Returns, Cancellations and Refunds Policy

Last updated: 5 January 2026

At Composite Roof Supplies Ltd, we aim to operate a clear and fair returns process while recognising that many of the products we supply are hazardous, made to specification, cut to size or specially prepared for an individual order.

This policy applies to purchases made through fibreglassroofingkits.co.uk, by telephone or by email.

Nothing in this policy limits any statutory rights that cannot legally be excluded.

1. Consumer and Business Purchases

A consumer is an individual purchasing goods wholly or mainly for purposes outside their trade, business, craft or profession.

A business purchase is an order placed wholly or mainly for commercial, trade, contracting, installation, professional, resale or other business purposes. This includes purchases made by:

• limited companies;
• partnerships;
• sole traders;
• roofing contractors;
• installers;
• property developers;
• landlords purchasing for commercial purposes;
• customers purchasing goods for resale or use in their business.

Different cancellation and returns rights apply to consumer and business purchases.

2. Consumer Right to Cancel Standard Products

Consumers purchasing eligible standard products online, by telephone or by email may cancel their order without giving a reason.

You must notify us that you wish to cancel no later than 14 days after the day on which you, or a person nominated by you, receives the goods.

Where an order is delivered in separate consignments, the cancellation period will normally begin on the day after the final consignment is received.

After notifying us of your cancellation, eligible goods must be returned within a further 14 days.

You may notify us by email, telephone, website contact form or by using the model cancellation form at the end of this policy.

You do not require our permission to exercise a valid statutory cancellation right. However, you must contact us before physically returning the goods so that we can provide:

• the correct returns address;
• appropriate packaging instructions;
• hazardous-goods transport instructions where applicable;
• information about any collection or specialist carrier requirements.

Goods must not be returned to our registered office or directly to one of our suppliers unless we have expressly instructed you to do so.

3. Made-to-Order, Made-to-Cut and Bespoke Products

The statutory change-of-mind cancellation right does not apply to goods that are genuinely made to the customer’s specifications or are clearly personalised.

This may include:

• roofing materials cut to measurements supplied or approved by the customer;
• trims, membranes, boards or other products cut to a requested length or size;
• custom-sized rooflights or made-to-measure products;
• products specially manufactured for a particular customer;
• resin, coatings or other products specially mixed, coloured or altered;
• non-standard roofing systems produced to a unique specification;
• specially ordered products that are not normally stocked;
• products permanently altered to fulfil a customer’s instructions.

Once cutting, manufacturing, tinting, mixing or other bespoke production has started, the order cannot normally be cancelled or returned because the customer has changed their mind.

A standard product is not considered bespoke merely because it has been picked, packed or assembled following an order. Standard roofing kits containing standard, unaltered stock components will remain subject to normal consumer cancellation rights unless the goods have been genuinely made, cut or altered to a customer-specific specification.

This exclusion does not apply where goods are faulty, damaged, incorrectly supplied or not as described.

4. Handling Products During the Cancellation Period

Consumers may inspect eligible goods in the same way that they reasonably could in a physical shop.

Customers are responsible for any reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and basic suitability of the goods.

A deduction may be made where products have been:

• installed, applied or used;
• mixed with another product;
• opened where opening affects shelf life, safety or resale value;
• cut, trimmed, drilled or altered;
• contaminated or damaged;
• exposed to rain, moisture, frost, heat or unsuitable storage conditions;
• taken onto a working site and exposed to site conditions;
• returned without components originally supplied;
• inadequately packaged for return.

Where excessive handling or use makes a product unsafe or commercially worthless, the deduction may be equal to the full value of that product.

Original packaging should be retained and reused where reasonably possible, particularly for chemicals, liquids, fragile goods and products subject to transport regulations.

The absence of original packaging will not automatically remove a statutory cancellation right. However, any resulting damage, safety concern or reduction in value may be deducted from the refund.

A fixed restocking fee will not be charged for a valid statutory consumer cancellation made within the legal cancellation period.

5. Additional 30-Day Goodwill Returns

In addition to consumers’ statutory rights, we may accept eligible standard goods for a goodwill return where the return is requested between 15 and 30 days after delivery.

This additional returns arrangement is discretionary and must be approved by us in writing before the goods are returned.

To qualify, products must be:

• unused and uninstalled;
• unopened where supplied in sealed packaging;
• complete and undamaged;
• in fully resaleable condition;
• within an acceptable remaining shelf life;
• returned in the original packaging where reasonably possible.

The additional 30-day goodwill returns arrangement does not normally apply to:

• made-to-order products;
• made-to-cut or cut-to-size products;
• personalised or customer-specific products;
• specially ordered non-stock products;
• mixed, tinted or specially manufactured materials;
• opened resin, topcoat, catalyst, adhesive, primer, coating or chemical products;
• products with a materially reduced remaining shelf life;
• products that have been installed, used, cut, trimmed or altered;
• products exposed to weather or site conditions;
• clearance products stated to be non-returnable before purchase;
• trade, commercial or business purchases.

An approved goodwill return outside the statutory cancellation period may be subject to a reasonable handling and restocking charge of up to 20% of the product price.

Original delivery charges are not normally refunded under the additional goodwill returns arrangement.

6. Exchanges

There is no automatic right to exchange correctly supplied goods.

We may agree to exchange eligible standard products as part of our goodwill returns arrangement.

Any exchange must be approved in writing before goods are returned and may be subject to:

• return carriage charges;
• collection charges;
• redelivery charges;
• specialist carrier charges;
• reasonable handling or restocking charges;
• any difference in price between the original and replacement products.

7. Hazardous, Chemical, Long and Bulky Products

Many of the products we supply are liquids, chemicals, hazardous goods, oversized products or items that cannot safely or legally be returned using an ordinary postal service.

These products may include:

• resin;
• topcoat;
• catalyst and organic peroxide products;
• primers;
• adhesives;
• solvents;
• liquid roofing coatings;
• roof repair products;
• long GRP trims;
• boards;
• pallets;
• oversized roofing systems.

Customers must not post or arrange the return of hazardous, chemical, liquid, long or bulky products without first receiving return instructions from us.

A specialist or approved dangerous-goods carrier may be required.

The customer is responsible for the direct cost of returning change-of-mind goods where this responsibility was explained before purchase.

Where goods cannot normally be returned by post, return or collection charges may be substantial. Any estimate provided is an estimate only and may depend on:

• the collection postcode;
• the type and quantity of goods;
• the product’s dangerous-goods classification;
• the condition of the packaging;
• pallet requirements;
• carrier availability;
• fuel surcharges;
• whether the collection is from a residential or commercial address.

Goods remain the customer’s responsibility until received at the authorised returns location.

Customers should use suitable packaging, tracking and insurance and must comply with all applicable dangerous-goods transport requirements.

8. United Kingdom Use and Onward Export

Unless expressly agreed by us in writing before the order is accepted, our products are sold for delivery, distribution and use within the United Kingdom.

Some of the products we supply:

• contain hazardous or regulated substances;
• are subject to dangerous-goods transport restrictions;
• may only be supported or warranted by the manufacturer within the United Kingdom;
• may require country-specific registrations, labelling, certification or documentation;
• may not be accepted by international carriers;
• may not be approved for sale or use in another country.

Customers must tell us before placing an order where the goods are intended to be:

• exported from the United Kingdom;
• transported internationally;
• used outside the United Kingdom;
• delivered to a freight forwarder for onward export;
• collected by a third party for transportation overseas.

Unless we expressly agree otherwise in writing, Composite Roof Supplies Ltd does not undertake to:

• arrange international transportation;
• confirm that a product complies with the laws of another country;
• obtain foreign product registrations or approvals;
• provide translated documentation;
• provide country-specific certificates or declarations;
• arrange overseas warranty or technical support;
• confirm acceptance by an airline, ferry operator, courier, haulier, freight forwarder, customs authority or foreign regulator.

Any safety data sheet, labelling or product information required for the lawful supply of the goods within the United Kingdom will be provided where applicable.

Additional export-specific documents, translated safety data sheets, overseas certifications, declarations, registrations or technical documentation are not included unless expressly agreed by us in writing before the order is accepted.

Where goods are correctly supplied for the United Kingdom market, a subsequent refusal by any of the following will not, by itself, mean that the goods are faulty or not as described:

• the manufacturer;
• an international carrier;
• an airline or ferry operator;
• a courier or freight forwarder;
• a customs authority;
• an overseas distributor;
• an overseas regulator;
• an overseas warranty or technical-support provider.

This includes a refusal to:

• transport the goods internationally;
• accept the goods as dangerous cargo;
• permit importation;
• provide export-specific documentation;
• provide technical support outside the United Kingdom;
• approve the goods for use in another country.

Where a customer arranges onward export after delivery to a United Kingdom address, the export is undertaken at the customer’s own cost and risk.

The customer is responsible for determining and complying with:

• dangerous-goods transport requirements;
• packaging and labelling requirements;
• customs and import rules;
• local environmental and chemical regulations;
• product-registration requirements;
• taxes, duties and charges;
• permitted product uses in the destination country;
• storage and handling rules;
• local installation standards.

A customer’s inability to export, transport, register, import or use a correctly supplied UK-market product overseas does not create an automatic right to cancel or receive a refund.

However, this section does not remove any statutory consumer cancellation right that still applies to eligible standard goods, or any rights relating to goods that are faulty, incorrectly supplied or materially different from their description.

Made-to-order, made-to-cut, bespoke and business orders remain subject to the restrictions set out elsewhere in this policy.

9. Circumstances Outside Our Reasonable Control

We will not be responsible for delays, additional costs or failure to perform obligations caused by events outside our reasonable control.

These may include:

• carrier or freight-forwarder refusal;
• dangerous-goods restrictions;
• border or customs delays;
• import or export restrictions;
• regulatory intervention;
• changes in law or transport rules;
• manufacturer restrictions;
• manufacturer refusal to support export or overseas use;
• refusal by an overseas authority to accept a product;
• strikes or industrial action;
• severe weather;
• fire, flood or natural disaster;
• road closures;
• port disruption;
• shortages of transport capacity;
• failure of utilities, communications or computer systems;
• acts or omissions of third-party carriers or suppliers.

Where such an event occurs, we will take reasonable steps to minimise its effect.

This section does not exclude liability that cannot legally be excluded and does not remove a consumer’s applicable statutory rights.

10. Faulty, Damaged, Incorrect or Misdescribed Products

It is our responsibility to supply consumer goods that are of satisfactory quality, fit for their intended purpose and as described.

Customers should inspect goods as soon as reasonably possible after delivery.

Where goods arrive faulty, damaged, incomplete, incorrect or materially different from their description, please contact us promptly and provide:

• the order number;
• a clear description of the issue;
• photographs of the products;
• photographs of the labels;
• photographs of the packaging;
• details of whether the product has been opened, used or installed.

Prompt notification assists us in raising a claim with the supplier or delivery carrier. However, failure to report courier damage within an arbitrary 24-hour period will not automatically remove a consumer’s statutory rights.

Depending on the circumstances and the customer’s legal entitlement, the remedy may include:

• repair;
• replacement;
• exchange;
• refund;
• price reduction;
• provision of missing components.

Where we are responsible for faulty, damaged, incorrect or misdescribed products, we will arrange or reimburse a reasonable return or collection method.

Customers must not arrange an expensive, specialist or hazardous-goods return without first giving us a reasonable opportunity to provide suitable instructions.

We are not responsible for damage or product failure caused after delivery by:

• incorrect storage;
• unsuitable installation;
• failure to follow product instructions;
• incorrect catalyst ratios;
• application outside permitted temperatures;
• application during unsuitable weather;
• use on an unsuitable substrate;
• contamination;
• water ingress from an unrelated source;
• misuse;
• accidental damage;
• normal wear and tear.

This does not apply where the underlying cause was a fault that existed when the product was supplied.

11. Trade, Business and Commercial Orders

Trade and business customers do not receive the statutory consumer cooling-off period.

Products purchased wholly or mainly for business, trade, contracting, professional, installation or resale purposes cannot be returned or refunded merely because:

• the customer has changed their mind;
• too much material was ordered;
• the wrong size, colour, quantity or product was selected;
• the customer or installer made an incorrect measurement;
• a project has been delayed or cancelled;
• planning permission was refused;
• a customer or contractor no longer requires the goods;
• the goods cannot be exported or used outside the United Kingdom;
• an overseas carrier, manufacturer or authority refuses the goods;
• overseas documentation or support is unavailable.

Any business change-of-mind cancellation or return is entirely at our discretion and must be agreed by us in writing before goods are returned.

Approved business returns may be subject to:

• return or collection charges;
• redelivery charges;
• specialist dangerous-goods transport costs;
• a handling or restocking charge of up to 20%;
• deductions for damaged packaging;
• deductions for reduced shelf life;
• deductions for reduced resale value;
• costs already incurred in processing or dispatching the order;
• costs incurred in cutting, manufacturing, mixing or preparing the goods.

Made-to-order, made-to-cut, mixed, tinted, personalised or specially manufactured business orders are non-returnable for change of mind once preparation or production has begun.

Nothing in this section excludes any contractual or legal rights applying to faulty, misdescribed or non-conforming business goods, or any liability that cannot legally be excluded.

12. Cancelling an Order Before Dispatch

Please contact us immediately where you wish to cancel an order before dispatch.

Eligible standard consumer goods that have not entered the dispatch process will normally be cancelled and refunded in full.

Where goods have already been dispatched, the cancellation and returns procedures in this policy will apply.

Business-order cancellations are discretionary.

Made-to-order, made-to-cut, mixed, tinted, personalised or specially manufactured products cannot normally be cancelled once cutting, preparation, mixing or manufacturing has started.

Where cancellation is requested after a specialist supplier, manufacturer, carrier or cutting service has begun work, any cancellation will be subject to whether the order can reasonably be stopped.

13. Return Addresses and Supplier Locations

Products may be dispatched from different suppliers, manufacturers and warehouse locations.

The correct return location may therefore be different from:

• the dispatch address;
• our registered office;
• the address printed on the delivery label;
• another supplier’s warehouse.

Customers must contact us before returning goods so that we can provide the correct return instructions.

We are not responsible for loss, delay, additional carriage charges or refusal caused by goods being returned to an unauthorised or incorrect address.

14. Refunds Following Consumer Cancellation

For a valid statutory cancellation, we will refund:

• the price paid for eligible returned products; and
• the cost of our least expensive standard delivery service where the entire order is cancelled.

Where the customer selected an enhanced, express, timed or premium delivery service, we are not required to refund the additional cost above our least expensive standard delivery option.

Where only part of an order is cancelled, the original delivery charge may not be refundable unless required by law.

We may withhold the refund until:

• the returned goods have been received; or
• the customer provides satisfactory evidence that the goods have been returned,

whichever occurs first.

Refunds will be made using the original payment method without undue delay and no later than 14 days after we receive the goods or satisfactory evidence of their return.

Any lawful deduction for diminished value will be explained to the customer.

15. How to Request a Return

To request a cancellation, return or exchange, please provide:

• your full name;
• your order number;
• the products concerned;
• the reason for the return;
• photographs where relevant;
• confirmation of whether the goods have been opened, used, installed, cut or altered.

Contact:

Composite Roof Supplies Ltd

Email: sales@compositeroofsupplies.co.uk
Phone and WhatsApp: 0207 101 3977
Website: fibreglassroofingkits.co.uk

Registered office:

5 Brooklands Place
Brooklands Road
Sale
Cheshire
England
M33 3SD

Company number: 10890166
VAT number: GB 237 1051 38

The registered office is not a returns warehouse.

A return address and appropriate instructions will be provided after you contact us.

16. Model Consumer Cancellation Form

Complete and return this form only where you wish to cancel an eligible consumer contract.

To:

Composite Roof Supplies Ltd
Email: sales@compositeroofsupplies.co.uk

I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods:

Description of goods:

Order number:

Date ordered:

Date received:

Name of consumer:

Address of consumer:

Signature of consumer:
Only required where this form is submitted on paper.

Date: