Returns & Refunds

The Clay Planum, Innova, Visum 3, and all associated fittings are non-stocked, bespoke-order products tailored specifically to your project requirements. As these items are processed and supplied to order, we are unable to accept returns or offer refunds on this product range.

Please ensure all specifications are correct before placing your order, as cancellations or amendments may not be possible once processing has begun. If you have any questions before ordering, our team is happy to assist.

Delivery & Collection

The Clay Planum, Visum, and Innova Roof Tiles and Fittings are available for nationwide delivery through our reliable pallet courier partners. Key delivery details include:

Lead Time: Typically 5–14 working days.
Kerbside Delivery Only: Pallets will be unloaded via tail lift and pump truck onto hard, smooth, and level surfaces.
Breakages: All damages must be recorded and signed for on the delivery note. See notes below on Breakages.
We strongly recommend ordering 10% more tiles than required to account for potential breakages during handling and transit. Any breakages up to 10% will not be replaced or refunded; for breakages exceeding this, replacements are at the manager’s discretion.

Delivery Notice – Road and Vehicle Restrictions

To ensure your delivery runs smoothly, please notify us in advance of any road, height, weight, or vehicle access restrictions that could affect the delivery process.

If we are not informed of such restrictions and the delivery vehicle is unable to complete the delivery, this will be classified as an aborted delivery. In these circumstances, we reserve the right to apply additional charges for:

Re-delivery.
A change in vehicle type.
Haulier storage costs.
Please also note that if the delivery driver deems the delivery location unsafe or unsuitable, the same conditions will apply.

Providing accurate and detailed access information will help avoid delays and extra charges. Thank you for your cooperation.

Collection Service

Collection is available for this range of roof tiles; however, please note that these are non-stocked items at our depot. This means your order will need to be collected by us or delivered to our depot by the manufacturer before collection can be arranged.

As a result, additional lead time and costs may apply. Please contact us for further details on availability, timelines, and any associated charges before placing your order.

Breakage and Reporting Policy

All breakages or shortages must be recorded and signed for on the delivery note then reported in writing within four working days of receipt. Reports outside this timeframe cannot be considered.
Any breakages beyond 10% must be assessed and approved at the manager’s discretion.

Sample Orders

Single roof tile samples can be arranged upon request. Delivery of samples may incur an additional charge—please contact us for further details.

Important Note

We do not use parcel post for small quantities of roof tiles or fittings due to a high risk of damage. All items are shipped exclusively via pallet networks to ensure safe transit.

Thank you for choosing us for your roofing needs!