Returns Policy

1. Returns Policy

1.1 Should you wish to return goods for any reason, other than the goods being faulty, damaged or unsuitable substitutes then we reserve the right to make a re-stocking charge of 20% of the value of the goods returned to us and returns must be within 14 days of date of despatch and goods must be returned at purchasers cost.

1.2 Please note that bespoke or cut to size items are excluded from our returns policy unless they are damaged or faulty. Please see clause 2 regarding faulty goods returns.

1.3 Items returned must be in original packaging with all component parts and literature/instruction leaflets included, additional external packaging should be adequate to protect the goods from damage or loss and the package MUST contain a completed returns form and a copy of the original invoice to enable us to process any refunds.

1.4 On receipt of returned goods, they will be inspected and once we are satisfied that they are of a resalable condition we will process your refund using the same method of payment used to purchase the goods.

1.5 Please complete our online returns form and if you have any queries please contact us on 01392 927729.

2. Faulty Goods

2.1 Should your goods be damaged in transit, within 3 working days you must:

a. Write on the drivers document that goods are faulty on delivery and notify us straight away; or

b. Refuse delivery and notify us by email or phone 01392 927729;

c. Provide us with photographic evidence so we can make a claim from our carriers.

d. Allow us access to inspect the goods if we so wish.

2.2 Once notified of goods damaged in transit, we will arrange collection and replacement of goods as soon as possible. The goods must be made ready for collection and a copy of your invoice and returns form enclosed to enable us to process your replacement or refund.

3. Lost Returns

3.1 Please note that we will not be held responsible for lost returns. Please ensure that goods are returned via an appropriate carrier or insured method as we do not accept liability until goods are received at our premises.  Proof of posting or collection cannot be accepted as proof of delivery.

3.2 Claims for total loss in transit should be made in writing within 5 days of receipt of invoice. If the carrier’s conditions are not strictly adhered to, the customer will indemnify Rubber Flat Roof against all loss resulting there from.

4. Collections

4.1 If we have agreed to collect faulty/damaged goods for return to us please note that we CANNOT confirm a collection time, we will however confirm a collection day.

4.2 The follows conditions apply for collections;

a. Someone over 18 must be available at the address to handover the return items and sign the collection note.

b. Our courier will not collect goods left, without someone to sign the collection sheet.

c. Please ensure a returns form has been completed and enclosed in the package.

d. Goods must be well packaged.

e. Refusals, No Answer, Not In will all count as failed collection and as such please see below.

Please note that if any of the above conditions are not adhered to, we are unable to make a return visit to your address for collection and the goods will have to be returned by you. We cannot refund any costs incurred when returning goods after a failed collection for any of the above reasons or where a failed collection was not our fault.