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 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.

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 delivering the highest quality service to our customers. Orders are typically dispatched via FedEx UK or DPD with next working day delivery (Monday to Friday). In certain circumstances, we may use alternative couriers when necessary. Orders placed before 2pm on a weekday will be dispatched on the same day. UK delivery charges are applied per complete order, regardless of the number of items. Orders shipped via FedEx UK or DPD are trackable and require a signature upon delivery. For EU destinations, delivery costs are calculated based on the weight of the packed item.

Once your order is received, we will contact you to confirm the order details, including size, weight, and shipping costs. We will then finalize and confirm the total cost with you before processing payment or dispatching your order.

If you miss the 2pm cutoff for next-day delivery but need your order urgently, please contact our customer service team at 01254 69 11 27. We will do our best to dispatch your order the same day. Please note that this service is discretionary and may not be available during peak periods, but we will always try to accommodate your requests.

For specific delivery instructions or special requirements, contact our customer service team at 01254 69 11 27 or email [email protected]. While we will do our best to meet your needs, delays can occasionally happen, so we recommend placing orders well in advance. Next day delivery is not available for deliveries to the Highlands, Islands, or offshore UK locations.

Postcodes in the Highland category include IV, KW 1-14, PA34, PA37-39, PH19-26, PH30-40, ZE, BT, IM, and the Channel Islands. Deliveries to these areas may incur additional surcharges, and we will inform you if applicable. Please allow 3-5 days for delivery to these locations.

Tracking information is available for most shipments. Once an item is dispatched, the courier takes over responsibility for delivery, and we cannot guarantee exact delivery times.

Please note that next working day delivery is an aim, not a guarantee. We do not offer refunds or compensation for late deliveries, but your feedback helps us improve our service.

Before signing for your delivery, please inspect the items for damage. If any damage is found, refuse the delivery. Rock Awnings cannot be responsible for damage discovered after signing. Make sure you are available to sign for your parcel, as a signature confirms receipt in good condition.

Deliveries will be sent to the address registered with your credit/debit card unless you choose PayPal checkout, which verifies your address. Most items require a signature upon receipt. Alternatively, you can leave specific instructions or check delivery notes. A signature signifies acceptance of the goods and confirms they are complete and undamaged. Always refuse damaged, leaking, or incomplete parcels.

Refunds are only available for products with manufacturing faults, and only if we are notified promptly upon receipt. Damaged items must be returned before a replacement or refund is issued. If goods are lost in transit, they are considered missing after 7 days.

Any courier instructions, such as leaving goods with a neighbor or behind the house, are accepted at your own risk, and we cannot be held responsible for the outcome.

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.

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.

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.

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.

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..