Refund and Returns Policy
1. Overview
We stand behind our products and services. This policy covers:
- Physical Products: Insulation materials, accessories, and gutter components sold online.
- Services: Insulation installation, gutter repair/replacement, and grant assistance. All transactions governed by Australian Consumer Law (ACL).
2. Returns for Physical Products
✅ Eligible Returns:
| Condition | Timeframe | Action |
|---|---|---|
|
Faulty/Damaged |
14 days from delivery |
Full refund/replacement |
|
Incorrect Item Shipped |
7 days from delivery |
Free return + refund/replacement |
|
Change of Mind |
7 days (unopened, resellable condition) |
Store credit only |
❌ Non-Returnable Items:
- Custom-cut insulation (e.g., trimmed to specific measurements)
- Opened/installed products (unless faulty)
- Clearance/sale items marked "non-returnable"
3. Service Cancellations & Refunds
| Service Type | Cancellation Window | Refund Policy |
|---|---|---|
|
Installation (e.g., attic/cavity wall) |
>48 hrs before appointment |
Full refund |
|
Installation |
<48 hrs before appointment |
50% cancellation fee |
|
Grant Assistance |
After application submitted |
No refund |
|
Faulty Workmanship |
Reported within 30 days |
Free repair or redo |
4. How to Initiate a Return
Step 1: Contact us within eligibility window:
- Email: info@oginsulation.com.au
- Phone: 0469 096 420
Include: Order #, photos of issue, and reason.
Step 2: We’ll email:
- Return Authorization (RA) number
- Instructions (e.g., drop-off location or pickup for large items)
Step 3: Pack items securely with RA number visible.
Note: Customer pays return shipping unless item is faulty/incorrect.
5. Refund Processing
- Timeline: 5–10 business days after we receive items.
- Method: Original payment (credit card via WooCommerce/Stripe/PayPal) or store credit.
- Deductions: Restocking fee (15%) for change-of-mind returns.
6. Australian Consumer Law (ACL) Guarantees
Under ACL, you’re entitled to:
- Repair/Replacement: For major faults (e.g., insulation not meeting R-value claims).
- Refund: If we fail to fix a recurring issue.
This applies beyond our policy windows.
7. Warranty Claims
- Products: Manufacturer warranties (e.g., 10–25 years for insulation). We facilitate claims.
- Services: 5-year workmanship warranty on installations. Submit via info@oginsulation.com.au.
8. Special Cases
- Weather Delays: Installation rescheduling ≠ refund.
- Grant Eligibility: We advise but don’t guarantee approval. No refunds if denied.
- DIY Errors: No liability for self-installed products.
9. Contact Us
For return requests or warranty claims:
- Email: info@oginsulation.com.au
- Phone: 0469 096 420
- Address: 5 Penley Ave, Wingfield, SA, 5013
Response time: 1 business day.
