At The Roof Store Ltd, we pride ourselves on the quality and reliability of our products. Our refunds and returns policy is designed to ensure satisfaction while adhering to UK legal standards.
Damaged Goods
If you receive a product that is damaged, the issue should first be raised directly with the shipping company, as they are responsible for damage that occurs during delivery. It is crucial that you document the damage at the time of delivery and report it to the shipping company immediately.
Our Policy on Returns and Refunds
We generally do not accept returns or offer refunds unless the item you purchased was sold in a damaged condition that was not caused during shipping. If you believe your item was sold to you in a damaged state, please contact us at support@theroofstoreltd.co.uk within 48 hours of receiving the item with detailed photographs and a description of the damage.
Upon review, if we determine that the product was sold damaged, we will offer a replacement or a refund. This does not affect your statutory rights.
Process for Authorized Returns
Should your return be authorized, here are the steps to follow:
- Contact Our Support Team: Reach out to us with the details of the product and the damage. Please include photos and a detailed description at support@theroofstoreltd.co.uk.
- Return Instructions: Once your return is authorized, we will provide you with instructions on how to return the product to us. Items must be returned in the same condition in which you received them.
- Receiving Your Refund or Replacement: Upon receipt and inspection of the returned product, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, or a replacement will be sent to you, depending on your choice.
Exceptions
Please note that certain types of items cannot be returned, such as custom-made products or goods purchased on sale. We will specify if any products fall under these categories at the time of purchase.
Questions
If you have any questions or concerns about our Refunds & Returns policy, please do not hesitate to contact our customer service team. We are here to help you with any issues or inquiries you might have.
Contact Us
For more information, please contact us via email at support@theroofstoreltd.co.uk or visit our website page at theroofstoreltd.co.uk/contact-us.