EZ Roof are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the email address below.
Our Contact details:
Unit 21, Joseph Noble Road
Lillyhall Industrial Estate, Lillyhall
Phone: 0800 011 2188
Email: info [at] ezroof [dot] co [dot] uk
VAT Registration Number 890 8789 54
Making A Purchase
Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.
We accept card payments. All credit card transactions are processed straight away via Realex Secure ePayments from HSBC.
We accept Visa and MasterCard. If you do not wish to pay online, you may send your card information via phone, fax or by post.
If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will correct the mistake.
When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Shipping And Handling
A Standard Delivery charge of £11.50 excl VAT is added to most orders to UK mainland addresses (excluding Northern Ireland, Scottish Highlands, Isle of Man, Isles of Scilly, Channel Islands & Eire).
Overseas delivery may be arranged by prior agreement and notice of an appropriate delivery charge upon which you agree to before the order is processed. Please note that we do not deduct VAT for any orders to the Channel Islands.
Certain low cost items will be dispatched via Royal Mail. Such orders can take up to 3 working days for delivery. Method of delivery will be e-mailed to you on dispatch.
How long does it take?
Items ordered before 12.00pm on any business day (Monday - Friday) excluding Bank Holidays should be delivered within the next business day* (excluding Saturday), anytime up to 5.30pm. (assuming that the item is in stock). The standard delivery charge does not guarantee next day delivery, however every effort is made by ourselves & the couriers to achieve this goal.
Orders taken on Friday (after 12.00pm), Saturday or Sunday will normally be dispatched on Monday (excluding Bank Holiday's).
However, EZ Roof relies upon the services of third party couriers, and whilst we endeavour to keep to our word there are unfortunately a few occasions when the couriers fail to perform the service that they are required to. This happens rarely, but because it does occur, albeit occasionally, we cannot be held responsible for the late delivery of an item. For the avoidance of doubt EZ Roof will not refund the standard delivery charge if the courier has failed to deliver the item(s) on the anticipated delivery date.
Please note that some items on our website are sent direct from a third party and can take anything up to 15 days for delivery depending upon the product specification.
*mainland UK addresses only.
Who do we use?
Orders addressed within the UK mainland are sent by DPD Local, Post Office or for certain items a third-party courier, you must arrange for someone at your address to be in and sign for the parcel on the expected delivery date. Where a parcel cannot be delivered, (e.g. no-one at home), you will be notified by the courier with a telephone number to call to arrange a suitable time for re-delivery. Interlink Expresst will only attempt one re-delivery, thereafter you willl be required to collect your parcel from the collection depot within 5 days. If your parcel is not collected within 5 days it will be returned to EZ Roof. Your credit / debit card will be credited your original total cost less the full cost of delivery to you, plus return delivery charges back to EZ Roof.
How to Track your parcel
Once you have placed an order, you will receive an email confirmation that the order is being processed. When we dispatch the goods you will receive another email with your Tracking number. You can then visit the couriers Website and enter your tracking number. You will then be able to view the status of your delivery after 7.30pm.
Occasionally parcels are delayed due to poor addressing/sign posting . We may need to give the courier your telephone number in case they need to contact you regarding the delivery.
What to do if there is a problem with the delivery
If the parcel does not arrive when you expect it then please contact us immediately. We will contact Interlink Express or - in the case of certain goods - our third-party supplier and call you back to let you know what's happening.
If the goods are damaged upon receipt please contact us on 0845 686 0516 or e-mail: email@example.com within 7 days of delivery.
Delivery & Title
We will deliver your goods in accordance with your order. A valid signature will be required on collection or delivery. Upon delivery of the goods to you, the goods shall be at your risk. In spite of delivery having been made, title in the goods shall not pass to you until you have paid the price for the goods in full and no other sums whatsoever shall be due to us from you. Until title in the goods passes from us, you shall hold the goods on a fiduciary basis as bailee and shall store the goods at your own cost separately from all other goods in your possession and marked in such a way that they are clearly identified as our property.
We will normally send your order to you in 1-2 business days.
You must inform us within two working days if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.
You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.
If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.
Orders excepted from the UK ONLY to which 20% VAT is added.
Credit Card Security
When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach HSBC Realex Secure ePayments. They are not held in clear text on any web site.
We guarantee your satisfaction. <All of our products come with a 30 day no quibble guarantee.>
If you need to reach us, please email us using the link on the store page, alternatively, you can call on 0800 011 2188 (International +44 0800 011 2188) or fax us on or write to us at Unit 21, Joseph Noble Road Lillyhall Industrial Estate, Lillyhall Workington Cumbria CA14 4JX United Kingdom
HOW WE USE YOUR PERSONAL DATA
We will use the personal information you supply to us in the course of submitting an order for the purpose of fulfilling that order.
Along with, or instead of, placing an order you may have sent an enquiry to us, in which we will use the information you've provided to respond to and answer the enquiry.
We may contact you by telephone, email or other means in relation to your order, for example: notifying you of delivery status, updating you on stock availability or informing you of changes with the order. You cannot opt out of these communications. We will never combine these communications with marketing promotions that you have a legal right to opt out of.
We may use your data for marketing purposes but will always provide a means for you to opt out. We may occasionally use the data you supplied, in our own Legitimate Interest, to send details of products and services that we believe may be of interest to you. We will never use your data in a way that conflicts with your own legal rights and interests.
If we share information with a third party, such as a payment gateway or delivery company, their use of your data will be limited to the purpose of fulfilling your order.
We will make our reasonable endeavours to ensure that all third parties treat your personal data in a legal and appropriate way.
We endeavour not to transfer the data of EU citizens outside the EU but where we cannot avoid it we will only do so via a third party that have conformed to all of the appropriate EU legislation providing equivalent protection to that if the data was retained within the EU.
WHAT DATA DO WE HOLD?
We hold the personal data that you supplied in the course of placing your order or enquiry.
The data normally consists of: product information, transactional information, fraud checking information, name, address, phone number, email, special delivery instructions and potentially other information to ensure the successful completion of your order.
We may hold notes of our communication with you through different channels including, but not limited to: email, live chat, CRM (Customer Relationship Management system) and phone.
We will not seek personal information from you relating to race, religion, political affiliation, trade union membership, sexual orientation, medical or genetic history and we ask you not to provide such information to us under any circumstances.
HOW WE HOLD YOUR PERSONAL DATA
We will retain the personal information you supply to us in the course of submitting an order or an enquiry, for the purpose of fulfilling that order, responding to or processing that enquiry.
If you place an order, we will retain an electronic copy of your invoice data for the period required by HMRC, after which we will delete it.
Your information will be: securely stored on hardware that has limited access to only relevant persons; and on a server maintained by a third party such as a web host. Whether held by us on our hardware, or on our behalf by a third party, it will be kept secure and protected from unauthorised access using all reasonable means.
CO-OPERATING WITH LEGAL AUTHORITIES
If requested, we will pass information about you (and if relevant, your business) to legal authorities who have the legal right to demand such data.
We may use personal data for automated decision making; we may send you emails, notifications or other communication that are tailored to you and based on your purchasing history.
If you have engaged with us, but never placed an order, you may request the complete deletion of your details from our systems. Whether or not you have placed an order, you may request us never to contact you again, and we will comply with your request unless you make a further enquiry with us.
You have a number of rights in addition to those mentioned above, including access to the information ("the right to be informed"). If we process your data for marketing purposes on the basis of your Legitimate Interest, you have the right to object. You also have the right to withdraw your Consent to being marketed to, if you previously gave your Consent.
You have the right to see the data held about you and to receive a copy. You have the right to have any errors corrected. You have the right to ask and be told where your data came from.
You can exercise any of these rights by contacting us using the details below.
You have the right to lodge a complaint with the Information Commissioner's Office (ico.org.uk) if you believe any of your rights are being infringed.
HOW TO CONTACT US
If you have any questions or concerns, please do not hesitate to contact us through our contact us form, or by phone on [0800 011 2188].
Your rights to return goods are protected under the EU Distance Selling Directive, which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
You are entitled to cancel your order and return the goods within 7 working days for a full refund, excluding the cost of delivery to you and the return shipping costs. Your refund will be paid within 30 days. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or misdescribed.
Any goods returned should be in saleable condition and in the original packaging.
Please note there are limitations to the items that can be returned for a full refund.
Unwanted goods which have been manufactured to customer specification (i.e. rooflights, roof lanterns, flashings etc.) and/or sent direct from the manufacturer will be subject to a 50% re-stocking charge if cancelled during the manufacturing process or before dispatch.
These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.
None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.