Returns and Refunds

At Skyspan, many of our products are custom manufactured or made to order. For this reason, returns and refunds are limited and subject to the conditions outlined below.

This policy should be read in conjunction with our Terms and Conditions for the Supply of Goods and Services, which apply to all orders.

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Change of Mind & Incorrect Orders

Skyspan does not accept returns for change of mind or where a customer has ordered the incorrect product, size, specification, or finish, unless the issue is due to Skyspan’s negligence or incorrect information supplied by us.

As most Skyspan products are custom-made, they cannot be resold or restocked.

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Non-Defective Goods (Discretionary Returns)

In limited circumstances, and at Skyspan’s absolute discretion, non-defective goods may be accepted for return.

If approved:

• a handling and restocking fee of 20% of the value of the returned goods will apply

• the customer is responsible for all freight costs, including return freight

• goods must be returned in their original condition

Goods made to order or custom manufactured cannot be returned under any circumstances.

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Inspection on Delivery

Customers must inspect all goods immediately on delivery.

Any issues relating to:

• damage

• defects

• shortages

• goods not complying with the order or quote

must be notified to Skyspan in writing within seven (7) days of delivery.

Failure to notify Skyspan within this timeframe may affect your ability to make a claim.

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Damaged or Defective Goods

If goods are found to be damaged or defective, Skyspan will, at its discretion:

• replace the goods and cover all associated freight costs, or

• if replacement is not possible, provide a refund including freight paid

To lodge a claim, please email sales@skyspan.com.au and include:

• your invoice number

• a description of the defect or damage

• supporting photographs where possible

Skyspan may require the opportunity to inspect the goods before determining the appropriate resolution.

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Freight Damage

If goods are damaged in transit, this must be reported to Skyspan within seven (7) days of delivery so a freight claim can be lodged.

Failure to inspect and report freight damage within this timeframe may result in the claim being declined by the freight provider.

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Refunds

Refunds are only issued where:

• goods are defective and cannot be replaced, or

• an error has occurred due to Skyspan’s negligence

Refunds will be processed to the original payment method and will include the cost of the goods and applicable freight paid.

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Made-to-Order & Custom Products

The following items are non-returnable and non-refundable:

• custom-sized products

• made-to-order skylights, flashings, glass, or access hatches

• products manufactured to project-specific specifications

Please ensure all dimensions, specifications, and selections are correct before placing an order.

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Further Information

If you have any questions regarding returns or refunds, please contact:

Email: sales@skyspan.com.au