This policy applies to all orders placed on roofscom.com for delivery within the United Kingdom, and complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and Consumer Rights Act 2015.

1. Shipping & Delivery

1.1 Delivery Area: We deliver to mainland UK addresses only. We currently do not ship to the Channel Islands, Isle of Man, Northern Ireland or international locations.

1.2 Delivery Times All delivery times are estimated working days (Monday–Friday, excluding UK public holidays) and are not guaranteed.

• Standard Delivery: 3–5 working days after order dispatch
• Express Delivery: 1–2 working days after order dispatch (if selected at checkout) We aim to dispatch orders within 1–2 working days once payment is confirmed.

1.3 Delivery Risk & Ownership Risk of loss or damage to goods passes to you once the carrier delivers the goods to your specified delivery address. Title to the products passes to you once full payment has been received by roofscom.com.

1.4 Delivery Failure If no one is available to receive your parcel, the courier will leave a calling card for you to rearrange delivery or collect from a local depot. Additional redelivery charges may apply for failed deliveries caused by the customer.

1.5 Delays Outside Our Control We shall not be liable for delivery delays caused by events beyond our reasonable control, including courier strikes, adverse weather, pandemics, customs restrictions or transport network failures. We will contact you promptly if significant delays occur. In the event of substantial delay, you may cancel your order for items not yet delivered.

1.6 Damaged / Missing Items on Arrival You must notify us by email hello@gertour.com within 48 hours after delivery if goods arrive damaged, broken or with missing items. Please provide photos of packaging and defective products. We will arrange replacement, partial refund or return as appropriate.

2. Returns & Cancellation Rights

2.1 14-Day Cooling-off Period (Change of Mind)

You have the statutory right to cancel your order within 14 calendar days from the day you receive your goods, for any reason, under distance selling regulations. You do not need to provide a reason.

To cancel, send an email to hello@gertour.com clearly stating your order number and that you wish to cancel.

After notifying us, you must send the goods back to us within 14 days of cancellation notice.

• Items must be unused, undamaged, in original packaging and in resalable condition.
• Return shipping cost for change-of-mind returns is payable by the customer.
• We will refund the product price plus the cost of standard outbound delivery within 14 days once we receive and inspect the returned goods. Upgraded express delivery fees will not be refunded.
• If goods are damaged or their value reduced due to handling beyond what is necessary to examine them, we may deduct from your refund.

2.2 Faulty, Incorrect or Not-as-Described Goods (Consumer Rights Act 2015)

If goods are faulty, defective, wrong item sent or materially different from the product description:

• Within 30 days of delivery: You have the right to reject the goods and receive a full refund, including original delivery cost. We cover return shipping charges.
• After 30 days and up to 6 months: We may offer repair or replacement. If repair/replacement fails, you may claim a refund.
• Please contact hello@gertour.com with your order number, photos and description of the issue before returning faulty goods.

2.3 Non-Returnable Items

Custom-made, cut-to-size or bespoke roof products manufactured to your specific measurements cannot be returned under the 14-day cooling-off cancellation right, unless defective. This does not affect your statutory rights for faulty goods.

3. Return Procedure

1. Email hello@gertour.com with your order number and return reason to obtain return authorisation. Do not send returns without prior approval.
2. Pack items securely in original packaging.
3. Send the parcel to our designated return address (provided after your return request is approved).
4. Keep proof of postage and tracking number for your records.
5. Refunds will be processed to your original payment method after inspection. Please allow your payment provider up to 5 working days to show the refund in your account.

4. General Notes

This policy does not affect your mandatory statutory consumer rights. If any part of this policy is found unenforceable, the remaining terms remain valid.

Contact: hello@gertour.com