Delivery Policy – Roma Verandas
Version Nov2026. Last updated 5 November 2026.
1. General
1.1 – This policy explains how Roma Group Ltd trading as Roma Verandas (“Roma Verandas”, “we”, “us”, “our”) delivers orders. It should be read together with our Terms and Conditions. The “buyer”, “you” and “your” mean the person who places an order with us.
1.2 – Where the buyer is a consumer, nothing in this policy affects the buyer’s statutory rights, including those under the Consumer Rights Act 2015.
2. Lead Times
2.1 – Many of the veranda systems and outdoor structures we supply are made to order or prepared specifically for the buyer’s project. Lead times vary according to the product, the specification and the time of year.
2.2 – The buyer should contact us for the current lead time for their order. A buyer working towards a specific deadline should tell us before ordering so that we can provide realistic guidance.
2.3 – Delivery dates and timeframes are estimates unless expressly agreed as fixed, and may be affected by events outside our reasonable control, such as courier schedules, manufacturing timelines or weather conditions.
3. Order Updates and Delivery Dates
3.1 – We will keep the buyer informed at key stages, including order confirmation, preparation, dispatch and delivery scheduling where applicable. If anything changes that affects the timeline, we will notify the buyer as soon as possible.
3.2 – Where tracking is available, tracking details will be provided in the dispatch confirmation email.
3.3 – Delivery dates are scheduled by our manufacturers, suppliers and carriers, and we can confirm them only once they have been confirmed to us. We are normally told the delivery week during the week before it, and the exact delivery day may not be confirmed until shortly before delivery. We will pass on each update to the buyer as soon as reasonably possible after we receive it.
3.4 – Carriers do not normally provide a fixed delivery time. The driver will normally contact us when approximately one hour from the delivery address, and we will tell the buyer as soon as reasonably possible. This is an estimate only and depends on the information given to us by the carrier.
3.5 – The buyer should plan for delivery on this basis, and should not arrange any installer, labour or equipment in reliance on a delivery date until we have confirmed that date. Once a delivery date has been confirmed, the buyer should ensure that a person aged 18 or over is available to receive the goods, with the labour required under Clause 5.2. A buyer who cannot accept delivery on the confirmed date should tell us as soon as possible.
4. Delivery Areas and Charges
4.1 – We deliver across mainland United Kingdom using specialist delivery partners experienced in handling large aluminium structures, glass panels and outdoor building components.
4.2 – Deliveries to remote areas may take longer or incur an additional charge, depending on distance and access conditions. Any delivery charge or surcharge based on location or order size will be confirmed to the buyer before the order is accepted. A buyer who is unsure whether their location is affected should contact us before ordering.
4.3 – Delivery can also be arranged to Northern Ireland, the Isle of Wight, the Isle of Man, the Channel Islands and Scottish offshore islands. Some orders may require alternative transport and longer lead times. The buyer should contact us before ordering so that we can confirm the delivery arrangements and cost. Our warranty applies to mainland Great Britain, and cover outside this area is available by prior written agreement only.
4.4 – International delivery may be available for certain products. A buyer located outside the United Kingdom should contact us before ordering so that we can confirm delivery options and costs.
5. Kerbside Delivery and Access
5.1 – Large items are typically delivered on pallets or by specialist delivery services. Unless otherwise agreed, delivery is made to the kerbside or the nearest safe access point.
5.2 – The buyer shall ensure that there is safe and suitable access to the property, and shall provide the labour required for unloading and moving the goods, together with a suitable place for their storage. If access is narrow, steep or restricted, the buyer should tell us in advance so that we can help to plan the delivery.
5.3 – Damage caused by inadequate access or careless unloading by the buyer is at the buyer’s expense.
5.4 – Delivery drivers and carriers have no authority to vary the contract, agree additional services or make promises on our behalf. Unless otherwise agreed in writing, they are not expected to carry goods beyond the kerbside or the nearest safe access point.
5.5 – The buyer, and anyone at the property, shall treat delivery drivers with respect and provide safe access. We or the carrier may pause or withdraw a delivery where anyone is abusive, threatening or discriminatory, or where it is unsafe to proceed.
6. Inspection on Delivery
6.1 – The buyer should inspect the goods before the delivery driver leaves, where reasonably possible, and note any visible damage with the driver.
6.2 – Visible damage or missing items should be reported to us within 72 hours of delivery, and damage not visible on that inspection within 7 days of delivery, in each case with photographs. Reporting within these periods allows us to pursue a claim with the carrier. A later report does not reduce the buyer’s statutory rights.
6.3 – The buyer should, so far as reasonably possible, take dated photographs of all goods on delivery, including pallets, packages and labels, before they are moved or unpacked. These help us to identify the goods delivered if an item is later reported missing or stolen. Not having photographs does not affect the buyer’s statutory rights.
7. Damaged, Delayed or Missing Items
7.1 – If an order arrives damaged or incomplete, or is delayed beyond the expected timeframe, the buyer should contact us as soon as possible with the order number and any relevant photographs. We will investigate and keep the buyer informed while the issue is resolved.
7.2 – Where the buyer is a consumer and goods have not been delivered by the agreed date or, if none was agreed, within 30 days of the order, the buyer may have statutory rights, including in certain circumstances the right to treat the contract as at an end and receive a refund.
8. Concerns About a Delivery Driver
8.1 – A concern about the conduct of a delivery driver should be reported to us as soon as possible and, where practicable, within 7 days, by telephone on 03330 907890 or by email to support@romaverandas.com. The report should include the order number, the date and time, what happened, and any photographs. In an emergency, or where a crime is suspected, the buyer should contact the emergency services or the police first.
8.2 – We will acknowledge the report, raise the matter with the carrier, and tell the buyer the outcome and any action that affects their order, in accordance with our Complaints Procedure and Clause 26 of our Terms and Conditions.
9. Delivery Details and Missed Deliveries
9.1 – The buyer shall ensure that the delivery address and contact details are correct when placing an order, and shall notify us as soon as possible of any error so that we can correct it before dispatch. Incorrect information may result in delays or re-delivery charges.
9.2 – If a delivery attempt is missed, the courier may leave a card or attempt redelivery, or may redirect the item to a local depot, depending on the delivery service used. Goods will only be left in a safe place where the buyer has asked for this. The buyer should follow the courier’s instructions to rearrange delivery, or contact us for assistance.
9.3 – If the buyer does not take delivery on the agreed date, we may charge our reasonable and evidenced costs of storage and insurance until delivery takes place, as set out in our Terms and Conditions, provided that the buyer was given reasonable notice of the delivery date.
10. Installation
10.1 – Installation may be available depending on the buyer’s location and the product ordered. It is quoted separately from delivery and should be arranged before the delivery date. A buyer who would like installation should contact us.
10.2 – Goods may be delivered before the installation date. Once delivered, the buyer is responsible for storing them safely and securely, save where they are in the care of our installers. Our Terms and Conditions explain what happens if an installation is delayed.
11. Contact Information
11.1 – Any question about this policy should be addressed to:
Roma Group Ltd trading as Roma Verandas
51 Queniborough Road
Queniborough
Leicester
LE7 3DG
United Kingdom
Phone: 03330 907890
Email: support@romaverandas.com
Company Registration Number: 16869194
Version Nov2026. Last updated 5 November 2026.