Terms and Conditions of Sale

Last updated: 5th January

2026

1. About Us

These Terms and Conditions apply to purchases made from:

Composite Roof Supplies Ltd
Trading through fibreglassroofingkits.co.uk

Registered office:

5 Brooklands Place
Brooklands Road
Sale
Cheshire
England
M33 3SD

Company number: 10890166
VAT number: GB 237 1051 38

Email: sales@compositeroofsupplies.co.uk
Telephone and WhatsApp: 0207 101 3977

Composite Roof Supplies Ltd is referred to in these Terms as “CRS”, “we”, “us” or “our”.

The registered office is not a shop, customer collection point or returns warehouse. Goods must not be returned to the registered office unless we have expressly instructed you to do so.

2. Application of These Terms

These Terms apply to orders placed:

• through fibreglassroofingkits.co.uk;
• by telephone;
• by email;
• through an approved quotation;
• through a pro forma invoice;
• through an approved trade account.

Please read these Terms before placing an order.

By submitting an order, you confirm that:

• the information you have supplied is complete and accurate;
• you have checked the products, quantities, measurements and delivery information;
• you agree to be bound by these Terms;
• you agree to our Returns, Cancellations and Refunds Policy;
• you agree to our Privacy Policy and applicable website notices;
• you accept any product-specific terms clearly shown before purchase.

Nothing in these Terms limits or excludes any statutory rights or remedies that cannot legally be limited or excluded.

Where an accepted written quotation contains terms that conflict with these general Terms, the terms of that quotation will take priority for that particular order.

3. Consumer and Business Customers

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

A business customer is a person or organisation purchasing goods wholly or mainly for commercial, trade, contracting, installation, professional, development, resale or other business purposes.

Business customers may include:

• limited companies;
• partnerships;
• sole traders;
• roofing contractors;
• professional installers;
• builders;
• property developers;
• commercial landlords;
• organisations purchasing goods for commercial premises;
• customers purchasing goods for resale;
• customers purchasing materials for paid installation work.

Whether a customer is acting as a consumer or a business customer depends on the actual purpose of the purchase.

A genuine consumer will not lose statutory consumer rights merely because an account type, invoice description or checkout selection incorrectly describes them as a business customer.

Where the account information, order details and surrounding circumstances reasonably demonstrate that the goods are being purchased for business use, we may treat the transaction as a business purchase.

Different cancellation, returns, liability and jurisdiction provisions may apply to business customers.

4. Placing an Order

Products may be added to the online basket and reviewed before checkout.

Before submitting an order, you are responsible for checking:

• the products selected;
• product variations;
• colours;
• quantities;
• roof measurements;
• coverage calculations;
• trim lengths;
• delivery address;
• billing details;
• telephone number;
• email address;
• access restrictions;
• whether the goods are suitable for the intended project;
• whether professional installation or advice is required;
• whether the order contains made-to-cut or bespoke goods;
• whether the goods are intended for export or use outside the United Kingdom.

You will normally be given an opportunity to correct information before submitting an online order.

Where you discover an error after submitting an order, you must contact us immediately.

We will try to assist, but we cannot guarantee that an order can be changed or cancelled once it has entered:

• processing;
• picking;
• cutting;
• manufacturing;
• mixing;
• tinting;
• bespoke preparation;
• packaging;
• dispatch.

5. Order Acknowledgment and Contract Formation

After an online order is submitted, we will normally send an automatic acknowledgment email.

The acknowledgment confirms that we have received the order. It does not mean that the order has been accepted.

A legally binding contract is formed when we:

• expressly confirm acceptance in writing;
• send a dispatch confirmation; or
• dispatch the goods,

whichever happens first.

An invoice may also confirm the products and amounts included in an accepted order.

We may decline an order before acceptance where:

• goods are unavailable;
• a product has been discontinued;
• the quantity ordered is unavailable;
• a pricing or product-description error has occurred;
• delivery is unavailable to the address provided;
• the goods cannot safely or lawfully be transported;
• a dangerous-goods carrier will not accept the consignment;
• payment has not been authorised;
• fraud or misuse is suspected;
• the order appears to be intended for export;
• a regulatory or manufacturer restriction applies;
• the order cannot reasonably be fulfilled.

Where we decline an order after payment has been taken but before the order has been accepted, we will refund the amount paid.

Where an order is dispatched in separate consignments, a separate contract may be formed for each consignment when that consignment is accepted or dispatched.

6. Product Availability and Back Orders

All orders are subject to product availability.

Stock information displayed online is provided in good faith, but stock levels may change before an order is processed.

Some products are dispatched directly from third-party suppliers, manufacturers or specialist warehouses.

Where an item is unavailable, we may:

• provide an estimated revised dispatch date;
• place the item on back order;
• offer a suitable alternative;
• remove the unavailable item with your agreement;
• offer cancellation of the affected item;
• offer cancellation of the whole order where appropriate.

We will contact you using the telephone number or email address supplied with the order.

Where we cannot reach you and your instructions are required, the order may be placed on hold.

You may cancel an eligible standard consumer item rather than wait for a back order.

7. Product Substitutions

We will not substitute a materially different product without the customer’s agreement.

Where a product is unavailable, we may offer an alternative with similar characteristics.

The customer may accept or reject the proposed substitute.

Minor changes to the following may occur where they do not materially alter the product’s specification or intended performance:

• packaging;
• branding;
• labels;
• colours;
• component appearance;
• manufacturer references;
• container design.

Where an agreed substitute is faulty, misdescribed or materially different from what was agreed, the customer retains their applicable legal rights.

8. Product Descriptions and Images

We take reasonable care to describe products accurately.

Product photographs are illustrative. Colours and appearance may vary because of:

• display and screen settings;
• lighting;
• photographic conditions;
• manufacturing batches;
• raw-material variation;
• supplier changes;
• manufacturer updates;
• packaging changes.

Measurements, weights, coverage figures and application rates may be approximate unless expressly stated otherwise.

Coverage may be affected by:

• substrate condition;
• surface porosity;
• application thickness;
• waste;
• installer experience;
• product temperature;
• weather conditions;
• roof shape;
• detailing;
• application method.

Customers should review all applicable:

• product instructions;
• technical data sheets;
• safety data sheets;
• application guidance;
• warranty conditions.

9. Roof Calculators and Quantity Estimates

Any roof calculator, kit calculator, product selector, quantity estimate or automated recommendation is provided as an estimating aid.

Results depend on the accuracy of the information entered by the customer.

Customers must independently check:

• roof measurements;
• roof area;
• perimeter measurements;
• trim requirements;
• roof shape;
• substrate suitability;
• waste allowances;
• product coverage;
• drainage details;
• upstands;
• abutments;
• manufacturer requirements.

We are not responsible for an incorrect calculation caused by inaccurate or incomplete measurements or information provided by the customer.

Customers should allow an appropriate margin for:

• waste;
• overlaps;
• complex details;
• application losses;
• unforeseen site requirements.

10. Technical Guidance

General information supplied through:

• telephone calls;
• emails;
• website content;
• calculators;
• videos;
• product descriptions;
• installation guides,

does not replace:

• a physical site inspection;
• a structural assessment;
• a professional roof survey;
• manufacturer instructions;
• safety data sheets;
• building regulations;
• planning requirements;
• the judgment of a competent installer.

Unless expressly agreed in writing, we do not provide professional architectural, structural, surveying or installation services.

Where a consumer explains a specific intended purpose and reasonably relies on a specific recommendation made by us, nothing in this section removes any statutory right that may apply.

11. Prices and VAT

Prices may change at any time before an order is accepted.

The price charged will normally be the price displayed or quoted when the order is submitted, subject to:

• correction of obvious errors;
• delivery surcharges disclosed before acceptance;
• changes requested by the customer;
• changes to an unaccepted quotation.

Consumer prices and checkout totals will include VAT where VAT is applicable.

Trade prices and quotations may be shown excluding VAT where this is made clear. VAT will then be added at the applicable rate.

Delivery, dangerous-goods, pallet, long-goods and remote-area charges may be shown separately.

12. Pricing and Website Errors

We take reasonable steps to ensure that prices and product information are correct.

Where an obvious pricing, description, stock or calculation error is discovered before acceptance, we may:

• contact the customer with the correct information;
• offer to proceed at the corrected price;
• offer an alternative;
• cancel and refund the affected order.

We will not increase the price of an accepted consumer order without the customer’s agreement, except where permitted by law.

Where the website displays a clearly incorrect or nominal delivery charge, including a placeholder charge caused by the website being unable to calculate a remote-area or specialist delivery price, we may contact the customer with the correct delivery charge before accepting the order.

The customer may accept the revised delivery charge or cancel the affected order before dispatch.

13. Payment

Payment must be made using a payment method offered:

• at checkout;
• on an invoice;
• through an approved payment link;
• through an agreed trade account.

Payments may be processed by secure third-party payment providers.

We do not normally receive or store complete payment-card details.

Unless written credit terms have been agreed, payment must be received in cleared funds before goods are dispatched.

We may withhold processing or dispatch where:

• payment has failed;
• payment is reversed;
• a payment provider requires additional verification;
• fraud checks cannot be completed;
• an invoice remains unpaid;
• a trade account is overdue.

The customer confirms that they are authorised to use the payment method supplied.

14. Trade Credit and Overdue Accounts

Trade credit is available only where expressly approved in writing.

We may:

• set or change a credit limit;
• withdraw credit facilities;
• require payment before dispatch;
• place an overdue account on hold;
• offset credits against amounts owed;
• recover interest and lawful debt-recovery costs on overdue business debts.

Payment terms shown on an accepted quotation, invoice or approved account agreement will apply to that transaction.

A failure to enforce payment terms on one occasion does not waive our right to enforce them later.

15. Cancelling or Changing an Order Before Dispatch

Contact us immediately where you wish to cancel or change an order.

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

We cannot guarantee that an order can be cancelled or amended after:

• cutting has begun;
• mixing or tinting has begun;
• manufacturing has begun;
• bespoke preparation has started;
• goods have been collected by a carrier;
• dispatch documentation has been completed;
• a supplier has incurred costs specifically for the order.

Business-order cancellation is discretionary unless otherwise agreed in writing.

Cancellation rights after delivery are explained in our Returns, Cancellations and Refunds Policy.

16. Made-to-Order, Made-to-Cut and Bespoke Goods

Some goods are made, cut, mixed, tinted, manufactured or altered to a customer’s specification.

These may include:

• materials cut to measurements supplied or approved by the customer;
• cut-to-length trims;
• cut membranes;
• cut boards;
• custom-sized rooflights;
• specially manufactured products;
• specially mixed products;
• tinted coatings;
• non-standard roofing systems;
• personalised products;
• products permanently altered to fulfil customer instructions.

Consumers do not normally have a change-of-mind cancellation right for goods genuinely made to their specifications or clearly personalised.

Once custom production or preparation has started, those goods cannot normally be cancelled or returned because the customer has changed their mind.

A standard product is not treated as bespoke merely because it has been picked, packed or assembled following an order.

This section does not remove rights relating to products that are:

• faulty;
• damaged before delivery;
• incorrectly supplied;
• materially misdescribed.

17. Delivery Areas

Unless expressly confirmed otherwise in writing, we deliver only to addresses within the United Kingdom that are covered by our approved carriers.

Standard advertised delivery prices normally apply only to the areas stated:

• at checkout;
• in an accepted quotation;
• on our Shipping Information page.

Additional charges or service restrictions may apply to:

• Northern Ireland;
• the Scottish Highlands;
• Scottish islands;
• the Isle of Wight;
• the Isle of Man;
• the Channel Islands;
• offshore islands;
• remote postcodes;
• restricted-access locations;
• congestion zones;
• clean-air or low-emission zones;
• locations requiring a specialist or smaller vehicle;
• construction sites requiring special arrangements.

Some products cannot be delivered to every postcode because of:

• size;
• length;
• weight;
• dangerous-goods classification;
• carrier restrictions;
• ferry or tunnel restrictions;
• limited specialist-vehicle availability;
• supplier restrictions.

Where delivery cannot be provided to the requested address, we may refuse the order or propose an alternative arrangement.

18. Delivery Charges

Delivery charges are calculated using information available when the order is placed.

Where the website cannot calculate the correct delivery charge, the amount shown at checkout may be provisional.

We will normally contact the customer before accepting or dispatching the order where an additional charge is known to be required.

The customer may:

• accept and pay the additional charge;
• change the delivery address where possible;
• cancel the affected order before dispatch.

Where additional costs arise after dispatch because the customer:

• supplied incorrect information;
• supplied an incorrect address;
• failed to disclose access restrictions;
• failed to comply with agreed delivery arrangements,

the customer may be responsible for the reasonable additional costs incurred.

19. Dispatch and Delivery Estimates

Orders are normally processed on working days.

Working days are Monday to Friday, excluding public and bank holidays in the relevant part of the United Kingdom.

Orders placed before 12:00 noon may be processed for same-day dispatch where:

• the goods are in stock;
• payment has cleared;
• the order does not require manual checks;
• no cutting or bespoke preparation is required;
• a suitable carrier collection remains available.

Same-day dispatch is a target and is not guaranteed unless expressly confirmed in writing.

Orders placed after the processing cut-off will normally be processed on the following working day.

Delivery estimates:

• begin after dispatch;
• do not normally include the dispatch date;
• exclude weekends and bank holidays unless a weekend service is purchased;
• may vary between separate parts of an order.

A next-working-day service is not necessarily available for:

• hazardous goods;
• long goods;
• pallets;
• remote areas;
• offshore addresses;
• restricted postcodes.

Unless another delivery period is agreed, consumer goods will be delivered without undue delay and normally within 30 days after the contract is formed.

20. Delivery Times

Where available, deliveries will normally take place during the carrier’s working hours.

Typical delivery times may fall between approximately 7:30 a.m. and 5:30 p.m., but this is not guaranteed.

Drivers may arrive outside an estimated time window because of:

• traffic;
• weather;
• route changes;
• previous delivery delays;
• operational requirements;
• dangerous-goods restrictions.

A request for a particular time does not create a guaranteed timed-delivery service unless we expressly accept and confirm that service in writing.

21. Delivery Dates and Contractors

Delivery dates and time windows are estimates unless we expressly confirm in writing that a particular date is guaranteed or essential to the contract.

We use third-party carriers, suppliers and depots. Delays can occasionally occur.

Customers should not:

• book contractors;
• remove an existing roof;
• begin installation;
• arrange cranes;
• arrange scaffolding;
• arrange access equipment;
• commit paid labour;
• commit to urgent project deadlines,

until all goods have been received, inspected and confirmed as correct and undamaged.

Nothing in this section removes a consumer’s statutory rights where:

• an agreed delivery deadline was essential;
• we refuse to deliver;
• delivery does not occur within the required legal or agreed period;
• the customer provides an appropriate additional period and delivery still does not occur.

22. Split Deliveries

Orders containing different types of product may arrive in separate consignments.

For example:

• long trims may be dispatched separately;
• chemicals may travel through a dangerous-goods network;
• decking products may come from a specialist warehouse;
• accessories may arrive separately from pallets;
• made-to-order products may be dispatched later than stock products.

Separate consignments may arrive:

• on different days;
• through different carriers;
• from different locations.

An order is not necessarily incomplete merely because one consignment arrives before another.

Tracking information may be issued separately for each consignment.

23. Delivery Access and Vehicle Requirements

The customer is responsible for ensuring that the delivery address is reasonably and safely accessible by the type of commercial vehicle normally required to deliver the ordered goods.

Before placing an order, the customer must tell us about relevant access restrictions, including:

• narrow roads;
• narrow entrances;
• low bridges;
• arches;
• overhead cables;
• vehicle width restrictions;
• vehicle height restrictions;
• vehicle weight restrictions;
• sharp or restricted turning areas;
• unsuitable road surfaces;
• private or unadopted roads;
• gated access;
• pedestrian-only areas;
• restricted delivery hours;
• security controls;
• controlled construction sites;
• permit requirements;
• booking requirements;
• locations unsuitable for large commercial vehicles.

The carrier and CRS will normally select the delivery vehicle based on:

• the products ordered;
• the size and weight of the consignment;
• the delivery postcode;
• information supplied by the customer;
• the carrier’s normal operating requirements.

We do not guarantee that a particular type or size of vehicle will be used unless expressly agreed in writing.

Where the original vehicle cannot safely or lawfully access the delivery address because of an undisclosed or incorrectly described restriction, the carrier may:

• refuse or abort the delivery;
• return the goods to a depot;
• return the goods to the dispatching warehouse;
• transfer the goods to another vehicle;
• arrange a smaller vehicle;
• arrange a specialist vehicle;
• require collection from an accessible location.

Where a smaller vehicle, specialist vehicle, transshipment, additional journey or alternative arrangement is required because of inaccurate or incomplete information supplied by the customer, the customer may be charged the reasonable additional costs incurred.

These costs may include:

• an aborted-delivery charge;
• vehicle-change charges;
• transshipment charges;
• cross-docking charges;
• redelivery charges;
• depot-handling charges;
• storage charges;
• return-to-sender charges;
• specialist-vehicle charges.

We may require payment of these additional costs before another delivery attempt is arranged.

These charges will not apply where the failure or vehicle problem was caused solely by CRS, the supplier or the carrier.

For consumer customers, additional charges will only be applied where legally permitted and will reflect reasonable costs incurred rather than an arbitrary penalty.

24. Kerbside and Bulky Deliveries

Deliveries of pallets, long goods, boards and bulky products are normally made to the nearest safe and accessible kerbside location.

Drivers are not normally required to:

• enter an unsafe road;
• enter unsuitable premises;
• carry products through a building;
• take products onto a roof;
• move products to another floor;
• unpack products;
• install products;
• move over unstable ground;
• wait for an unreasonable period;
• breach road or safety requirements.

The customer is responsible for providing enough people and appropriate equipment to safely move heavy, long or bulky goods after delivery.

The customer should check the approximate weight and dimensions of the products before ordering.

25. Receiving Goods

The customer must ensure that an authorised person is available to receive, inspect and, where required, sign for the goods.

Hazardous, chemical, palletised, oversized and long-goods consignments may not be left unattended.

The customer must ensure that:

• somebody is present during the notified delivery period;
• the delivery telephone number is accurate and monitored;
• gates and access points are available;
• security arrangements have been dealt with;
• suitable unloading space is available;
• required personnel or equipment are present.

Where the customer expressly requests delivery to:

• a safe place;
• a neighbour;
• a reception desk;
• a building-site representative;
• another nominated recipient,

delivery completed in accordance with those instructions will normally be treated as delivery to the customer, to the extent permitted by law.

We are not responsible for loss occurring after products have been delivered in accordance with clear customer instructions.

This does not apply where the carrier ignores those instructions or leaves the goods in an unauthorised or clearly unsafe location.

26. Missed, Refused or Failed Deliveries

A delivery may be treated as missed or failed where it cannot be completed because:

• nobody is available to receive the goods;
• access is unavailable;
• delivery is refused without lawful justification;
• the address is incorrect or incomplete;
• access restrictions were not disclosed;
• the customer cannot be contacted;
• gates or security controls prevent access;
• suitable unloading space is unavailable;
• required personnel or equipment are not present;
• hazardous or oversized goods cannot safely be left;
• the delivery vehicle cannot safely or lawfully access the location;
• the customer requests delivery to a materially different location.

The carrier may:

• make another delivery attempt;
• hold the products at a depot;
• transfer the products to another vehicle;
• return the products to the dispatching warehouse.

A missed, refused or failed delivery caused by the customer or the delivery location may be subject to additional charges.

The customer may be responsible for reasonable costs incurred, including:

• aborted-delivery charges;
• redelivery charges;
• vehicle-change charges;
• smaller or specialist vehicle charges;
• storage charges;
• depot-handling charges;
• return-to-sender charges;
• supplier reprocessing charges;
• additional dangerous-goods charges.

We may require these charges to be paid before redelivery is arranged.

Where goods are returned following a failed delivery, this does not automatically cancel the order or create an automatic entitlement to a refund.

Applicable consumer cancellation rights remain subject to our Returns, Cancellations and Refunds Policy.

No additional missed-delivery charge will apply where delivery failed solely because of an error by CRS, the supplier or the carrier.

27. Risk and Ownership

For consumers, risk in the goods normally passes when the consumer, or a person nominated by the consumer, takes physical possession of them.

For business customers, risk passes on delivery or attempted delivery at the agreed address, unless otherwise agreed in writing.

Ownership of the goods will not pass until we have received full cleared payment for:

• the goods;
• VAT;
• delivery charges;
• other sums due for the relevant order.

Until ownership passes, a business customer must:

• keep the goods identifiable as our property;
• store them safely;
• not remove identifying labels;
• not pledge or charge them as security.

28. Inspecting Deliveries

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

Particular care should be taken when inspecting:

• chemical containers;
• leaking or damaged tins;
• catalyst products;
• liquids;
• long trims;
• boards;
• palletised goods;
• fragile components.

Do not use a leaking, unsafe or visibly damaged chemical product.

Please report damage, shortage or incorrect products promptly and provide:

• the order number;
• photographs of external packaging;
• photographs of shipping labels;
• photographs of the affected products;
• details of missing items;
• confirmation of whether the goods have been opened or used.

Prompt notification helps us raise a claim against the supplier or carrier.

However, an arbitrary carrier-reporting deadline does not remove a consumer’s statutory rights.

29. Hazardous and Chemical Products

Some products we supply are classified as hazardous or dangerous for storage, use or transport.

These may include:

• resin;
• topcoat;
• catalyst;
• organic peroxide products;
• solvents;
• primers;
• adhesives;
• coatings;
• liquid roofing products.

Customers must:

• read product labels;
• read applicable safety data sheets;
• follow manufacturer instructions;
• use appropriate personal protective equipment;
• provide adequate ventilation;
• observe fire and ignition precautions;
• store products safely;
• keep products away from children;
• prevent access by unauthorised persons;
• comply with disposal requirements;
• use products within their stated shelf life;
• observe temperature and weather restrictions.

Products must not be mixed or used contrary to the manufacturer’s instructions.

Catalysts, hardeners and reactive chemicals must be handled with particular care.

We are not responsible for product failure, damage or injury caused by incorrect mixing, storage, use or handling, except where liability cannot legally be excluded.

30. Hazardous-Goods Transport and Returns

Hazardous goods may be subject to legal requirements concerning:

• classification;
• packaging;
• marking;
• labelling;
• documentation;
• carrier training;
• vehicle requirements;
• quantity limits.

Hazardous products must not be returned through an ordinary postal service unless that service expressly accepts the goods and all applicable transport requirements have been met.

Customers must not return resin, catalyst, topcoat, solvents, coatings or other regulated products without first receiving written instructions from us.

Returns may require:

• approved packaging;
• correct labels;
• dangerous-goods documentation;
• a specialist carrier;
• pallet transport;
• collection from a suitable address.

A customer who independently arranges an unsafe, unlawful or unauthorised hazardous-goods return is responsible for the consequences of that arrangement, to the extent permitted by law.

31. United Kingdom-Only Supply and Use

All products supplied by CRS are sold exclusively for delivery, distribution and use within the United Kingdom.

The goods are not supplied, approved or authorised by CRS for export or use outside the United Kingdom.

As a condition of sale, the customer agrees not to directly or indirectly:

• export the goods;
• arrange for the goods to be exported;
• transport the goods outside the United Kingdom;
• arrange collection by an international carrier;
• deliver the goods to a freight forwarder;
• deliver the goods to a parcel-forwarding service;
• resell the goods where the customer knows or reasonably suspects that they will be exported;
• supply the goods to another person for export;
• use the goods outside the United Kingdom;
• assist or facilitate any prohibited onward export.

This restriction applies even where the original delivery address is within the United Kingdom.

The goods may:

• contain hazardous or regulated substances;
• be classified as dangerous goods;
• be registered or labelled specifically for the UK market;
• use UK-specific safety documentation;
• be subject to manufacturer territorial restrictions;
• be unsupported outside the United Kingdom;
• be prohibited or restricted by international carriers;
• be prohibited or restricted by a destination country.

The availability of a UK safety data sheet, product label or technical document does not mean that a product is approved for export or overseas use.

32. Orders Intended for Export

Customers must not place an order where the goods are intended for export or use outside the United Kingdom.

Customers must not use:

• UK freight-forwarding addresses;
• parcel-forwarding services;
• export-consolidation services;
• international hauliers;
• third-party collection arrangements;
• intermediate UK delivery addresses,

to avoid the prohibition on export.

Where we reasonably believe that an order is intended for export, we may:

• place the order on hold;
• request further information;
• refuse the order;
• cancel the order before dispatch;
• refuse delivery to a freight-forwarding address;
• refuse to provide export documentation;
• refuse international technical or warranty support.

Where an unaccepted order is cancelled for this reason, any payment received will normally be refunded.

Where cutting, mixing, manufacture or bespoke preparation has already begun, cancellation and refund rights will depend on:

• the nature of the goods;
• the stage of preparation;
• our Returns, Cancellations and Refunds Policy;
• applicable law.

CRS does not undertake to:

• act as exporter of record;
• arrange international transport;
• prepare export declarations;
• obtain overseas licences;
• obtain overseas product registrations;
• provide foreign-language labels;
• provide translated safety data sheets;
• provide country-specific certificates;
• confirm compliance with foreign law;
• arrange overseas technical support;
• arrange overseas warranty support;
• approve third-party export arrangements.

33. Unauthorised Export and Export Refusal

Any export or attempted export of the goods is made in breach of these Terms.

Where a customer exports, attempts to export or facilitates export, the customer is responsible, to the extent permitted by law, for:

• transport arrangements;
• dangerous-goods compliance;
• packaging;
• labelling;
• customs declarations;
• export and import requirements;
• permits;
• licences;
• overseas product registrations;
• taxes;
• duties;
• regulatory charges;
• storage;
• handling;
• carrier refusal;
• detention;
• seizure;
• destruction;
• return transportation;
• third-party claims arising from the export.

CRS will not be responsible for loss, delay, cost or refusal caused by an unauthorised export or attempted export.

A refusal by any of the following does not, by itself, mean that correctly supplied UK-market goods are faulty or misdescribed:

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

This includes refusal to:

• transport the goods;
• accept them as dangerous cargo;
• permit importation;
• provide export documentation;
• provide translated documentation;
• provide overseas technical support;
• provide an overseas warranty;
• approve the goods for use in another country.

A customer’s inability to export, transport, import, register or use a correctly supplied product outside the United Kingdom does not create an automatic right to cancel the order or receive a refund.

Nothing in these sections removes:

• applicable statutory consumer cancellation rights;
• rights relating to faulty products;
• rights relating to incorrectly supplied products;
• rights relating to materially misdescribed products;
• liability that cannot lawfully be excluded.

34. Circumstances Outside Our Reasonable Control

We are not responsible for delay or failure caused by circumstances outside our reasonable control.

These may include:

• severe weather;
• fire;
• flood;
• natural disaster;
• road closures;
• industrial action;
• port disruption;
• border or customs delays;
• carrier failure;
• vehicle breakdown;
• fuel shortages;
• shortages of materials;
• manufacturer interruption;
• war;
• terrorism;
• civil disorder;
• epidemic or pandemic restrictions;
• changes in law;
• regulatory intervention;
• dangerous-goods restrictions;
• import or export restrictions;
• international carrier refusal;
• failure of utilities;
• failure of communications systems;
• failure of computer systems.

Where such an event occurs, we will take reasonable steps to reduce its effect and will contact affected customers where appropriate.

Our affected obligations may be suspended for the duration of the event.

Where performance becomes impossible or a delay gives the customer a legal right to cancel, we will deal with the order and any refund in accordance with applicable law.

35. Consumer Product Rights

Products supplied to consumers must meet the standards required by applicable law, including being:

• of satisfactory quality;
• fit for any specific purpose made known and reasonably relied upon;
• as described;
• correctly installed where installation forms part of our contract.

Where consumer goods do not conform to the contract, the consumer may be entitled to remedies including:

• rejection;
• repair;
• replacement;
• price reduction;
• a refund.

The available remedy will depend on the circumstances and applicable law.

Nothing in these Terms limits or replaces those rights.

36. Faulty, Damaged, Incorrect or Misdescribed Goods

Where products are faulty, damaged, incomplete, incorrectly supplied or materially different from their description, contact us as soon as reasonably possible.

We may request reasonable evidence, including:

• photographs;
• labels;
• batch numbers;
• packaging;
• installation information;
• storage information.

Customers must give us a reasonable opportunity to:

• investigate the issue;
• provide safe return instructions;
• arrange collection;
• inspect the product;
• contact the manufacturer;
• offer an appropriate remedy.

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

Where we are responsible for the problem, we will arrange or reimburse a reasonable return method where required.

37. Returns, Cancellations and Refunds

Our separate Returns, Cancellations and Refunds Policy forms part of these Terms.

For eligible standard goods purchased by consumers at a distance:

• the consumer will normally have 14 days after delivery to notify us of cancellation;
• the consumer will normally have a further 14 days to return the goods;
• standard outbound delivery charges will be refunded where legally required;
• the consumer may be responsible for direct return costs where this was disclosed before purchase.

No fixed restocking fee will be applied to a valid statutory consumer cancellation.

A deduction may be made for diminished value caused by handling beyond what is reasonably necessary to inspect the goods.

Our additional 30-day goodwill returns period, where offered, is separate from statutory cancellation rights and may be subject to additional conditions and reasonable charges.

Customers must contact us before physically returning goods so that we can provide:

• the correct returns address;
• packaging instructions;
• dangerous-goods instructions;
• specialist carrier requirements.

38. Business and Trade Returns

Business customers do not receive the statutory consumer cooling-off period.

Products purchased wholly or mainly for business purposes cannot be returned for a refund merely because:

• the customer changed their mind;
• too much material was ordered;
• the wrong product was selected;
• the wrong size was selected;
• the wrong colour was selected;
• the wrong quantity was selected;
• measurements were incorrect;
• a project was delayed;
• a project was cancelled;
• planning permission was refused;
• a contractor no longer requires the products;
• the customer’s client no longer requires the products;
• the goods cannot be exported;
• overseas support is unavailable;
• export documentation is unavailable.

Any business change-of-mind return or cancellation is at our discretion and must be approved in writing.

Approved business returns may be subject to:

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

Nothing in this section removes rights or remedies applying to faulty, misdescribed or non-conforming business goods under the contract or applicable law.

39. Installation and Workmanship

Unless expressly agreed in writing, CRS supplies products only and does not provide installation services.

We are not responsible for the workmanship of:

• independent roofers;
• contractors;
• installers;
• builders;
• other third parties selected by the customer.

Customers and installers are responsible for:

• assessing the structure;
• checking the substrate;
• preparing the roof;
• checking falls and drainage;
• using appropriate tools;
• using suitable safety equipment;
• complying with building regulations;
• following manufacturer instructions;
• working within suitable temperatures;
• protecting uncured products from weather;
• using correct mixing ratios;
• ensuring competent installation.

A product warranty does not normally cover failure caused by defective preparation or installation.

40. Storage, Shelf Life and Product Use

Some products have a limited shelf life and must be stored under specified conditions.

The customer is responsible for:

• checking expiry or use-by information;
• storing products in accordance with instructions;
• protecting products from frost;
• protecting products from excessive heat;
• keeping containers sealed;
• preventing contamination;
• keeping batch information;
• using products within the stated shelf life.

We are not responsible for deterioration caused after delivery by:

• incorrect storage;
• prolonged storage;
• opened packaging;
• contamination;
• unsuitable temperature;
• moisture;
• frost;
• direct sunlight;
• failure to follow product instructions.

This does not apply where the underlying cause was a defect present when the goods were supplied.

41. Product Failure and Customer-Caused Damage

We are not responsible for damage or failure caused by:

• incorrect measurements;
• incorrect storage;
• expired products;
• contamination;
• incorrect catalyst ratios;
• over-catalysing;
• under-catalysing;
• inadequate mixing;
• unsuitable temperatures;
• rain;
• frost;
• condensation;
• excessive heat;
• unsuitable substrates;
• inadequate preparation;
• incompatible materials;
• incorrect installation;
• failure to follow instructions;
• misuse;
• accidental damage;
• normal wear and tear;
• unrelated structural movement;
• water ingress from another part of the building.

This does not apply where the underlying cause was a defect for which we are legally responsible.

42. Product and Manufacturer Warranties

Some products may carry a manufacturer’s product or system warranty.

Any manufacturer warranty is subject to its own conditions, which may include:

• correct installation;
• approved substrates;
• specified application rates;
• batch traceability;
• use of compatible system components;
• weather and temperature requirements;
• maintenance requirements;
• registration requirements;
• professional installation;
• retention of invoices;
• retention of installation photographs;
• UK-only geographic restrictions.

A reference to a warranty does not mean that every purchase or installation will automatically qualify.

Manufacturer warranties are additional to, and do not replace, consumer statutory rights against CRS.

Where a warranty is restricted to the United Kingdom, CRS does not represent that it will remain valid following export or overseas installation.

43. Trade Accounts and Pricing

Trade accounts and trade pricing are available only to approved trade customers.

We may request reasonable evidence of trade status.

Trade accounts:

• are personal to the approved business;
• must not be shared;
• must not be used for fraudulent purchases;
• may be reviewed;
• may be suspended;
• may be withdrawn;
• do not guarantee a permanent discount level.

Trade prices and discount structures may change prospectively.

A price change will not alter an order that has already been accepted unless the customer agrees.

Account activity may be reviewed to ensure that the account remains appropriate for trade use.

Purchasing volume does not automatically create a contractual right to a particular future discount.

44. Promotional Prices and Discount Codes

Promotional prices, sale prices and discount codes:

• apply only during the stated promotional period;
• may be limited to specified products;
• may not be combined unless expressly stated;
• may be withdrawn before an order is accepted;
• have no cash value;
• may be limited to one use per customer or account.

Promotional terms do not remove statutory consumer rights.

45. Website Use and Customer Accounts

Customers may use our website only for lawful purposes.

Customers must not:

• use the website fraudulently;
• place false or speculative orders;
• interfere with website security;
• attempt unauthorised access;
• use another person’s account without authority;
• provide false payment or delivery details;
• attempt to obtain trade pricing without qualifying;
• copy or commercially exploit website content without permission.

We may suspend or cancel an account where we reasonably believe that it is:

• being misused;
• inactive for a prolonged period;
• compromised;
• being used fraudulently;
• being operated in breach of these Terms.

Customers are responsible for keeping login details secure.

46. Intellectual Property

Website content, including:

• text;
• graphics;
• photographs;
• branding;
• calculators;
• product-selection tools;
• videos;
• page layouts;
• downloadable guides,

belongs to CRS or is used under licence.

Content must not be copied, republished, sold, commercially exploited or systematically extracted without written permission.

Customers may download or print reasonable extracts for personal use relating to products they have purchased or are considering purchasing.

47. Privacy and Cookies

We process personal information in accordance with our Privacy Policy.

We may share information with service providers where reasonably necessary to:

• process payments;
• fulfil orders;
• arrange delivery;
• provide tracking;
• operate customer service;
• prevent fraud;
• comply with legal obligations.

Service providers may include:

• payment processors;
• manufacturers;
• suppliers;
• warehouses;
• delivery carriers;
• technology providers;
• professional advisers.

Our use of cookies and similar technologies is explained in our Cookie Policy or website cookie notice.

48. Complaints

We aim to provide quality products and a reliable service, but recognise that problems can occur.

Complaints may be submitted using the contact details in section 1.

Please include:

• your name;
• order number;
• contact details;
• a description of the issue;
• relevant photographs or documents;
• the outcome you are seeking.

We aim to acknowledge complaints within two working days.

Some complaints may take longer to investigate, particularly where information is required from:

• a carrier;
• a manufacturer;
• a supplier;
• a payment provider.

We will aim to keep the customer reasonably informed while a complaint remains open.

49. Communications

We may communicate with customers by:

• email;
• telephone;
• SMS;
• WhatsApp;
• website notifications;
• account messages.

Transactional messages may include:

• order acknowledgments;
• payment information;
• dispatch notifications;
• delivery updates;
• requests for access information;
• return instructions;
• customer-service messages.

Customers are responsible for supplying accurate and current contact details.

Marketing communications will be handled separately and may be opted out of in accordance with our Privacy Policy.

50. Our Liability to Consumers

We are responsible to consumers for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

Goods supplied to consumers are intended for domestic and private use unless otherwise agreed.

We are not responsible to a consumer for business losses, including:

• loss of profit;
• loss of revenue;
• loss of business;
• business interruption;
• loss of opportunity.

Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• statutory consumer rights that cannot be excluded;
• defective products where liability cannot legally be excluded;
• any other liability that cannot legally be limited.

51. Our Liability to Business Customers

This section applies only to business customers.

Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of title;
• any liability that cannot legally be excluded.

Subject to the paragraph above, CRS will not be liable to a business customer for:

• loss of profit;
• loss of revenue;
• loss of sales;
• loss of contracts;
• loss of business;
• business interruption;
• loss of anticipated savings;
• loss of goodwill;
• loss of opportunity;
• indirect or consequential loss;
• contractor waiting time;
• labour booked before delivery;
• project delays based on estimated delivery dates.

Subject to applicable law and the requirement of reasonableness, our total aggregate liability relating to an order will not exceed the total amount paid for the affected goods under that order.

Business customers are responsible for maintaining appropriate insurance for their operations and projects.

52. Transfer and Subcontracting

We may use:

• manufacturers;
• suppliers;
• warehouses;
• payment providers;
• delivery carriers;
• subcontractors,

to perform our obligations.

We remain responsible to consumers where applicable law requires.

We may transfer our rights and obligations under a contract where this does not reduce a consumer’s legal protections.

A customer may not transfer contractual rights or obligations without our written agreement, except where applicable law permits.

53. Changes to These Terms

We may update these Terms from time to time.

The Terms applying to an order will normally be the version in force when the order was submitted and accepted.

A later change will not retrospectively alter an existing contract unless:

• the customer agrees;
• the change is required by law;
• the change does not materially disadvantage the customer.

The latest revision date will appear at the top of this page.

54. Waiver

Where we delay or fail to enforce a right, this does not mean that the right has been waived.

A waiver will apply only where expressly confirmed in writing.

55. Severability

If a provision of these Terms is found to be unlawful, invalid or unenforceable, it will be treated as modified to the minimum extent necessary or removed.

The remaining provisions will continue in effect.

56. Third-Party Rights

Unless expressly stated otherwise, no person other than the customer and Composite Roof Supplies Ltd has a right to enforce these Terms.

This does not prevent a lawful successor or permitted assignee from enforcing an assigned right.

57. Governing Law and Jurisdiction

These Terms and disputes arising from them are governed by the law of England and Wales.

For consumers, this choice does not remove mandatory legal protections available in the part of the United Kingdom where the consumer lives.

Consumers may bring proceedings in any court available to them under applicable law.

Business customers agree that the courts of England and Wales will have exclusive jurisdiction over disputes arising from these Terms or an order.

58. Contact Details

For questions about these Terms, an order, a return or a complaint, contact:

Composite Roof Supplies Ltd

Email: sales@compositeroofsupplies.co.uk
Telephone and WhatsApp: 0207 101 3977

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 address or customer collection point.