Dry Verge and Roofline Direct have a 14-day return policy, from date of delivery. This means you have 14 days after delivery of your item to request a return. For example if your goods were due to be delivered on the 1st, you would need to let us know about a possible return by the 15th.
We advise that this is done via email: info@dryvergeandrooflinedirect.co.uk or our 24/7 chat service. If you do not have a reply from us within 24 hours, please email or call us. We have had the rare occasion when emails are missed as they go into a spam/junk folder.
To be eligible for a return, your item must be in the same condition that you received it: unused, undamaged, and in its original packaging as far as possible. You will need your invoice or order number as proof of purchase.
To start a return, you need to contact us within the 14 day period. Items sent back to us without first requesting a return will not be accepted.
If your return is accepted, we will give you the address to send the item to, as well as any other details. You'll need to return the item at your own cost. Please note that large items, such as those above 1.5m will not be able to be sent back via yourself and will have to be collected by our allocated courier. The average cost of this collection is £42 + VAT. We will let you know if this applies to your item upon your return enquiry.
Some items incur up to a 25% restocking charge, but each product varies and you will be notified of the costs in response to your refund request. The restocking fee will be taken off of your total refund amount at the end of the process.
It is after we have received the items and checked that they are in the same condition that we sold them, that we will refund you the cost of the item. A reminder that this refund is only the cost of the item and minus any other charges that apply (collection fee or 25% restocking fee which will have been specified when you enquired about a refund). You will not be refunded for the shipping or carriage costs as this service has already been provided.
We strongly advise you use recorded delivery (if applicable for your item) and also suggest that you take photos of the items just before you package them for the return. This is to safeguard you if there are any issues with the item being received or during the checking process.
We also ask all returns to have customer name and order number clearly labelled on both the outside and inside of the box, to ensure the items can be tracked as quickly as possible to yourself and ensure there is no delay in the refund process.
Shipping Using External Couriers
Please note that we use different external couriers. We will provide tracking details up to two days before delivery for those shipped with DX, Parcel Line, DHL and DPD, but not all parcels will have this supplied. To ensure a speedy delivery, some orders are split.
We always package our goods with care and use the details provided on the order, so please double check your address details so that there is no delay. If the delivery requires special instructions such as gate numbers, pass codes or directions that you think may be useful, please either leave these in the note section of the order or get in contact with our team. The more information we have, the easier it is to ensure external couriers deliver on time and with ease.
If you are not in for a delivery, our only two options are to leave safe or re-route back to us. If the goods come back to us then there my be another charge to attempt delivery to you again and this can cause a few days delay. As such, as a default, we ask couriers to 'leave safe if no answer'. We do not accept any liability for these items once they have been delivered. If you would prefer us to return the goods to ourselves or a collection point if there is no answer, please let us know. If you do not tell us otherwise, the note 'leave safe if no answer' will be on the delivery note.
Damages and Delays
As we use external couriers, some issues that occur are out of our control, however, we can offer replacements if damage has occurred and always aim to rectify any delays/issues as soon as we are aware of them. If a customer has signed for a parcel/delivery upon delivery and then later tell us that the goods are damaged this does affect their rights to a return/refund. As such we STRONGLY ask customers to check all goods before signing. If there is something wrong with an item, please REFUSE delivery. Understand that by signing for the goods you are confirming that you are happy to accept and receive them in their current state. This means we, as the sender, also have no rights to complain about damage that has occurred during transit.
It is crucial that as soon as there is a delay, issue or any damage you let us know via our 24/7 chat or email/phone straight away. As soon as we know there is an issue, we can investigate and aim to rectify the problem. If we do not hear about damages and 7 days since delivery has passed, we will be unable to provide any support for these items, as we would have expected the customer to have checked them within 7 days of delivery.
With deliveries, we also ask customers to check the boxes and qnty upon delivery. For example, check that you have 2 of 2 boxes, as sometimes external couriers may leave a box on their vehicle and it causes delays for the customer that are out of our control. Again, we ask that you inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.
A reminder that if you are not in for a delivery, our only two options are to leave safe or re-route back to us. If the goods come back to us then there my be another charge to attempt delivery to you again. As such, we ask couriers to leave safe if no answer. We do not accept any liability for these items once they have been delivered. For example, if they get wet in the rain or are left at a certain place in the property that the customer disagrees with. Of course bring any concerns to our teams attention and we will endeavour to find options and solutions to any issues you encounter, but this at each team members discretion and will be taken on an individual case basis depending on the situation.
If you would prefer us not to put the note to leave safe if no answer, please let us know. Otherwise we will put this note on the parcel to avoid any delays or extra cost to the customer.
Please double check all details when placing an order. If you have given the wrong delivery address, you may need to pay for the items to be collected and re-delivered to the new address.
We also ask customers to leave 'notes' or call us and inform us of anything that may cause issues with the delivery of your items- especially if they are above 1.5m. These goods require 7.5tonne/arctic lorries to deliver and so sudden road closures, small track roads and potentially inaccessible addresses may cause delays in delivery that are out of our control. Equally if you are aware that there are security codes or specific names/information needed to make the delivery possible and we do not have these, the delivery may fail.
If we are aware of these issues we can inform the couriers, but without being aware, issues may occur that cause delays with your order. In some cases, if couriers have to re-deliver an item due to a foreseeable issue, you may be charged for this.
We always endeavour to provide the couriers with the contact name and number provided, but this it is not always possible for them to call and should not be relied on if you are not present to take the goods or there is an issue with delivery.
As mentioned previously, we will automatically have a note for the courier to 'leave safe'. This may be with a neighbour or in a safe outbuilding. As a result, if you are expecting goods please check all garages, outbuildings and with neighbours to ensure it hasn't already been delivered.
We always continue to chase external couriers as much as possible for you if there are any issues. We also provide you with any tracking information we have upon dispatch. If you have any issues with tracking your item, let us know and we will update you/re-send the information.
Please be mindful that if you make us aware of an issue more than 14 days after the expected delivery date, then we may not be able to rectify the issue. For example, if you ordered on Monday 1st and our delivery times were 3-5 days. You would need to have let us known that there was an issue before the 20th.
Exceptions / non-returnable items
We do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. For example, this would include gun nail gas packs.
Exchanges
The fastest way to ensure you get what you want is to return the item you have (at your own cost) and make a separate purchase for the new item. We will refund you for the original items once they have been received and checked (minus any return/restocking fees that might be applicable- see above)
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. If the refund was not approved we will email you with the reason for this.
