Shipping & Returns Policy

Shipping

Shipping Charges:

• Free Shipping: For baskets over £75.
• Shipping Below £75: £8.99

Additional Charges for Specific Locations:

• Highlands/Offshore Islands/Channel Islands:
  • Isle of Wight: £17.00 per consignment.
  • Isle of Man & Channel Isles: £77.00 per consignment (next day by prior arrangement only).
  • Isle of Scilly & Scottish Isles: £72.00 per consignment (non-guaranteed).
  • Scottish Highlands: £42.00 per consignment.

Special Services:

• Carriage Forward: Uplift & onward delivery of a consignment to a new UK mainland address: £20.00 additional consignment charge. (Please note: consignment(s) must be in its original packaging for this service to apply.)

Re-Delivery Charges:

• Re-delivery charge: £7.50 per consignment per delivery.
  • Please note that our couriers will make one delivery attempt. If the consignee is out or hasn't made adequate provision for the delivery, a redelivery charge will be levied.

Returns

We kindly ask that all return requests be made within 28 days of your purchase. Your satisfaction is important to us, and we're here to assist you with any exchanges or refunds within this timeframe.

Faulty Goods

In the unlikely event that your goods are faulty, We're here to help! If you notice any discrepancies with your items upon receipt, please let us know within 7 days so we can swiftly assist you and process any necessary claims

Returns policy exclusions

We're excited to offer products directly from our trusted suppliers like Rhino and Vanguard, who tailor-make your order just for you! Your items will be shipped straight from their factory to your doorstep. To ensure you get the perfect parts for your vehicle, please don't hesitate to reach out to our friendly customer helpline at 0161 7061858 or email us at sales@vanroofrack.co.uk. We're here to provide any guidance or confirmations you may need before placing your order. 

Unwanted or ordered incorrectly - restocking charge

We want to make sure you're completely satisfied with your purchase! If an item matches the description in the listing or was specially ordered for you, we may not be able to accept returns or exchanges. However, if we do, there will be a handling, administration, and restocking charge of 20% of the sale value, as per our discretion.

Please note, once an item has been removed from its packaging, with seals broken, internal bags opened, or assembled, we're unable to consider returns or exchanges. Items must be in 'NEW and Unopened' condition so we can offer them to another customer.

In the event that products are dispatched directly from the factory or our supplier, and an incorrect order is placed but still complies with our terms and conditions, the manufacturer may charge a fee for checking and repackaging the item upon return. This cost, usually starting at £40, will be passed on to you. It's also your responsibility and expense to organize and ensure the return of the goods. We'll provide you with an authorization number and the appropriate return address. Please remember not to return goods without prior agreement and an authorization number, as they will be refused.

If you have any questions or concerns, please don't hesitate to reach out. We're here to help!

Exchange of goods

If you've accidentally ordered the wrong product and we've agreed to exchange it for the correct one, we'll treat the additional item as a completely separate order. Once we receive and accept the original goods, we'll issue a refund for the difference.

Please note that the original outward postage cost (if it was initially included for free), along with any incurred card commission fees that cannot be recovered, and handling charges from us or the manufacturers, will be deducted from your refund.

Before returning the original goods, we'll provide you with a breakdown of these deductions. This way, you'll have a clear understanding of the refund amount before making your decision.

Photographic evidence

Before we dive into any correspondence or discuss claims, we'd kindly ask for some photographs of the item and/or the issue at hand. Your cooperation with this will help us better understand and swiftly address any concerns you may have