Returns Policy
We stand behind the quality of our products. If you are not satisfied with your purchase, please review our returns policy below.
Eligible for Return
- Standard stock items in original, unopened packaging
- Products that are unused and in resalable condition
- Incorrect items shipped by Metfold (our error)
- Damaged or defective products (reported within 48 hours of delivery)
- Products with manufacturing faults
Not Eligible for Return
- Custom-cut roof sheets (cut to your specified length)
- Custom-made flashing (made to your dimensions)
- Custom-cut cladding panels
- Opened or used products
- Products damaged due to improper handling or storage by the customer
- Products returned after 14 days from date of purchase
- Items without proof of purchase (receipt or order number)
Important: Custom & Cut-to-Size Products
Custom-cut roof sheets, flashing, and cladding panels are made to your specific measurements and cannot be returned or exchanged unless they are defective or we made an error in manufacturing. Please double-check all dimensions before placing your order.
How to Return a Product
Contact Us
Call or email us with your order number and reason for return. Our team will assess your request and provide a Return Authorisation (RA) number.
Pack the Product
Repack the item securely in its original packaging. Include your RA number and a copy of your receipt or order confirmation.
Return the Product
Drop the product at any Metfold branch or arrange a return shipment. Return shipping costs are the responsibility of the customer unless the return is due to our error.
Refund or Exchange
Once received and inspected, we will process your refund to the original payment method within 5-10 business days, or arrange an exchange.
Refund Information
Processing Time: Refunds are processed within 5-10 business days after we receive and inspect the returned product.
Restocking Fee: A 15% restocking fee may apply to standard returns that are not due to a Metfold error.
Refund Method: Refunds are issued to the original payment method. For card payments, please allow an additional 3-5 business days for your bank to process the refund.
Damaged or Faulty Goods
If your order arrives damaged or you discover a manufacturing fault, please contact us within 48 hours of receiving the product. To help us process your claim quickly:
- Take clear photos of the damage or defect
- Keep the original packaging and all materials
- Provide your order number and a description of the issue
We will arrange a replacement, exchange, or full refund including shipping costs at no charge to you.
Need Help with a Return?
Contact our team and we'll guide you through the process.
Your rights under the Australian Consumer Law are not affected by this returns policy. For more information, visit the ACCC website.