RETURNS, CANCELLATIONS AND REFUNDS
Flat Roofing Online is operated by Share Moss Group Limited, company number 16164329.
To request a return or report a problem, email sales@flatroofingonline.com with your order number and details of your request.
CHANGING YOUR MIND — CONSUMER ORDERS
For eligible standard goods bought online, you can notify us that you wish to cancel within 30 days after receiving your goods. Where one order arrives in separate deliveries, this period runs from receipt of the last delivery. This extends the usual statutory 14-day cancellation period.
After notifying us, return the goods within 14 days. Please contact us for the correct return address and instructions. The return address may differ from our registered office.
You pay the direct return cost for a change-of-mind return unless we agree otherwise. For bulky goods that cannot normally be returned by post, we will provide the return cost or a reasonable estimate before you order.
You may inspect goods as you would in a shop. Where legally permitted, we may reduce your refund to reflect a loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. We do not apply an automatic restocking charge to statutory consumer cancellations.
When you cancel your whole eligible order, we refund the goods and the standard outbound delivery charge. Any additional premium paid for a more expensive delivery service need not be refunded.
Refunds are made to the original payment method within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier, unless we have offered to collect them.
BESPOKE OR PERSONALISED GOODS
The statutory change-of-mind cancellation right may not apply to goods genuinely made to your specifications or clearly personalised. Where this exception applies, we will explain it before you order.
Goods are not automatically exempt simply because they are described as “cut to size”. Any voluntary return outside your statutory rights must be agreed individually.
This exception does not affect your rights if goods are faulty, damaged or not as described.
FAULTY, DAMAGED, MISSING OR INCORRECT GOODS
Please email sales@flatroofingonline.com as soon as you discover a problem. Include your order number, a description and photographs where available.
Please inspect deliveries and record visible damage with the courier where practical. Your statutory rights do not depend on signing for goods as damaged or reporting a problem within three days.
If goods are faulty, not as described or not fit for purpose, we will provide the remedy required by law, which may include a refund, repair or replacement. We will cover reasonable return costs where required. No restocking charge applies to a remedy for faulty or incorrectly supplied goods.
If your order has not arrived by the final estimated delivery date, contact us so we can investigate and explain the available options.
ORDER AMENDMENTS AND BUSINESS ORDERS
Contact us promptly if you need to amend or cancel an order. We will check whether manufacture, cutting or dispatch has begun and explain your options. There is no blanket one-hour deadline restricting consumer rights.
Business purchases are governed by the applicable business terms and any agreed order-specific conditions. Consumer rights apply where you are legally acting as a consumer.
Nothing in this policy limits your statutory rights.