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Here are our general Terms and Conditions. If there's anything else you need to know, please phone us on 015396 21884 or e-mail sales@roofbox.co.uk.

Our prices

All our prices can be assumed to be correct at the time of order; they include VAT where applicable.

Postage and packing

We will deliver anywhere in the UK, and be as flexible as we can be with the delivery arrangements. Our two to three day service costs £5.50, (£9.50 for orders including a roof box) and our Next Day service £7.50 (£12.50 for orders involving a roof box). AutoSock, and items which are small enough to be posted, e.g. small spare parts, are charged at £3.75 and sent on a Next Day service if ordered by 4.00pm. There are always surcharges for timed Next Day deliveries, e.g. "Deliver by noon", Saturday deliveries, for any delivery involving a sea crossing, e.g. to the Isle of Wight, or to Northern Ireland, and for deliveries to Skye. Please e-mail or phone 015396 21884 for details, or otherwise order and we will contact you with a quote.

We may also need to charge a premium for deliveries to the Highlands of Scotland - it depends on what you order.

Our "90 day" exchange scheme

As you will probably be buying "sight unseen" we provide a unique and exceptional Exchange Scheme on certain products - see below - which lasts for three calendar months (approximately "90 days") from the date of invoice - one exchange only. If you decide after using a product that you'd rather have something else (e.g. a 'long medium wide' box instead of a 'long thin' one), we'll exchange it for you. We charge in full for the replacement item, including the appropriate carriage charge and a charge for any packaging needed for the return of the original. We pick up the return carriage cost. When the original arrives back here we refund its cost in full as long as it is in 'as new' condition, fair wear and tear excepted. However, we don't provide refunds, i.e. we never refund more than the cost of the replacement, so it makes sense to exchange an item for one of approximately equal cost. The exchange scheme only covers roof boxes, tow bar bike carriers and roof mounting bike carriers.

A note on roof bars: Roof bars are not covered by the exchange scheme but if you have ordered bars which don't fit your car then you will certainly need to swap them for a different set, if time allows. A surprising number of people order the wrong bars for their car, e.g. they order bars for cars with roof rails and then find that their car does not have roof rails, or perhaps they have a 2007 registered car and order bars for the model which was made from "2002 to 2007" when they ought to know that their vehicle is the latest shape "2007 onwards". We aim to show pictures of all the cars on our database to help you to avoid making mistakes of this sort. The issue here is that if you make the mistake then you will need to pay the return freight cost (a minimum £15 if arranged by us), although if we have made the mistake then we will of course pick up these costs.

We will always strive to do what is fair and reasonable to make sure that you won't be stuck with anything you're not happy with.

Ordering goods

You can order online, by telephone (015396 21884), by fax (015396 21886) or by post:

The Roof Box Company, Unit 1 Toll Bar Estate, SEDBERGH, Cumbria, LA10 5HA

If you want to order online but don't want to leave your payment details, that's no problem - we will phone to obtain these.

Payment by credit card, charge card or debit card

We accept all major credit cards, charge cards and debit cards, including American Express. All card holders are subject to validation checks and authorisation by their card issuer. We cannot be held responsible for the consequences of any delay in delivery, or non-delivery, resulting from any refusal by a card issuer to authorise a payment.

Payment by cheque

We also accept payment by cheque but usually allow a calendar week for cheques to clear before despatching the order.

Delivery

We try to be as flexible as possible with delivery arrangements. Delivery can be made to an alternative address. We will plan the despatch so that the goods should arrive on the day agreed with you at the time of ordering.

Items can usually be left without signature, so you don't have to hang around waiting for the carrier to arrive. We will ask for Special Delivery Instructions.

Please note however that we cannot be held responsible for the consequences of any delay caused by the failure of our contracted couriers to fulfil their obligations, although we will always do all that is reasonable to provide the goods by the time required. But please also note that the percentage of delayed deliveries is very small, and the percentage of items lost in transit is all but non-existent. See below for more.

Right to cancel

If you decide to cancel your order, and do not wish to use the Exchange Scheme - in other words you just change your mind, or have e.g. duplicated your order elsewhere - then you must contact us in writing within seven working days of receiving the order. The goods must also (1) be unused and (2) be in their original packaging. Any order including a roof box: We will arrange the collection and will always deduct £50 as a contribution towards the return freight costs. All other orders: You should return the goods to us, but on request we can collect the goods for a £15 charge (or more then £15 if you live in an area where there are freight surcharges). If we have made a mistake, e.g. we have sent the wrong components and there is no time to correct the error, then of course we will collect the goods and refund you in full, including carriage charges.

Overseas orders

We can deliver most goods we sell anywhere within the continent of Europe. Please contact us by phone, fax or e-mail for a quotation stating which goods you are interested in, how quickly you need them, and the delivery address.

Faulty goods

If you purchase a product from us which is found to be faulty, please phone or e-mail and we will attend to the problem without delay. Problems with products that have been sold by us and are under guarantee should be referred to us in the first instance. We keep paper copies of invoices for at least five years so can supply proof of purchase if required for guarantee claims.

Colour reproduction

The reproduction of colour and detail in the pictures on our web site is as accurate as technology allows.

Mailing lists

We'd like to have your permission to contact you with details of our own new products and special offers (you may opt out of this at any time). If you wish your name and address details to be added to a database which may be passed to third parties whose products or services we approve of you will be given the opportunity to request this as part of the online ordering process. For further information about our Privacy policy please see Privacy.

Our Company name is John Jordan Limited, registered in England no. 03219540. Our VAT no. is GB 664 9377 85. Our Registered Office is Unit 1A Toll Bar Estate, SEDBERGH, Cumbria. LA10 5HA. We trade as The Roof Box Company.

This web site is hosted by Elite Limited, Internet House, 33 Kingston Crescent, PORTSMOUTH, PO2 8AA, sales@eliteukserve.net.



Terms and Conditions


 

When you shop with us we will record your name, address, phone number, and payment details, as well as the details of your order. Credit and debit card numbers are deleted from our server when an order is complete, and are not stored on computer. We take customer confidentiality very seriously and will always aim to do all that we reasonably can to ensure that personal information is held securely and treated with proper respect.

If you have any questions not covered below, then please give us a call on 015396 21884 and we will do our best to help you.

What information do I need to give you when I shop online?

Your order will be accepted online if you give us, as a minimum, your name, address, phone number and e-mail address. You can leave your payment details on our secure server, but if you choose not to, that's fine - we will phone you for this information.

What we do to protect your privacy

Your sales history, payment details, telephone numbers and e-mail addresses are used only in the administration of customer accounts by The Roof Box Company. We will not divulge this information.

All members of our staff are aware of the importance of confidentiality and customer privacy. Password protection is in place as appropriate, and our office computer systems are protected by the latest proprietary firewall technology.
Card details and copy invoices are stored securely in paper form for five years before being shredded or burned. Card details are not stored on computer. John Jordan Limited (trading as The Roof Box Company) is registered with The Data Protection Registrar under the terms of The Data Protection Act 1998.

Our mailing list

You may choose to allow us to add your name to a mailing list which we may make available to third parties whose products and services we approve of. This list contains only your name and address. You will be given the opportunity to "opt in" for third party mailings towards the end of the online order process.

Keeping information up to date

Please feel free to contact us at any time to check or update the information we hold on you, e.g. on a change of name or address.

Privacy Statement

UK Deliveries (England, Northern Ireland, Scotland, Wales)

We can deliver anywhere in the UK. Any delivery involving a sea crossing is almost always subject to a surcharge; for further details please e-mail sales@roofbox.co.uk stating the product(s) you are interested in ordering and the delivery address. Alternatively, please order online and we will contact you with a delivery quotation.

International Deliveries

We can deliver certain products to almost all addresses in the continent of Europe, i.e. including various countries not in the EU. Please e-mail sales@roofbox.co.uk for further details, stating the product(s) you are interested in ordering and the delivery address. We don't deliver outside Europe, e.g. to USA or to Australia. Most stuff we sell is sold internationally, so feel free to e-mail and we'll put you in touch with our supplier with the aim of finding a local stockist.

Delivery Charges

Delivery charges vary by speed and product type; the following charges apply to UK mainland deliveries excluding Northern Ireland:

Orders including a roof box: 2 to 3 day = £9.50, Next Day or specified delivery day = £12.50

AutoSock, and items which are small enough to be posted, e.g. small spare parts, are charged at £3.75 and sent on a Next Day service if ordered by 4.00pm.

All other orders: 2 to 3 day = £5.50, Next Day or specified delivery day = £8.50

There are always surcharges for timed Next Day deliveries, e.g. "Deliver by noon", Saturday deliveries, and for most deliveries involving a sea crossing. Please e-mail or phone 015396 21884 for details.

Unfortunately we are unable to offer a Next Day delivery service to Scottish Grampian and Highland areas, where delivery typically takes 3 to 5 working days.

Delivery Times

Delivery times are calculated in working days (Monday to Friday, excluding Bank holidays). Next Day orders must be placed before 4pm. Next Day orders placed after 4pm will usually be despatched the following working day. If you need something urgently, and it's after 4pm, order as normal and also e-mail with the subject "URGENT ORDER", telling us that you have ordered and need the goods sending today if possible. We'll do what we can to help.

It is sometimes possible to offer timed deliveries (e.g. "by noon") or Saturday deliveries. For a quote, please e-mail sales@roofbox.co.uk stating the product(s) you are interested in ordering and the delivery address.

How we deliver

We aim to be as flexible as possible when delivering your order.

Most orders are delivered using couriers. Goods can usually be left without a signature; you'll be asked for "Special Delivery Instructions" at the checkout. We always need the cardholder's address, but you can specify an alternative delivery address (e.g. work address).

Smaller orders are despatched using Royal Mail and may need to be signed for; if you are out you'll be left a card outlining options which may include arranging a re-delivery or collecting your parcel from a post office. If this will not be acceptable, please tell us - make a note in the online ordering Comments box.

Important Information

Delivery is subject to stock availability. We'll contact you as soon as possible if we foresee any kind of delay.

99 point something percent of orders are delivered to plan but occasionally deliveries are affected by factors that are beyond our control - traffic jams, bad weather etc. - and there is therefore by definition no such thing as a "guaranteed" delivery, whether from us or from anyone else...


 
Delivery Guidelines
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