself confirm that the roof is ready or that installation will occur on the same day. Weather, roof safety, site readiness and trade coordination may affect the installation schedule.

Orders that cannot be delivered or collected

If goods cannot be delivered because of customer-provided address, access or attendance issues, or if a collection order remains uncollected after notice that it is ready, we may arrange reasonable short-term storage.

We may charge reasonable storage, handling, redelivery or return freight costs actually incurred after giving notice where practical. Custom goods and large skylights cannot always be stored indefinitely.

We will not treat uncollected goods as abandoned or dispose of them except in accordance with applicable law and after reasonable attempts to contact the customer.

Delivery does not replace the model and roof-compatibility check

Before opening or installing, confirm the model, size, operation type, flashing, roof material and roof pitch. Skylight and flashing systems are not interchangeable across every roof.

An incorrect standard-stock item selected by the customer may qualify for a voluntary return only under our Returns, Refunds & Cancellations Policy. Custom, special-order, opened or installed items generally do not qualify for a change-of-mind return.

Those change-of-mind conditions do not remove rights where goods are faulty, damaged, incorrectly supplied or fail another applicable consumer guarantee.