We must be notified of any intention to return goods within 30 days of receipt of your order. Please email tim@flatroofingonline.com stating your invoice number as a reference.
All items returned will be refunded in full with the exception of rubber membranes which would incur a 35% restocking charge as they are bespoke and cut to size.
Please note that you will need to arrange for the return of your goods. We will advise the return address upon receiept of your email and invoice number. This will be at the customers expense unless agreed otherwise prior to return. We must advise that goods must be in a resalable condition in order to receive your refund.
Please include your invoice number on the packaging so that we can identify and process your return as quickly as possible. Once the goods have been inspected a credit will be raised.
ORDER AMENDMENTS AND CANCELLATION
Please note as rubber membranes are cut to size, we request that customers check the invoice in all its entirety and notify us within 1 hour of receiving your invoice, to advise of any amendments, cancellations, or discrepancies. Once the membrane is cut you will be subject to a 35% restocking charge. To avoid disappointment, we recommend that you check your invoice as soon as it arrives.
How will my goods arrive?
We make every effort to ensure that your roof and accessories arrive as below:
- All adhesives are individually wrapped in bubble wrap before being packed into cardboard boxes.
- Tools and accessories will arrive loose in the box.
- Larger roof membranes weighing over 60kg may be delivered on a pallet. If so these will be secured with banding and then shrink-wrapped to ensure the membrane arrives in perfect condition.
- ClassicBond and Skyguard membranes will be supplied Folded and rolled.
- ClassicBond Pro and Resitrix membranes will be supplied rolled.
Damaged & Lost Goods
Whilst we do everything we can to ensure your order is appropriately packed for shipping, it is inevitable that occasionally our goods get damaged or lost in transit.
WE STRONGLY RECOMMEND THAT YOU INSPECT YOUR ORDER BEFORE SIGNING WITH THE COURIER.
Should there be damage to your order we require you to:
- Sign for the goods as damaged
- Notify as soon as you can (within 3 days of dispatch)
- Send us images showing the damaged goods to tim@flatroofingonline.co.uk using your invoice number as the email subject
- Once images are received, you will be assigned a reference and a case handlers name, who will be investigating your issue
If ordered goods have not arrived after the final estimated delivery date, please contact us on 0247 759 4412 and press option 3. In order for us to track your consignment, we will require 1 working day to commence searches with our courier.