UKFR Roofing & Insulation – Terms & Conditions

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

By placing an order on our website, you agree to these Terms and Conditions. Please read them carefully. 

If you need to contact us, email [email protected].

1 – Order Accuracy

All orders placed on the website require that your personal details, including name, address, postcode, email, and telephone number, are correct. Providing incorrect details may result in your order being delayed, lost, or returned to us. If you notice any errors, please contact us immediately to update your account or order. We are not liable for losses caused by incorrect delivery information.

2 – Order Acknowledgement & Acceptance

2.1 After placing your order, you will receive an order acknowledgement email confirming the products you have ordered. This email is not a confirmation of order acceptance. Please check your spam folder and add our email address to your approved list.

2.2 The acknowledgement email represents an offer from you to purchase the products. We are not obliged to supply any products until we confirm acceptance of your order. If a product is out of stock, we will notify you and place it on back order until availability is confirmed. If a product is no longer available, it will be cancelled and refunded with your confirmation.

2.3 Acceptance of your order and completion of the contract occur upon dispatch of your order unless we notify you otherwise. Products that cannot be dispatched will either be back-ordered or credited to your account after confirmation via email. Custom, special order, or cut-to-size products cannot be cancelled or refunded without prior agreement.

3 – Use of Your Details

Placing an order allows us to use your details for order fulfilment. Your personal information is securely stored on our servers for record-keeping and communication purposes. Account passwords are encrypted and cannot be accessed by anyone, including us. Passwords can be reset with your consent, and we recommend updating your password via the website after a reset.

4 – Payment

All payments are processed securely by our merchant provider. We do not store credit card details. Transaction records are kept for refunds if required. Your personal information will never be sold or shared with third parties, and you may delete your details from our website at any time.

5 – Delivery Address Verification

For first-time orders, delivery must be made to the address linked to the payment method. Subsequent orders may be shipped to alternate addresses, subject to fraud evaluation. If payment is declined or refunded due to fraud prevention, please contact us for alternative options.

6 – Delivery

6.1 We aim to deliver products within the estimated timeframe listed on the product page. National couriers are used for all deliveries. For custom orders such as roofing kits or cut-to-size roofs, delivery timelines will be advised by email, generally within five working days. Time-critical deliveries should provide at least ten days’ notice.

6.2 Customers must inform us of any access restrictions at the delivery address. Couriers are only responsible for delivering the goods; alternative arrangements may incur extra charges if the delivery location is inaccessible.

6.3 If no one is available to accept the delivery, written consent must be provided for the courier to leave the goods. We are not liable for theft or loss if items are left with consent. If goods are returned due to missed delivery, additional costs may apply.

7 – Ownership

Ownership of products transfers to you upon delivery, provided full payment has been received.

8 – Damages & Defects

Upon receipt, parcels must be checked for damage. Sign for damaged items if necessary. Defective or damaged products must be reported within 24 hours with photos and an explanation. All returns must be pre-approved with a returns number provided by us. Orders not received must be reported within seven days unless longer delivery times were expected.

9 – Missing or Misplaced Orders

9.1 For small orders, please check with neighbours or any safe places the parcel might have been left. Please contact us, as usually we can get tracking and either a GPS location or a photo. Undelivered items may be returned to us, and we may need to wait before resending.

9.2 For larger orders, check with others at the delivery address, neighbours, and your account for tracking information. If you still cannot locate your delivery, contact us via email so we can help track it and arrange re-delivery.

10 – Returns & Refunds

10.1 You may cancel an order and request a refund within fourteen days of receiving the products. Speak to an advisor before returning items to obtain the correct returns address and returns number. Items must be returned at your cost, in their original packaging, secure, insured, and resalable. Used or damaged products will not be refunded. Damage present upon delivery must be reported before returning, otherwise a refund may not be issued.

10.2 Refunds include the total paid, less any initial delivery charges and restocking fees. Products must be in resalable condition, with all items and packaging included.

10.3 Some items are not accepted under our returns policy, including unsealed products, living products (such as green roof items), personalised or custom orders, roofing kits, gutter kits, shed kits, membranes cut to length, and certain insulation items ordered from manufacturers. Always order carefully to avoid disappointment.

10.4 A restocking fee of approximately 25% applies to most returns. This covers costs incurred during sale, return, and refund processes, including card processing, handling, and restocking. Higher fees may apply if items are used, damaged, missing, or not in original packaging. Products that cannot be resold will not be refunded.

10.5 Initial delivery fees are non-refundable.

10.6 Any damaged or missing returns must be reported within 24 hours. Returns without prior notification may not be eligible for a refund.

11 – Cookies

11.1 – This website uses cookies to ensure proper functionality. You may delete or block cookies, but parts of the site may not work correctly.

11.2 – We improve our products and advertising by using Microsoft Clarity to see how you use our website. By using our site, you agree that Microsoft and we can collect and use this data. Our privacy statement has more details.

12 – Changes to Terms

We may update these Terms and Conditions at any time. Continued use of this website indicates acceptance of the latest terms.

13 – Privacy

13.1 We do not store credit card details or share customer information with third parties.

13.2 We use reCAPTCHA to protect form submissions, which may share some information with Google.

14 – Accuracy of Information

All information on the website is believed to be correct at the time of publication. We do not accept liability for errors.