Returns & Refunds

Last updated: 5 August 2026

We want returns and refunds to be straightforward. This policy explains your rights and what to do if you change your mind, receive damaged goods or believe a product is faulty. It should be read with our Terms and Conditions.

Nothing in this policy limits the statutory rights of a consumer.

1. Contact us before returning goods

Please contact Stormspell Limited before returning or arranging transport for any goods:

• Email: sales@stormspellroofing.co.uk
• Telephone: 01704 233300
• Post: Stormspell Limited, Stormspell House, Russel Road, Southport, Merseyside PR9 7SB

Please provide your name, order number, contact details, the items concerned and the reason for the return. For damaged or faulty goods, photographs of the product, packaging and delivery label will help us investigate quickly.

Do not send goods to our registered office or a branch until we have confirmed the correct return location and arrangements. Roofing materials are often heavy or fragile and may require suitable transport.

2. Consumer online, telephone and other distance purchases

If you are a consumer and bought goods online, by telephone or by another distance method, you normally have a legal right to cancel without giving a reason.

You may cancel from the date the contract is formed until 14 days after the day you receive the goods. If one order is delivered in separate parts, the period runs from the day after the final part is received.

Tell us that you wish to cancel before the cancellation period expires. You can do this by email, telephone, letter or another clear statement. Please include your order number. You may use the model cancellation form in section 11, but you do not have to.

3. Returning goods after cancelling

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

Unless the goods are faulty, damaged or not as described, you are responsible for the direct cost of returning them. Many roofing and building materials cannot normally be returned by post. Contact us for safe return instructions or a quotation for collection. Where the law requires us to provide an estimate of the cost of returning bulky goods before purchase, that estimate will be shown or confirmed as part of the order information.

You are responsible for the goods until they are returned to us. Please keep them secure and, where reasonably possible, in their original packaging. Packs and bands that are necessary for the stability or safe transport of the goods should not be removed.

You may inspect goods as you would in a shop. We may make a reasonable deduction from the refund if handling beyond what is necessary to establish the nature, characteristics and functioning of the goods has reduced their value.

4. Cancellation exclusions

The statutory change-of-mind cancellation right does not apply where a legal exception applies, including goods:

• made to your specifications or clearly personalised;
• cut, mixed, manufactured or specially produced to your requirements; or
• which become inseparably mixed with other items after delivery.

A product is not excluded merely because we ordered a standard stock item from a supplier. These exceptions do not affect your rights if goods are faulty, damaged or not as described.

5. Consumer refunds following cancellation

For a valid cancellation, we will refund:

• the price paid for the returned goods; and
• the cost of our least expensive standard delivery option, where the whole order is cancelled.

We do not have to refund the additional cost of an enhanced or timed delivery option chosen by you. If only part of an order is returned, the original delivery charge may not be refundable where it would have been charged for the retained items.

We may withhold the refund until we receive the goods or you provide evidence that they have been returned, whichever occurs first. We will then issue the refund within 14 days, using the original payment method unless you expressly agree otherwise.

6. Faulty, damaged or misdescribed goods

Consumer goods must be of satisfactory quality, fit for a particular purpose made known to us and as described. Under the Consumer Rights Act 2015, remedies may include:

• a short-term right to reject qualifying goods within 30 days;
• repair or replacement; and
• where appropriate, a price reduction or final right to reject.

Contact us promptly if you believe goods do not conform to the contract. We may reasonably inspect the goods or request photographs before agreeing the appropriate remedy. Where goods are faulty, damaged or misdescribed, we will bear reasonable return or collection costs and provide the remedy required by law.

For faults discovered more than six months after delivery, a consumer may need to show that the problem was present when the goods were supplied, subject to the applicable law and any manufacturer guarantee.

7. Delivery damage and shortages

Please inspect deliveries as soon as reasonably possible and, where safe, note visible damage or shortages on the delivery document. We ask that visible transit damage or shortages are reported within 48 hours where reasonably possible so that we can investigate with the carrier.

The 48-hour request does not remove or shorten a consumer’s statutory rights. Hidden defects should be reported promptly after discovery.

Roofing tiles can occasionally suffer minor chips or breakages in transit and some may still be suitable for cuts. This does not prevent a consumer from using their statutory remedies where goods do not conform to the contract.

8. Branch and in-person purchases

There is no automatic statutory right to return correctly supplied goods bought in person simply because you change your mind. We may agree a return at our discretion if the goods are standard stock, unused, undamaged, complete and suitable for resale.

Where we agree a discretionary change-of-mind return, a 20% restocking charge will normally be deducted from the refund. We will confirm acceptance and the charge before the goods are returned. This charge does not apply when a consumer is exercising a statutory distance-cancellation right or a legal remedy for faulty, damaged or misdescribed goods.

This section does not affect rights relating to faulty, damaged or misdescribed goods.

9. Second-hand goods

We do not accept change-of-mind returns of goods that were sold and clearly identified as second-hand or used. This does not exclude or restrict a consumer’s statutory rights where second-hand goods are faulty, unsafe, misdescribed or do not match the condition disclosed at the time of sale.

10. Business and trade customers

Business customers do not have the consumer cooling-off right. Returns of correctly supplied goods require our prior written agreement. Where we accept a change-of-mind return from a business customer, a 20% restocking charge will normally be deducted from any credit or refund, together with any separately agreed direct collection cost.

Special-order, cut, mixed, manufactured, non-stock or customer-specific goods will not normally be accepted for return. Business customers should inspect goods on delivery and notify us in writing of apparent shortages, errors or transit damage as soon as reasonably practicable. Hidden defects should be reported promptly after discovery.

Any additional written trade-account terms or quotation terms may also apply. Nothing in this section excludes liability that cannot lawfully be excluded.

11. Manufacturer warranties

Some products include a manufacturer warranty. A warranty is additional to, and does not replace, a consumer’s statutory rights against Stormspell Limited. We may ask for installation details, batch information, photographs or other evidence reasonably required to process a warranty claim.

12. Model cancellation form

Complete and return this form only if you wish to cancel a consumer distance contract. You may instead send any clear cancellation statement.

To: Stormspell Limited, Stormspell House, Russel Road, Southport, Merseyside PR9 7SB
Email: sales@stormspellroofing.co.uk

I/We give notice that I/We cancel my/our contract for the sale of the following goods:

[Description of goods]

Ordered on/received on: [date]
Order number: [number]
Name: [name]
Address: [address]
Signature (only if sent on paper): [signature]
Date: [date]

13. Complaints and further help

If you are unhappy with how a return or refund has been handled, contact us using the details in section 1 and we will investigate. Consumers may obtain independent guidance from Citizens Advice.

Stormspell Limited is registered in England and Wales under company number 03736140.