Cladco Profiles® Limited Conditions of Sale

These terms may have changed since you last reviewed them. The version of our terms displayed on our website at the time you place your order apply.

We are CLADCO PROFILES LIMITED, a company registered in England & Wales under company number 4621350, whose registered office address is at Stanhope House, 9-10 Fore Street, Holsworthy, Devon, EX22 6DT. 

You can find everything you need to know about us and our products on our website https://www.cladco.co.uk/ (including any promotional terms displayed there), in any quotation or brochure provided to you, or from our sales staff, before you order. 

We also confirm the key information to you in writing after you order by email.

We contact you once payment has been received to confirm we've accepted your order.

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

The price of the products shall be our quoted price or, where no price has been quoted (or a quoted price is no longer valid), the price listed in our price list current at the date of acceptance of the order. All prices quoted are valid for 30 days only (unless we otherwise agree in writing). A quotation given by us does not constitute an offer and we may withdraw or revise a quotation at any time before our acceptance in writing of the order or delivery.

We will charge you when you order.

Unless we have stated otherwise in writing, prices do not include delivery charge or VAT, which will be shown separately on quotations.

Prices may be changed without notice and all products are subject to availability. Certain products may also be subject to additional charges, including machinery set‑up charges for small orders of sheeting manufactured to length. In particular, single‑skin sheeting orders of less than 25 linear metres of any sheet type will incur a set‑up fee of £75.00 plus VAT, and multiple small orders will each be subject to a separate set‑up fee. We will let you know about any such charges when you order.

If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 3% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

If our supply of your product is delayed by an event outside our control we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Support Team https://www.cladco.co.uk/contact to end the contract and receive a refund for any products you have paid for, but not received.

A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.

If we're making or supplying the product to measurements you provide, you're responsible for making sure those measurements are correct. For information and tips on how to measure contact our Sales Team on 01837 659901 or contact [email protected].

10. We may charge you if you don't give us information we need

We may charge you additional sums if you don't give us information we've asked for about how we can access your property for delivery. For example, we might need to re-deliver on another vehicle or with extra manpower.

If you collect the products from our premises, collection will be at a time after we have notified you that the products are ready. When collecting the products you must do so with an appropriate vehicle which a forklift truck can load, such as a flatbed truck or trailer etc. We cannot load onto car roof-racks or into the rear of cars or vans. All securing of loads to collection vehicles is your responsibility. You must abide by any instructions given by our staff at the time of collection.

Where we deliver the products:

• it is your responsibility to inform us of any access restrictions for deliveries. Failure to do so may result in the delivery being postponed and a redelivery charge being incurred;
• delivery will be as near to the place where you require delivery to be made as a safe hard road permits. This will be at our driver’s discretion. Unless caused by our fault or negligence, we will not accept any liability for any damage caused by the vehicle or driver; and
• it is your responsibility to arrange safe offloading of the products. Where mechanical offload is unavailable or unsuitable, appropriate assistance must be provided by you to assist with manual offload. You must ensure you are equipped with suitable protective clothing, gloves, boots etc. Roof sheeting can be both sharp and heavy. Weather conditions should also be taken into account by you when unloading.

When your products are delivered these are sometimes delivered on a pallet with the necessary associated packaging to ensure they arrive with you in the best possible condition. We view the pallet and packaging as necessary for the protection of the products and therefore will be a part of what is delivered to you. It is your responsibility to dispose of these items in a responsible manner when appropriate.

When taking possession of any products you should ensure that they are stored indoors where possible; at the very least the products should remain protected from all weather conditions whilst stored until such time as you are ready to install them.

When storing Roofing Sheets and associated products you should ensure they are protected from the elements in order to ensure that they remain in good condition and there is no water ingress between the sheets. Galvanised sheets should always be stored indoors whilst stacked as this will help reduce the possibility of an occurrence of white rust on the products.

Composite Decking and other WPC products should always stored out of the elements where possible and then be allowed to acclimatise on site for 48 to 72 hours prior to being installed.

If you bought your products online or over the telephone, you have a legal right to change your mind about your purchase and receive a refund of what you paid, including the delivery costs. This is subject to some conditions, as set out below. These terms apply in place of any other Returns Policy on our website.

When you can't change your mind. You can't change your mind about an order for products that are made to your specifications and products which become mixed inseparably with other items after their delivery.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact our Customer Support Team at [email protected]

You have to return the product at your own cost. You have to return your product to us within 14 days of telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the product. You can either:

• bring the product to one of our stores (find the one nearest to you by contacting our Customer Support Team). You will need proof of purchase and the card you paid with.
• send the product back to us using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the products at all, or within a reasonable time, we won't refund you the price.

We only refund standard delivery costs. For example, we don't refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we may reduce your refund if the product's condition is not "as new", labels have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.

When and how we refund you. If you tell us you've changed your mind about a product that hasn't been dispatched, we refund you as soon as possible and within 14 days. If you're sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

If you think there is something wrong with your product, you must either bring it into one of our stores or contact our Customer Support Team: https://www.cladco.co.uk/help-and-advice. We honour our legal duty under the Consumer Rights Act to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us.

In addition to your statutory rights under the Consumer Rights Act 2015, provided you register it within 6 months from the date of our invoice, we also offer the Cladco Warranty for certain products. The Cladco Warranty (where applicable) lasts longer than your statutory rights and applies in addition to them (it does not affect them).

The Cladco Warranty covers the type of defects for the periods which are set out in the warranty table published at https://www.cladco.co.uk/warranty-table (“Warranty Table”). If a product is not featured in the Warranty Table, or if you do not register the Cladco Warranty as required by this clause, only your statutory rights apply if there is a problem with the products.

To register your Cladco Warranty, you must complete a Cladco Warranty Registration Form via our website at www.cladco.co.uk/warranty-registration.

The Cladco Warranty period begins on the date of the relevant invoice. All published warranty durations are in respect of installations in locations in excess of 5 miles from the UK mainland coastline. For installations within 5 miles of the UK coast, the published warranty duration is halved.

Where a Cladco Warranty is applicable we will either repair or replace the defective products or refund some of the purchase price. It is our decision which we do. If we decide to provide a refund, it will be reduced according to the number of years you have had the product, to take account of your use of it. The table in Appendix 1 to these terms sets out the applicable reductions.

We will not be required to repair or replace the products or provide a refund if you have not complied with the following conditions:

• The products must be used in normal domestic service conditions (or normal commercial conditions in the case of solid boards) and have been properly fitted in accordance with our recommendations, including (without limitation) the following:
  • Composite decking boards: the products must be installed using our recommended joist support spacing (30 to 40 cm), expansion end gap spacing (5mm) and fixing method (Cladco T-Clip and screw system);
  • Structural joists: the products must be installed using our recommended joist spacing (30 to 40 cm) and recommended joist support (max. 100cm);
  • Nordeck decking boards: the products must be installed using our recommended joist support spacing (30 to 40 cm) and fixing method (Speeddekz screws); and
  • Composite cladding: the products must be installed using our mandatory fixing for installation (M4x40mm Stainless Steel Wood Screws).

We will not be required to repair or replace the products or provide a refund if the problem is caused by any of the following things:

• fair wear and tear;
• wilful damage, your negligence or misuse of the product;
• abnormal working conditions;
• movement;
• distortion;
• settling or collapse of the ground or supporting structure upon which the decking is installed;
• failure to follow our instructions (whether oral or in writing);
• improper installation;
• undue care taken when unloading and storing or alteration or repair of the products without our approval.

There are some other important points regarding our liability for our products:

(a) We have no liability in respect of oil canning in any products. Oil canning is an inherent characteristic of cold formed roofing products, rather than a defect and does not therefore constitute grounds for rejection of the product.

(b) Samples submitted for approval are to demonstrate the general character and substance of the product only. You accept there may be a reasonable amount of deviation from sample to bulk in colour, size or shape.

(c) We shall have no liability in respect of reasonable variations or changes in the colour of the product from board to board at the time of purchase, from order to order and/or over time once the product has been installed. This may be particularly evident with our Woodgrain ranges where the shading on the boards is due to the sanding process. It is not unusual for Woodgrain boards to lighten to a consistent colour within the first 6 – 12 months following installation and any reasonable lightening of this nature shall not be a breach of warranty.

(d) We shall have no liability in respect of colour fade on any product caused by UV or any other natural form of weather or outside influence beyond our control. 

(e) We shall have no liability in respect of any defect in the products arising from any drawing, design or specification supplied by you. 

(f) We shall have no liability for any installation, repair, re-installation, removal or labour cost arising from a fault with the products. 

(g) You shall be responsible for ensuring that any product obtained from ourselves is used in the manner it has been designed for, and for ensuring that the products meet any necessary regulations, certifications and standards for your particular installation. We cannot be held responsible if the products do not meet the necessary building, fire, structural or any other regulations deemed necessary by law for your particular installation.

(h) Second hand products are supplied “sold as seen” and no warranty is given.

A separate manufacturer’s warranty (“Cladco Supplier Warranty”) is available for certain products listed here www.cladco.co.uk/warranty-registration, instead of the Cladco Warranty, and in addition to your statutory rights under the Consumer Rights Act. Please refer to the applicable manufacturer’s terms and conditions for details of any such warranty, including any exclusions and limitations of the manufacturer’s liability.

To receive the benefit of a Cladco Supplier Warranty, you must:

• register the warranty in accordance with the manufacturer’s requirements by completing the applicable registration form and submitting it to the manufacturer within the relevant manufacturer’s specified timescale; and
• comply with the applicable manufacturer’s warranty terms and conditions.

To obtain the relevant registration form, please send your request in writing to [email protected] and we will provide one as soon as we reasonably can.

A Cladco Supplier Warranty is provided by the manufacturer of the products and is a separate warranty agreement between you and the manufacturer. Our role and liability in relation to a Cladco Supplier Warranty is limited to providing the applicable form to enable to you register the warranty. We have no obligation to register or enforce a Cladco Supplier Warranty on your behalf.

Changes we can always make. We can always change a product:

• to reflect changes in relevant laws and regulatory requirements;
• to make minor technical adjustments and improvements. These are changes that don't affect your use of the product.

We can do this to:

• deal with technical problems or make minor technical changes;
• update the product to reflect changes in relevant laws and regulatory requirements; or
• make changes to the product.

We will contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we're going to suspend supply, for more than 1 month you can contact our Customer Support Team: [email protected] to end the contract and we'll refund any sums you've paid in advance for products you won't receive.

We can end our contract with you for a product and claim any compensation due to us if:

• you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product;
• you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us. If you have said you will collect the product ("click and collect") but you don't do this within 3 months then we treat your order as cancelled and refund the purchase price;
• you don't make any payment to us when it's due and you still don't make payment within 7 days of our reminding you that payment is due.

We're not responsible for losses you suffer caused by us breaking this contract if the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section “We're not responsible for delays outside our control”.
• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

If you use a product for the purposes of your trade, business, craft or profession then, except for any liability which cannot legally be limited, our total liability to you for all losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to what you paid for the product and all claims for loss of profit or indirect or consequential loss are wholly excluded.

If the products are to be manufactured or any process is to be applied to the products by us in accordance with a specification or direction you submit, you must reimburse us for any costs and expenses we incur because your instructions infringe the intellectual property rights of any other person.

The installation guides should not be relied upon as advice or as the sole source of information on how to complete a task. Cladco installation guides should be taken as a guide only, before commencing any DIY task please:

• assess the risks associated with what you are about to do – taking any necessary precautions; and
• read and follow all manufacturers' and safety instructions relating to the equipment, products or task you are about to use or carry out.

If you are in any doubt, stop immediately and seek advice from a professional. The installation process shown in Cladco installation guides and videos should not be attempted by anyone under the age of 18 or who is inexperienced in DIY.

We accept no liability for any loss, damage or injury arising as a consequence of any reliance placed upon the installation guides, whether by a user of our Digital Services or by anyone who may be informed of their contents.

In relation to the Video Guides, all references are correct at the time of filming.

How we use any personal data you give us is set out in our Privacy Notice https://www.cladco.co.uk/privacy-policy-cookie-restriction-mode.

Complaints. Our Customer Support Team: https://www.cladco.co.uk/help-and-advice,  will do their best to resolve any problems you have with us or our products.

If you have a dispute with us, please send us a written notice explaining what the problem is and include any documents that help explain it. We will then try in good faith to sort things out with you.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract. If you're unhappy with the transfer you can contact our Customer Support Team https://www.cladco.co.uk/help-and-advice to end the contract within 7 days of us telling you about it and we will refund you any payments you've made in advance for products not provided.

You can only transfer your contract with us to someone else if we agree to this. We may not agree if we are not satisfied they will be able to pay, or we have other reasonable grounds to object. 

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.