Returns Policy

Updated: 11 August 2025

Please read our Returns Policy carefully

We like to keep things simple and fair. This policy explains when and how you can return goods purchased from The Roofing Outlaw. Please read it in full before returning any supplies.

Return window and eligibility

Returns are accepted within 30 days of dispatch or collection and must be supported by a valid receipt or invoice. Refunds are only available where goods are damaged or faulty and this has been verified by us.

For all other reasons (for example, change of mind or ordering the wrong item), approved returns will only be offered for exchange or site credit only. All returns require pre-authorisation and are at the approved at the discretion of The Roofing Outlaw Supplies Limited.

Pre-authorisation

Before sending anything back, contact customer support by email or phone with your order number, the items you wish to return, the reason, and clear photos if damage is claimed. We will confirm eligibility, instructions, and an approval reference to include in the parcel. Items received without prior approval may be refused and returned to you at your expense.

Support contact:
info@wpdev.vachak.com
0113 3239 322

Re-Stocking & Associated Fee’s

Once an order has been placed and entered into processing, a 20% re-stocking fee will apply to any cancellation or return. In addition, if any further costs have been incurred by us through our shipping partners (such as outbound shipping or handling charges) prior to the item’s cancellation or refund, these costs will also be deducted from the refundable amount.

Cancellations

Order cancellations are subject to the same terms as outlined in the Re-Stocking & Associated Fees section. This means that a 20% re-stocking fee will be applied, and any shipping or related costs already incurred by us will be deducted from the refundable amount.

Damage in transit

If your item arrived damaged in transit, you must notify us within 48 hours of delivery. Please provide clear photos of the outer packaging and the products inside, showing the corresponding locations to the damage. Keep all packaging until we confirm the claim is resolved, as carriers may request inspection. This evidence is required to assess your claim and support any carrier investigation.

Non-returnable items

Some products cannot be returned under any circumstances. This includes:

Opened or used goods (including liquids, coatings, adhesives, sealants and tapes once unsealed).
Cut-to-length or custom-cut materials (e.g. membranes by the metre, trims/flashing cut to size).
Custom-made, special-order, or personalised items.
PPE and hygiene-sensitive items where packaging is opened.
Clearance/warehouse deals and items marked final sale.
MAYAN-based products (no returns under any circumstances).

Kits and bundles

We do not refund individual components from a kit or bundle. If a kit or bundle is damaged, the entire kit/bundle must be returned together for assessment. For non-damaged returns, kits and bundles must be complete, unopened, and resaleable to be eligible for exchange or site credit.

Packaging, condition and dispatch after approval

Returned goods must be unused, unopened and in resaleable condition, in their original packaging, with all accessories, manuals and any free items included. Use protective outer packaging that prevents movement and impact in transit. Once we approve a return, please dispatch it within 7 days of approval and include our approval reference inside the parcel.

Shipping costs, method and risk

All returns are at your expense and at your risk. Use a tracked service and keep proof of postage; we are not liable for returns lost or damaged in transit. Where we arrange an exchange, outbound shipping for the replacement may be charged. In-person returns can be accepted by prior appointment at our Leeds address.

Exchanges and site credit

For approved non-damaged returns, we will offer a like-for-like exchange or site credit. Site credit is non-transferable, cannot be exchanged for cash, and is valid for 12 months from the date of issue. A restocking fee of up to 15% may be applied to non-damaged returns to cover inspection, repackaging and handling; any fee will be deducted from the value of the site credit.

Refunds

Once your return is received and inspected, we will email you the outcome. Approved refunds are processed to the original payment method within 3–7 working days; your bank or card provider may take longer to release funds. If items are missing or show signs of use or installation, we may decline the refund or proceed with exchange/site credit only.

Proof of purchase

Every return must include a valid order number or invoice so we can locate your purchase quickly. If you are returning multiple orders in one parcel, include paperwork for each order.

Business and consumer purchases

Many of our customers are trades and businesses. If you purchased as a consumer, your statutory rights (including those under the Consumer Rights Act 2015) remain unaffected. Consumer cancellation rights under the Consumer Contracts Regulations may not apply to business purchases, or to goods made to your specification or clearly personalised.

How to submit a return

Contact us first at info@wpdev.vachak.com or 0113 3239 322 with your order number, reason, and photos if damaged.
We confirm approval and provide instructions plus an approval reference.
Dispatch within 7 days of approval using a tracked service, packed securely in the original packaging with all parts, and include the approval reference.
Keep proof of postage until your return is fully resolved.

Returns address and in-person returns

The Roofing Outlaw
Unit 1, 313 Dewsbury Road,
Leeds, West Yorkshire,
United kingdom,
LS11 5LQ

In-person returns are accepted by prior appointment only. Please contact us to schedule a time; unannounced drop-ins may not be processed.

Unauthorised or rejected returns

Parcels received without approval, outside the return window, opened/used, incomplete, or otherwise failing this policy may be rejected. Where possible, we will offer to return such items to you at your cost. If you do not respond within a reasonable time, we may dispose of the goods.

Statutory rights

Nothing in this policy affects your statutory rights.