"020 8087 2004
info@rlrl.co.uk
https://rooflights-roof-lanterns.co.uk/
Introduction
1.1 We are trading as Rooflights & Roof Lanterns.
1.2 These are the terms and conditions on which we supply products to you, whether these are goods or services.
1.3 Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
1.4 By placing an order you confirm that you are at least 18 years of age.
1.5 In some areas you will have different rights under these terms depending on whether you are a business or consumer. You are a consumer if:
1.5.1 You are an individual; and
1.5.2 You are buying products from us wholly or mainly for your personal use (not for use in connection with your trade, business, craft or profession).
1.6 If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
1.7 Provisions specific to consumers or businesses are identified below.
Contact
2.1 You can contact us by completing our online contact form, emailing info@rooflights-roof-lanterns.co.uk.
2.2 If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.3 When we use the words ""writing"" or ""written"" in these terms, this includes emails.
Our contract with you
3.1 Our acceptance of your order will take place when full payment or deposit is made, at which point a contract will come into existence between you and us. Please check your pro forma invoice and ensure that all the details are correct before making payment. If you are in any doubt please contact us immediately.
3.2 If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, machine failure, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
3.3 Our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from addresses outside the UK. We are able to deliver to most of mainland UK excluding but we will advise if we are unable to deliver to you when you place an order. If we subsequently discover that we are unable to deliver to you, you will receive a full refund.
Our products
4.1 The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
4.2 We will provide technical specification details of the product we supply. Images, descriptions and specifications are provided for your information only. We have made every effort to be as accurate as possible however all sizes, dimensions and measurements indicated have a +/-4mm manufacturing tolerance.
4.3 We will endeavour to assist you regarding suitable products if required but you are responsible for ensuring the specification meets your needs and you should employ a qualified professional (such as a builder, architect or building officer) where required to confirm this. All projects are different so we are unable to confirm whether a product will meet building regulations or other standards or regulatory requirements when used in your project. If in doubt you should obtain building officer approval using our speciation before placing an order to ensure compliance on your project. Bespoke items cannot be changed once manufacturing has commenced.
4.4 If you require any further information such as test evidence or calculations these must be requested prior to placing the order. Such information is provided by the manufacturer or our supplier and we cannot guarantee it will be available for every product to a level of detail you may require.
4.5 If we are making the product to measurements you have given us you are responsible for ensuring that these measurements are correct.
4.6 Fixings and building material need to be purchased separately unless specified clearly in our offering. It is your responsibility to ensure the fixings or building material purchased are compatible with and suitable for your purpose and product. We recommend that for certain products especially larger, heavier items that you seek professional advice from a qualified source prior to ordering to ensure that the items are fit for purpose. We will provide technical specification details for the product we supply.
4.7 It is your responsibility to ensure access; sizes, weight, fittings and any other product application requirements are suitable. We strongly advise that you do not firmly schedule any installation work until receipt of the goods. We will not be held responsible for labour or machinery cost as a result of a delayed delivery.
4.8 Our Suppliers and manufacturers are constantly striving to improve the product offering and reserve the right to alter specifications at any time without notice prior to order acceptance. Use of materials and product specification is subject to amendment at any time. On occasions we may be unable to obtain special materials and will in such cases either substitute components of at least equivalent value, functionality and appearance or, failing this, contact you to discuss how we should proceed.
Warranty
5.1 Goods may be covered by warranties given to us by the manufacturer or our supplier. Warranties are specific to each of the individual goods and no complete system warranties are provided.
5.2 We do not manufacture any products and therefore do not provide any warranties ourselves however if you inform us immediately if you believe a product is defective within the warranty period, have not breached any requirements of the warranty and we agree the product is likely to be defective we will try to make a claim under the warranty.
5.3 All claims made under a warranty must be made directly to us by providing the delivery note, order number/Vat invoice number and details of the fault. Please note we cannot process a warranty claim if this information is not supplied as all warranties are logged by our suppliers or manufacturers with the delivery note reference/order number. A copy of the delivery note is provided upon delivery with the product or when a product is collected. We will use reasonable endeavours to have your claim accepted by the manufacturer or supplier but can accept no liability in the event that you are unable to make a claim or if your claim is unsuccessful. We can not accept any liability ourselves under the warranties.
5.4 Please note that if goods are not used in an appropriate manner, if they are improperly stored, installed, handled or are modified it is unlikely that the warranty will be valid. This warranty does not cover fair wear and tear, neglect, abuse or misuse of the products, loss or damage due to fire, smoke, lightning, sunlight, weather, rusting, corrosion, theft, or explosion, accidental damage and consequential loss. Any form of finishing/paintwork is not guaranteed.
5.5 Any defective goods should be returned to the address provided by the Seller at the Buyer’s expense. In the event the manufacturer/supplier upholds the warranty claim and reimburses the cost of returning the goods the Seller shall ensure this cost is reimbursed to the Buyer.
5.6 The Buyer shall pay to the Seller the cost (as certified by the Seller) of any examination of such goods as a result of which our supplier or manufacturer denies liability.
5.7 If any product is found to be defective under the warranty we will endeavour to arrange through our suppliers or manufacturers the repair or replacement of the defective goods. Such repair or replacement is at our supplier’s or manufacturer’s discretion and we cannot accept liability in the event that a warranty claim is not upheld or a repair or replacement is not made.
5.8 We will not accept any liability for supplementary works agreed independently between you and any third party, including our installers. Supplementary works carried out on our products prior to our written consent invalidates the guarantee.
5.9 Spontaneous breakage – There is a small risk that thermally toughened glass can break for no apparent reason. Nickel sulphide inclusions (NiS) are one of many known, but not exclusive causes of ‘spontaneous’ failure. Nondetectable in float glass manufacture, the risk of NiS induced failure can be reduced by heat soak testing of thermally toughened glass, however it can never be eradicated. It is the responsibility of the specifier to determine whether heat soak testing of thermally toughened glass is required. Rooflights & Roof Lanterns do not accept any liability for ‘spontaneous’ breakage of thermally toughened glass or heat soaked thermally toughened glass due to NiS or any other cause.
Your rights to make changes
6.1 If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible and whether additional cost would apply. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
Our rights to make changes
7.1 We may change the product:
7.1.1 to reflect changes in relevant laws and regulatory requirements; and
7.1.2 to implement minor technical adjustments and improvements. These changes will not affect your use of the product.
7.2 In addition, we may make more substantial changes to the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.
Providing the goods
8.1 The costs of delivery will be as provided when you request a quote. When placing your order please ensure that you have included the full delivery address including an accurate postcode, a daytime telephone number and email address.
8.2 You will be notified of the expected delivery date a few working days after the order has been processed. Deliveries will be made Monday to Saturday between 07:00 and 18:00. We aim to deliver the goods between 3 and 20 working days after the day on which we accept your order although bespoke products may take longer. If a delivery would normally fall due over the Christmas shut down period the delivery may be delayed and you will be informed of this.
8.3 If you have any special requirements or believe access to your address may be difficult for a delivery then please contact us.
8.4 Any time or date for delivery is an estimate only. We cannot accept liability for any delays in delivery outside of our control. In the event of a substantial delay we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay.
8.5 If you would like to rearrange the delivery date please let us know at least 72 hours in advance of the estimated delivery date provided by us. If you provide us with less than 72 hours’ notice we will do our best to rearrange delivery but a re-delivery charge may be incurred.
8.6 If you have asked to collect the products from our premises we will provide the location of the goods and the opening times within which you will be able to collect the goods.
8.7 Delivery will be complete once the delivery vehicle has arrived at the kerbside. You will be responsible for unloading the goods from the delivery transport and you will need to ensure sufficient personnel are available to do so. Our drivers are not permitted to assist with unloading. If you are unsure of the expected weight of the goods to enable you to arrange assistance please contact us. You should check the goods on the transport and you will be liable for any damage to the goods once unloading has commenced. The Seller will not be responsible for any damage or glass breakages after acceptance of delivery.
8.8 If HIAB kerbside pallet delivery has been provided stillages must be made available for collection within 2 weeks of the delivery date. If stillages are not made available within this time frame a charge of £1,000 + VAT will be made to cover the cost of the stillages. We will not be liable to collect stillages if they are not made available for collection within 2 weeks of delivery.
8.9 If no one is available at your address to take delivery and the products cannot be posted through your letterbox we will contact you to rearrange delivery or to arrange for you to collect the goods. If delivery is rearranged a re-delivery charge will be incurred.
8.10 If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or to collect them from us we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 12 will apply.
8.11 Goods will be your responsibility from the time we deliver the product to the address you gave us or you or a carrier organised by you collect it from us.
8.12 You will own the goods once we have received payment in full.
Carrying out the services
9.1 If you have requested services from us in addition to the provision of the goods we will begin the services on the date agreed with you during the order process. The estimated completion date for the services will be provided to you during the order process.
9.2 If we are unable to perform all or part of the services due to:
9.2.1 incorrect measurements provided by you;
9.2.2 inadequate power or lighting;
9.2.3 a health and safety risk that cannot be resolved immediately;
9.2.4 walls, floors or other areas not in a suitable condition to commence the services;
9.2.5 lack of safe access or safe parking / loading conditions; or
9.2.6 because you do not allow us access to the site
we shall leave the goods on site and retain 50% of the fees attributable to that day’s services to cover our time and travel costs and charge you in full for the additional days required to complete the services as a result. If it is not possible, in our opinion, to leave the goods on site we will charge you storage costs for the goods. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract and clause 1212.3 will apply.
9.3 We may take pictures when carrying out, or on completion of, the services. If you would prefer that we did not do this please let us know.
Your rights to end the contract
10.1 Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with the product, how we are performing, when you decide to end the contract and whether you are a consumer or business customer:
10.1.1 If what you have bought is faulty you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 14 if you are a consumer and clause 15 if you are a business;
10.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see clause 10.2;
10.1.3 If you are a consumer and have just changed your mind about the product, see clause 10.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;
10.1.4 In all other cases (if we are not at fault and you are not a consumer exercising your right to change your mind), see clause 10.6.
10.2 If you are ending a contract for a reason set out in this clause 10.2 the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
10.2.1 we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 7.2);
10.2.2 we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed; or
10.2.3 you have a legal right to end the contract because of something we have done wrong.
10.3 If you are a consumer then for most products bought online you have a legal right to change your mind within 14 days and receive a refund for standard non custom-made products. For our custom made orders we do not issue refunds. Please note most of our products are made to order.
10.4 Your right as a consumer to change your mind does not apply in respect of:
10.4.1 services, once these have been completed, even if the cancellation period is still running;
10.4.2 any products which become mixed inseparably with other items or items that have been altered after their delivery; and
10.4.3 any bespoke order made to your specifications. Please note the majority of our orders are bespoke made to order with the exception of metalwork and glass fittings e.g. base channels, glass hinges, glass clamps, etc. Once glass is cut to size and toughened it cannot be altered.
10.5 If you are a consumer how long you have to change your mind depends on what you have ordered and how it is delivered.
10.5.1 If you’ve bought services you have 14 days after the day, we’ve accepted your order. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.
10.5.2 If you’ve bought goods you have 14 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery.
10.6 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you are not a consumer who has a right to change their mind (see clause 10.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you are not a consumer who has changed their mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund reasonable compensation for the net costs we will incur as a result of your ending the contract.
How to end the contract with us
11.1 To end the contract with us, please let us know by contacting us using the contact details in the contact section above.
11.2 If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person, post them back to the address we provide within United Kingdom or (if they are not suitable for posting) arrange for a courier to send them to us. Please call or email us for a return label. If you are a consumer exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
11.3 We will pay the costs of return:
11.3.1 if the products are faulty or misdescribed; or
11.3.2 if you are ending the contract because you have a legal right to do so as a result of something we have done wrong.
11.4 In all other circumstances (including where you are a consumer exercising your right to change your mind) you must pay the costs of return.
11.5 If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. The costs of collection will be the rate charged by a specialist third party glass courier.
11.6 If you are entitled to a refund under these terms we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
11.7 If you are exercising your right to change your mind:
11.7.1 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a workshop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
11.7.2 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
11.7.3 Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
11.8 We will make any refunds due to you as soon as possible. If you are a consumer exercising your right to change your mind then:
11.8.1 If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or. For information about how to return a product to us, see clause 11.2.
11.8.2 In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.
Our rights to end the contract
12.1 We may end the contract for a product at any time by writing to you if:
12.1.1 you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
12.1.2 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example; delivery information, contact number or clarification on the required specification;
12.1.3 you do not, within a reasonable time, allow us to deliver the products to you or collect them from us; or
12.1.4 you do not, within a reasonable time, allow us access to your premises to supply the services.
12.2 We may end the contract for a product at any time by writing to you if we are unable to provide the goods or services.
12.3 If we end the contract in the situations set out in clause 12.1 and 11.2 we will refund any money you have paid in advance for products we have not provided but if we end the contract in a situation set out in clause 11.2 we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
If there is a problem with the product
13.1 If you have any questions or complaints about the product, please contact us using the details set out in the contact section above.
Your rights in respect of defective products if you are a consumer
14.1 If you wish to exercise your legal rights to reject defective products you must either return them in person, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please contact us for a return label or to arrange collection.
Your rights in respect of defective products if you are a business
15.1 If you are a business customer we warrant that on delivery any products which are goods shall:
15.1.1 conform in all material respects with their description; and
15.1.2 be free from material defects in design, material and workmanship;
15.2 Subject to clause 15.4, if:
15.2.1 you reject the products or clearly mark the delivery note with the defects and give us notice in writing within 24 hours of delivery that a product does not comply with clause 15.1;
15.2.2 we are given a reasonable opportunity of examining such product; and
15.2.3 you return such product to us at our cost,
we shall, at our option, repair or replace the defective product, or refund the price of the defective product in full.
15.3 You should only reject the full delivery if none of the products comply with clause 15.1. If you refuse a delivery with any undamaged items on it you will be charged for the return and the redelivery of those items.
15.4 We will not be liable for a product's failure to comply with clause 15.1 if:
15.4.1 you make any further use of such product after giving a notice in accordance with clause 15.2.1;
15.4.2 the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product or (if there are none) good trade practice;
15.4.3 the defect arises as a result of us following any drawing, design or specification supplied by you;
15.4.4 you alter or repair the product without our written consent; or
15.4.5 the defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal working conditions.
15.5 Except as provided in this clause 15, we shall have no liability to you in respect of a product's failure to comply with the warranty set out in clause 15.1.
15.6 These terms shall apply to any repaired or replacement products supplied by us under clause
15.2.
Price and payment
16.1 The price of the product (which excludes VAT unless otherwise stated) will be the price provided in the quotation. We use our best efforts to ensure that the price of the product advised to you is correct. However please see clause 16.3 for what happens if we discover an error in the price of the product you order.
16.2 If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
16.3 It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
16.4 We accept payment by WorldPay, PayPal, bank transfer, cheque and cash. When you must pay depends on what product you are buying:
16.4.1 For goods, you must pay for the products before we dispatch them.
16.4.2 For services, you must make an advance payment as set out on your order confirmation before we start providing them. We will invoice you for the balance of the price of the services when we have completed them You must pay each invoice within two working days after the date of the invoice.
16.5 If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
020 8087 2004
info@rlrl.co.uk
https://rooflights-roof-lanterns.co.uk/"
