Returns and Refunds
As a consumer purchasing goods online, you have additional rights over and above your normal statuary rights.
Your rights to cancel | Consumer Contracts Regulations
When buying goods from our website, you have the right to cancel your order within 14 days of receiving delivery, provided that:
- You notify our customer service team by phone, writing or by email within 14 days of receiving the delivery. The 14 days commences the day after delivery was achieved.
- The goods were not bespoke made or customised for you.
It is your responsibility to return both the goods and the original packaging to us in good order and at your own cost within 14 working days of cancelling your order.
On receipt of the returned goods, Ashbrook Roofing will refund the full value of the cancelled goods as well as the cost of the standard outbound delivery. If you chose to have the delivery expedited at a higher cost, we will repay only the standard outbound delivery charge that you could have chosen. Refunds will be made to you as a credit against your original payment method (card or PayPal). We promise to make the refund within 14 days of receiving the returned goods from you.
Ashbrook Roofing will not charge administration costs or restocking fees. We will charge you for the cost of the goods if you fail to return the goods to us, or for the cost of the return delivery if you do not pay for the return of the goods yourself.
We will reduce the amount refunded if the value of the returned goods has been reduced as a result of you handling the goods more than necessary, or if the goods are damaged by your courier during their return to us.
Items that are of a bespoke nature (i.e. that have been customised, personalised or made to measure for you) are not included within these terms. In instances where we have sold you bespoke or customised products we are unable to offer any return or exchange unless they are faulty or not as described.
Sales made to Business customers are exempt from these rights to cancel. No cooling off period exists and refunds will not be given.
This does not affect your statutory rights.
If you need advice or assistance in arranging the return of your goods to us, please contact our customer service team using the details below or by using the customer return form.
Ashbrook Roofing & Supplies Ltd
Tel: 01629 828500