Return & Refund Policy

Roofflow provides project-based renovation, construction and maintenance services rather than off-the-shelf products. This policy explains how deposits, cancellations, refunds and workmanship concerns are handled.

Deposits and payments

Projects generally begin with a deposit that secures your slot and covers initial materials and mobilisation. Remaining payments are tied to milestones set out in your quotation, so you pay as work progresses.

Cancellations before work begins

If you cancel before site works start, we will refund your deposit less any costs already incurred on your behalf — for example, custom-ordered materials or design work already completed. We will always itemise these deductions clearly.

Cancellations during a project

Once work is underway, you may pause or end a project by written notice. You remain responsible for work completed to date, materials already purchased, and any non-cancellable orders. Any balance held will be reconciled and refunded where applicable.

Workmanship concerns

We stand behind our work. If something is not right, tell us during the defect period stated in your contract and we will inspect and rectify covered issues at no extra cost. This is our first remedy rather than a cash refund.

Materials and fittings

Supplied materials and fittings carry the relevant manufacturer warranties. Custom or specially ordered items are generally non-refundable once production has begun.

How to raise a request

To discuss a cancellation, refund or workmanship concern, contact us at [email protected] or +60 11-2735 4820. We aim to acknowledge every request within a few working days.