Terms & Conditions
Please read our terms & conditions of sale before you place an order with Rock Awnings. We are happy to answer any questions, problems or queries relating to our term & conditions and you can contact us by telephone, or email Monday to Friday during regular business hours. By placing an order with Rock Awnings it is taken that you have read & accepted our terms & conditions in full. Contact Details Telephone: 01254 691127 Email: [email protected]
PLACING AN ORDER AND ORDER CONFIRMATION
Placing an order is very straight forward. Changes can be made to the contents of your basket at any stage by clicking the basket at the top right hand side of the screen on each web page. Once you are happy with your selection you can proceed to checkout and finalize the order, having submitted your order you will then receive a confirmation of your order by email. This email will confirm your order ID Number, the items you have ordered and the delivery address. If you find that there are any mistakes please telephone customer services on 01254 69 11 27 or email us [email protected] as soon as possible. Your contract with Rock Awnings begins on dispatch of your order.
PRICES AND PAYMENT
At Rock Awnings we make every effort to ensure that prices and products shown on the website are up to date and complete. The price charged for an item is the price as listed at the time the order is placed. Inevitably there may be some price fluctuations or a product may become unavailable. In this event you will be notified promptly and offered the option to choose another item or to cancel the order.
At Rock awnings we are committed to offering the best service to our customers. We send all orders on a next working day delivery service via TNT Express. Orders placed before 2pm will be dispatched that same day. Delivery to the UK is charged per complete order regardless of how many items are ordered. Orders dispatched via TNT Express are tracked and will require a signature on delivery. Orders to EU destinations are charged per packed box weight. Once the order has been placed you will be contacted to confirm the order size and weight and the price of shipping. We will confirm and agree the final order total with you before any charges or delivery are made. If you miss our 2pm deadline for next day delivery, but urgently need an order, please call our customer services team on 01254 69 11 27 to place the order and we will do are best to dispatch that day. This is a discretionary service and may not be available at peak times, but we will always do our best to accommodate any special requirements. If you have special delivery instructions or requirements please call our customer service team on 01254 69 11 27 or email to [email protected] and we will do our best to accommodate your needs. Please note that even though it is rare for an order not to arrive in the specified time, we advise that orders are placed in good time to account for any delays that are beyond our control. Next day delivery option is not available for the Highlands, Islands and off shore UK deliveries. Postcodes in the highland category are IV,KW 1-14, PA34, PA37-39,PH19-26,PH30-40,ZE,BT,IM,and the Channel Islands. Deliveries to these destinations may incur a surcharge. We will contact you to advise if there is an additional charge. Please allow 3-5 days for delivery to these destinations.
OUT OF STOCK & BACK ORDERED ITEMS
While we make every effort to accurately reflect our stock levels on our website, there are times between uploads of information where there may be a delay in adjusting the figures. This could result in an item ordered being out of stock. You can place an order for an item listed on the website as out of stock. In either of these cases our customer service team will contact you immediately to inform you of the expected re-stocking date and an estimated delivery date for the customer. No funds will be taken for any items held on back order. By keeping open an order, for a back ordered item, means that you are first in the allocation of new stock when available. We will keep you informed on a regular basis as to the status of your order.
Returns & Refunds policy & 30 Day Money back guarantee.
At Rock Awnings, we‘re so confident in the quality of our products, that we offer you a full 30 day money back guarantee. If for any reason you are not entirely happy with your purchase, you can exchange it for something else, or receive a full refund. This excludes any bespoke printed items. Returns must be requested with 30 days of delivery & once accepted returned to Rock Awnings within 30 days from receipt of delivery. We will process a full refund within 7 days following a quality controlled inspection. This excludes bespoke printed items. Please note it is the responsibility of the customer to ensure that the goods are returned to Rock awnings in such condition that they can be returned to stock. Therefore, they should remain in their original condition and in our packaging and must be unused. If the items satisfy our quality control checks, we will process a full refund, minus any delivery costs incurred by us. Unless the goods are defective, damaged, or not as specified on your invoice, then you are responsible for returning the goods to Rock Awnings. You are responsible for the goods until they reach us, so we highly recommend that you use Recorded Delivery (or any secure service, requiring a signature on delivery), when returning goods to us, so that you can track the item to ensure it reaches us and that we have acknowledged receipt of the goods. Rock Awnings reserves the right to refuse return; therefore please ensure that before any is returned to us, you have notified our office to ensure we are happy to receive the goods. You can return the goods in their original packaging to the following address: Rock Awnings, Unit 7 Witton Business Park, Preston old Road, Blackburn, BB2 2SZ.
Faulty or Defective
Items In the unlikely event of Rock Awnings sending you a faulty or defective item, we would need to be notified within 7 working days of you receiving the goods. In order to replace the faulty item, we may ask to see photographic evidence of the fault, or to have the item sent back to us before we can issue a replacement. This evidentiary requirement will enable us to make an informed decision about whether to repair or replace the item in question. Once used, we will not accept goods back without a valid reason (such as a manufacturing fault). We reserve the right to repair or replace goods which have been proven faulty. Please note that if your time for return has expired (7 working days from receipt of delivery), then your rights for refund/returns as outlined, may have also expired. If at any point you wish to cancel a bespoke order (i.e. printing, or individual amendments), then the 50% deposit taken, will be non-refundable. If 100% payment has been taken, then you will only be eligible for 50% refund. However, Rock Awnings reserves the right to refuse to refund, when bespoke work has been carried out on your instructions. Warranty does not cover damage caused to its products by adverse weather, wind, rain or other forces of nature, accidents, improper assembly or dis-assembly or adjustment during set-up or take down, or any abuse, misuse or neglect by the user. Our gazebos are not permanent structures and should not be left unattended for prolonged periods of time. We do not advise you assemble or disassembled your gazebo during adverse windy weather conditions. Damage caused by incorrect use or incorrect anchoring of gazebos in severe weather or through improper use is NOT covered by our warranty.
EXPLORER MODEL frames come supplied with a 12 month Warranty.
RHINO HEX45 MODEL frames come supplied with a 24 month warranty.
RHINO HEX55 MODEL frames come supplied with a 5 Year warranty.
Canopies and sidewalls for all frame ranges come with a 12 month warranty.
Our gazebos are covered by a manufacturer’s warranty against manufacturing defects.
Rockawnings warranty does not cover damage caused to its products by adverse weather, wind, rain, snow or other forces of nature, accidents, improper assembly or dis-assembly or adjustment during set-up or take down, or any abuse, misuse or neglect by the user.
Our gazebos are not permanent structures and should not be left unattended for prolonged periods of time. We do not advise you assemble or disassembled your gazebo during adverse windy weather conditions. Damage caused by incorrect use or incorrect anchoring of gazebos in severe weather or through improper use is NOT covered by our warranty.
DOING OUR BIT FOR RECYCLING
At Rock Awnings we do our best to recycle where possible. As a result, when packaging orders, we will use cardboard boxes from stock delivered to our warehouse. Please don't be alarmed if you receive items in boxes that do not match the items ordered.
We are very sensitive to our customer’s privacy and adhere to guidelines set out in the Data Protection Act 1998. We will not pass email information to a third party. We will only supply your telephone number to a known and trusted supplier with your prior agreement, only for cases where this was needed, like to assist couriers in the delivery of your order or for input of a more technical nature than you could provide..