This policy explains how returns and refunds work for purchases made through the Keystone Roofing Supplies Ltd website.
Consumer cancellation rights
If you are a consumer, you have the right to cancel most online purchases within 14 days of receiving your goods, in line with the Consumer Contracts Regulations.
How to cancel
To cancel an order, email KRS@keystoneroofing.co.uk within 14 days of delivery. You then have a further 14 days to return the goods.
Condition of returns
Returned goods must be unused, in their original packaging, and in a resaleable condition. You are responsible for return postage unless the goods are faulty or incorrect. We recommend using a tracked service and retaining proof of postage.
Exceptions
The right to cancel does not apply to custom-made, cut-to-size or special order products, items that have been installed or used, or products that cannot be returned for hygiene or safety reasons once opened.
Refunds
Refunds are issued to the original payment method once returned goods have been received and inspected. Refunds are typically processed within 5-10 working days. Where you cancel within the 14-day period, the standard delivery charge will be refunded. Enhanced or express delivery charges are non-refundable.
Faulty or damaged goods
If goods arrive damaged, faulty or incorrect, please contact us within 48 hours of delivery with your order number and clear photographs. Where a fault is confirmed, we will offer a replacement, repair or refund in line with your statutory rights.