UKFR - ROOFING AND INSULATION SPECIALISTS

Terms and Conditions

These Terms and Conditions apply to the purchase of products from our website. When placing an order on the website you are agreeing to these terms and conditions. Please read them carefully as they contain important information.
 

Please note UKFR Roofing & Insulation is the trading name for UK Flat Roofing.

If you need to contact us please send an email to – sales@ukflatroofing.com

1 All orders placed on the website require that you have checked your personal details and that they are correct. Failure to give the correct address / postcode etc may result in your order being delayed, lost or being returned to us. If you notice the address is missing a line or something is incorrect please email us so that we can make the necessary changes to your account/order. We also ask that the email is valid, and a telephone number is included. We only use these to contact you if there is a problem with your order/product/s. We are not liable for losses through a postal or courier service if the details you have entered are incorrect.

2.1 After placing your order you will receive an order acknowledgement email confirming the product/s you have ordered. (Please check your spam folder if required and remember to add our email address to your approved list).

2.2 This email is not an order acceptance. This order acknowledgement represents you placing an offer to us to purchase the product/s. We are not obliged to supply the product/s or services until we have confirmed acceptance of your order. A product which is out stock at the time of receiving the order will be notified to yourself and will be placed on back order until we receive confirmation to the contrary. Products on back order will be posted when they become available to us. If the product is no longer available, that product will be cancelled and subject to confirmation from yourselves will be refunded.

2.3 Acceptance of your order and completion of the contract between us and yourself will take place upon the dispatch of your order unless we have notified you that we do not accept your order. Any product/s that you have ordered that cannot be dispatched does not form part of the contract but will be placed on back order or credited to your account subject to email confirmation. Products on special order/cut to size roofs ordered specifically by us on your behalf cannot be cancelled or refunded unless by prior arrangement with ourselves.

3 Placement of your order allows us to use your details for the purposes of order fulfilment. Your details (name, address, telephone, email address etc) will be kept on our servers just in case we need to contact you and also so that you have a record of your order/s with ourselves. The password for your account is encrypted so that this can never be seen by anyone, including ourselves. We are, with your consent, able to reset your password and you are also able to reset your password through our server via email. If you need to reset your password through ourselves or the web then please change this password again via the website to be extra safe.

4 Payment of your order is undertaken on our merchants encrypted website away from ours so that you are even safer. We do not keep or store any of your card details anywhere. Our merchant account will keep transaction details so that we may refund you if required. We will not sell or provide any of your details to other internet companies and you can delete your details if you so require on our website.

5 If this is your first order with us, we require that your order is posted to your address that the payment method details relate to. Any orders after this can then be shipped to an alternate address such as work site, subject to the fraud evaluation that we undertake. If a payment is declined or refunded due to fraud prevention, please contact us via email and we will advise of other payment options.

6.1 Delivery – As with all courier services we aim to deliver the product/s within the time indicated. We use national couriers for all deliveries. Please allow the full amount of working days estimated on the product page for your product/s to be delivered . If you have ordered a roofing kit or custom sized roof you will be advised by email as to when this will be ready for delivery. This will largely depend on the size and as to how busy we are, but in general should take no longer than 5 working days. If your order is time critical please advise us as to when you want site delivery and give a minimum of 10 days notice and we will do our best to get your delivery to you on that date.

6.2 Please note that it is your duty to inform us of any access restrictions to the delivery address. The courier used is only there to deliver your products and it is your responsibility to make sure there is good access for them. You will have to make alternative arrangements to move the package/parcel to a safe location if the delivery driver cannot get to your desired drop off point. If the delivery driver cannot access the property safely an alternative address or alternative vehicle will need to be used which may incur an extra delivery charge to yourself. If you think there is an access issue contact us prior to ordering so we can ensure a safe route for the courier and avoid any re delivery charges.

6.3 If no one is available to take the delivery of the goods then the courier will not leave them there unless you can give written consent for them to do so and that written consent is available for them to take with them or photograph as proof. This can be in the form of a signed note left on your door advising the driver where to leave the goods. If you leave a note for the driver to leave the goods we are not liable if the goods are then stolen or lost as you have given permission for them to be left. If no written instructions are left then the courier will take the goods back to the depot and leave instructions for what you can do to make a re-delivery at an alternative time. This may incur fees. It is possible that the couriers would return the goods to ourselves if alternative arrangements have not been made, should this happen additional costs for the delivery may be incurred.

7 The ownership/title to any product/s you order on this website or with ourselves will transfer to yourself upon delivery of the product/s, subject to us having processed and received payment in full for the product/s.

8 Once your order is received please check for damage to the parcel. If your parcel looks damaged you should check the contents or sign for it as damaged. Failure to do so may lead to a claim being refused. If you find the product/s are defective or damaged you will need to send photos and an explanation via email. All damages/defects must be reported to us within 24hrs of receiving your delivery. Any damaged/defective products must be returned to us with prior agreement from ourselves to the address we advise with a returns number . An order that has not been received by you must be notified to ourselves within 7 days of dispatch unless the product is expected to take longer to arrive due to location. You will have a dispatch notification in your email or on your account. Please make sure to check your spam folder.

9.1 Small orders – If an order has been misplaced or not delivered please check with neighbours or your local post/sorting office. It has been occasionally noted that the couriers have not left the usual delivery note to explain where they left it. Any orders undelivered or misplaced are usually returned to us so it is possible that we may not resend your items until we have waited for the order to be returned. This is left to our discretion based on individual circumstances and we may have to wait up to 30-45 days for orders to be returned to us.

9.2 Larger orders – If an order has been misplaced or not delivered please check with others at the address or neighbours for the delivery or a card that may have been left. Please also check your account for a delivery tracking number. If you are still unsure where your delivery is please contact us via email at sales@ukflatroofing.com so that we can help track it down and arrange for re-delivery.

10.1 Refund - As a part of your statutory rights, you have the right to cancel the contract and receive a refund. To do this you must inform us in writing if you wish to cancel the order within fourteen days of receiving the product/s. Please ensure to speak to an advisor before returning any items as you will need the correct returns address for your item. When returning items ensure that all paperwork is included and your returns number is used which will be provided by us.. You must return the products at your own cost and make sure the product/s are correctly packaged, secure and insured to the correct level. Please make sure that the product/s are in their original packaging and are resalable. If the products are used or damaged upon return we will not be able to refund you. Please ensure if there was damage to the goods upon delivery to yourself that this was reported prior to return or we will not be able to refund you if it arrives damaged to us and we weren’t made aware of this prior to accepting the return.

10.2 We will refund you the total amount paid, less any costs that might be incurred including any initial delivery fees. This is sometimes referred to as a restocking fee which covers costs incurred by us throughout the sale, return and refund process. Please be aware that there is a legal requirement for you to take care of both the product/s and packaging. When received by us they need to be in a resalable condition with no items missing, damaged or used or we will be unable to refund you.

10.3 Please note that some items are not accepted in our returns policy. These are usually, but not limited to, product/s that have been unsealed from their boxes, living products (such as green roof items),personalised product/s, special order products, modified orders, roofing kits, gutter kits, shed kits or membranes cut to length. Some insulation items are ordered directly from the manufacturers and are not able to be returned. Please ensure when ordering that you order correct sizes and quantities for your project to avoid disappointment if we are unable to process a return.

10.4 Restocking Fee - A Restocking fee of approximately 25% will be charged on most returns. This is to cover the costs incurred throughout the sale to return process including, but not limited to, card processing fees, processing fees, delivery, return and checking the stock before re stocking the items. Please note we cannot take responsibility for items ordered incorrectly and these will also be subject to the restocking fee. A larger restocking fee may apply to orders where products aren't returned in the original packaging, are missing items and/or have damaged items and/or have used items. Items that we are unable to resell will not be refunded. Please ensure you manage the goods with care and send them back in the condition you receive them in.

10.5 Delivery Fees - We are unable to refund initial delivery fees as the items have already been shipped to you and this part of the contract is therefore complete.

10.6 Damaged / Missing Returns - If you have received goods in a damaged parcel or believe items are missing you will need to advise us in writing within 24 hours of receipt of the goods. If you return your order to us and you haven't advised us that there was damage to the parcel or missing items prior to return then we cannot resell these and therefore cannot refund you for those items. Please speak to a sales advisor prior to returning items if you believe items were missing from your order.

11 On 26 May 2011, the rules about cookies on websites changed. This site uses cookies. Some of the cookies we use are essential for parts of the site to operate and have already been set. You may delete and block all cookies from this site, but parts of the site will not work. Alternatively, you can use the site and then clear your cookies on completion.

12 We reserve the right to change these terms and conditions at any time and it is your responsibility to read them. Your continued use of this website indicates your agreement to be bound by the latest terms and conditions.

13 Privacy Policy – We do not store credit card details nor do we share customer details with any 3rd parties.

14 All information on the website is, to the best of our knowledge, correct and up to date. We do not accept any liability for any errors.