Returns and Refunds

At Ashbrook Roofing, we strive to provide excellent customer service. As an online consumer, you have additional rights regarding returns and refunds that go beyond statutory requirements. We want to ensure transparency and clarity, so we have outlined the specific terms and conditions below.

Your Right to Cancel | Consumer Contracts Regulations:

According to the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving the delivery, subject to the following conditions:

1. Notification of Cancellation: To initiate the cancellation process, please notify our customer service team via phone, written communication, or email within 14 days of receiving the delivery. The 14-day period begins the day after the delivery was received.
2. Exclusions: Please note that this right to cancel does not apply to goods that are bespoke made or customized specifically for you.
3. Return Process: It is your responsibility to return the goods, along with the original packaging, in good condition and at your own expense within 14 working days of canceling your order.

Refunds and Repayment:

Once we receive the returned goods, Ashbrook Roofing will initiate the refund process. The following conditions apply:

1. Full Refund: We will refund the full value of the canceled goods, including the cost of the standard outbound delivery. If you selected an expedited delivery option at an additional cost, we will only refund the standard outbound delivery charge. Refunds will be credited to your original payment method (card or PayPal). We aim to process refunds within 14 days of receiving the returned goods.
2. Administration Costs and Restocking Fees: Ashbrook Roofing will not charge any administration costs or restocking fees. However, if you fail to return the goods or do not arrange and pay for the return delivery yourself, we reserve the right to charge you for the cost of the goods or return delivery.
3. Deduction for Damaged Goods or Excessive Handling: If the value of the returned goods has diminished due to excessive handling beyond what is necessary, or if the goods are damaged during return transit, we may reduce the refund amount accordingly.

Bespoke or Customized Products: Please be aware that these return and refund terms do not apply to bespoke or customized products, including those that have been personalized or made to measure for you. In such cases, we can only offer returns or exchanges if the products are faulty or not as described.

Business Customers: These cancellation rights do not apply to sales made to business customers. Business purchases are exempt from the cooling-off period, and refunds will not be provided.

Statutory Rights: Please note that your statutory rights remain unaffected by this policy.

For assistance with your return or if you require further guidance, please contact our customer service team using the following details or by utilizing the customer return form:

Customer Services:
Ashbrook Roofing Supplies Ltd
Harrison Way
Matlock
DE4 2LF
Tel: 01629 732988
Email: sales@ashbrookroofing.co.uk