Returns & Refund Policy

At Penenator we want you sealing roofs, not chasing paperwork. This policy explains your options if something isn't right, and sits alongside — never instead of — your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If a Penenator product is faulty, not of acceptable quality, doesn't match its description, or isn't fit for its stated purpose, you are entitled to a repair, replacement or refund — and to compensation for any other reasonably foreseeable loss or damage. For a major failure you can choose a refund or replacement. For a minor problem we may choose to repair the item, replace it, or refund it. These rights apply regardless of anything else in this policy.

Faulty, damaged, or incorrect items

If your order arrives damaged, faulty, or isn't what you ordered, contact us within 7 days of receiving it at info@penenator.com.au or 0499 181 829 with: your order number, a short description of the issue, and a few clear photos (for damage or a fault). We'll sort out a replacement, repair or refund and cover the return postage where the fault is ours. Please don't install a product you can see is faulty or damaged — let us know first.

Change-of-mind returns

We don't offer returns or refunds for change of mind. Please choose carefully and check the model, size and specifications before ordering — we're happy to help you pick the right flashing for your job before you buy. This does not affect your Australian Consumer Law rights for faulty products (see above).

Made-to-order items

The Roof Vent "Cut-out" variant is prepared to order, and products that have been installed, cut, or modified cannot be returned. This does not affect your Australian Consumer Law rights if such an item is faulty.

What warranty/fault claims don't cover

Fault and warranty claims don't cover failures caused by incorrect installation, incorrect model selection, or installation outside the product's specifications (including installing a model below its minimum roof pitch — e.g. the Custom Orb model below 14 degrees), misuse, modification, or the other matters set out in our Terms & Conditions and Installation Requirements & Product Limitations. This never limits your rights under the Australian Consumer Law for a genuinely faulty product.

How to start a return

Email info@penenator.com.au or call 0499 181 829 with your order number and reason. We'll confirm the return address and next steps before you send anything back — please don't post items back without contacting us first.

Refunds

Approved refunds are processed to your original payment method within 5–10 business days of us receiving and inspecting the returned item. Refunds include any GST paid. Original shipping charges are refunded only where the return is due to a fault or our error.

Contact

Penenator Pty Ltd (trading as Penenator Roof Penetration Flashings), Cawdor, QLD 4352. info@penenator.com.au · 0499 181 829.