Refund Policy

 

Returns & Refunds Policy

At Essential Steel, many of our products are custom-made to order, including roofing profiles, cladding, flashings, and other made-to-measure items. As a result, we are generally unable to accept returns on these items.

Order Cancellations

If you need to cancel your order, please contact us as soon as possible. In some cases, cancellations may be possible within 3 days of placing your order, but this is not guaranteed due to production timelines for custom orders. The sooner you get in touch, the better the chances we can assist.

Important Information on Returns

Because most of our products are custom-made, returns are not accepted unless specifically stated on the product page. We strongly encourage customers to double-check all details before ordering—including measurements, colours, finishes, and material specifications.

For the small number of standard (non-custom) products eligible for return, we offer a 30-day return window from the date of delivery.

To qualify for a return:

  • Items must be unused, in original packaging, and in the same condition received.

  • You must provide proof of purchase (receipt or order confirmation).

To request a return, email us at: support@essentialsteel.co.nz
If your return is approved, we’ll send a return shipping label and full instructions. Please do not send items back without contacting us first—unauthorised returns will not be accepted.

Damaged or Incorrect Items

Please inspect your order upon arrival. If you receive a damaged item, a defective product, or the wrong item, contact us immediately so we can assess the issue and make it right.

Note: Custom products cannot be returned, even in cases of incorrect specifications provided at the time of order. If you're unsure about your order, we encourage you to contact us before placing it.

Exchanges

Due to the custom nature of most of our products, exchanges are not typically available. If your item is eligible for return, you may return it (if approved), and place a new order separately.

Refunds

Once we receive and inspect your return, we’ll notify you of the outcome. If approved, a refund will be processed back to your original payment method within 10 business days. Please note, your bank or credit card provider may take additional time to post the refund.

If it’s been more than 15 business days since your refund was approved and you haven’t received it, please get in touch at support@essentialsteel.co.nz.