Returns & Refunds Policy

1. About This Policy

This Returns & Refunds Policy explains how OneRoofing (operating as JP Franklin Roofing Limited, referred to as "OneRoofing", "we", "us" or "our") handles returns, exchanges and refunds for products purchased through our online shop at oneroofing.co.nz/shop. It sits alongside — and does not limit — your rights under the New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986.

2. All Products Are Custom-Made to Order

Every product sold through our shop — roofing supplies and materials (including length, colour, and material cut to order), as well as cabins, barns, domes, and other prefab structures — is manufactured specifically to each customer's specifications.

Before production begins, we confirm all specifications (length, colour, material, dimensions, and any custom options) directly with you in writing. Production only starts once you've verified and approved these details.

We strongly encourage customers to double-check all measurements, colours, and material selections at the confirmation stage, as changes cannot be made once production has started.

3. No Returns or Exchanges

Because every item is custom-made and verified with the customer prior to manufacture:

• No returns are accepted on any product, for any reason, once an order has been confirmed and production has begun.
• No exchanges are offered for different sizes, colours, or materials after confirmation.
• There is no change-of-mind return window. All sales are final once specifications are confirmed and production commences.

4. Damage or Loss in Transit

All orders are covered by freight insurance for the duration of delivery.

• If your order arrives damaged or is lost in transit, this is covered under our transit insurance rather than as a standard return or refund. Contact us within 48 hours of delivery (or expected delivery date, for lost items) and we will lodge an insurance claim on your behalf.
• To lodge a claim, please provide your order number, photos of the damage and packaging, and a description of the issue to [email protected] or call 022 196 9021.
• Depending on the outcome of the insurance claim, resolution may include repair, replacement, or reimbursement. Timeframes depend on the insurer's assessment process; we will keep you updated throughout.

5. Manufacturing Faults

If a product has a genuine manufacturing fault (i.e. it does not match the specifications confirmed with you prior to production, or is defective through no fault of shipping or customer use), you remain entitled under the Consumer Guarantees Act 1993 to a repair, replacement, or refund. This statutory right applies regardless of the custom-made, no-returns, and no-exchange terms set out above, and cannot be excluded.

To make a claim:

• Contact us at [email protected] or 022 196 9021 within 7 days of noticing the fault.
• Provide your order number, photos, and a description of the issue.
• We'll confirm next steps within 2 business days.

6. Summary

7. Contact Us

If you have any questions about this Returns & Refunds Policy, or need to lodge a transit insurance or manufacturing fault claim, please contact us:

This policy does not limit any rights you have under New Zealand consumer law. For more on your rights, visit the Consumer Protection website.