Refund policy
Refunds & Returns Policy
At Roma Verandas, we want you to feel confident when placing an order with us. This policy explains your cancellation, return and refund rights, including the different rules that may apply to standard products and goods made specifically to your requirements.
This policy applies to purchases made from Grounded Fox Ltd, trading as Roma Verandas.
Your Legal Rights
If you are purchasing as a consumer, your rights are protected by applicable UK consumer law, including the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Among other protections:
- Goods must be of satisfactory quality, fit for purpose and as described;
- You may have a short-term right to reject faulty goods and receive a refund;
- Depending on the circumstances, you may also be entitled to a repair, replacement, price reduction or refund; and
- For many purchases made online or at a distance, you have a legal right to cancel within 14 days without giving a reason.
Nothing in this policy limits or excludes any statutory rights that cannot legally be restricted.
Standard Products Purchased Online
Where you purchase a standard, non-personalised product online, by telephone or through another distance-selling method, you will generally have the right to cancel your order within 14 days after receiving the goods without giving a reason.
To exercise this right, you must tell us clearly that you wish to cancel before the cancellation period expires.
Once you have notified us of your cancellation, you must normally return the goods within a further 14 days.
You do not need to use any particular wording to cancel. You can contact us using the details at the bottom of this policy.
Bespoke, Made-to-Measure & Personalised Products
Some products supplied by Roma Verandas are manufactured, cut, configured or otherwise produced specifically to an individual customer's requirements.
This may include products manufactured to specific measurements, colours, configurations or other customer-selected specifications.
The statutory 14-day change-of-mind cancellation right does not normally apply to goods that are genuinely made to the consumer's specifications or clearly personalised.
This exception does not automatically apply simply because a product is described as "made to order" or because we have ordered a standard product specifically for you. The product must fall within the relevant legal exemption.
Where your product is bespoke, made-to-measure or personalised, we will make this clear during the ordering process where appropriate.
Please check all measurements, colours, drawings, specifications and configurations carefully before approving a bespoke order for manufacture.
Nothing in this section affects your rights if a bespoke or personalised product is faulty, incorrectly manufactured, not as described or otherwise fails to comply with your statutory rights.
Deposits for Bespoke Orders
Certain bespoke, made-to-measure or personalised orders may require a deposit. Where applicable, the deposit amount and payment schedule will be shown on your quotation, invoice or order confirmation.
Deposits may be used to secure manufacturing capacity, materials, design work or other costs associated with your order.
If you request cancellation of an order where you do not have a statutory right to cancel, we may retain or deduct a reasonable amount to reflect costs and losses that we have actually incurred as a direct result of the cancellation.
We will not automatically retain a deposit where doing so would be unlawful or unfair.
The outstanding balance for bespoke goods will normally be payable before dispatch, delivery or installation, as stated on your invoice or order confirmation.
Cancelling Before Production Begins
If you wish to cancel a bespoke order, please contact us as quickly as possible.
Where manufacturing or other chargeable work has not yet begun, we will review what costs, if any, have already been incurred and explain the cancellation position to you.
Where manufacturing has already begun on genuinely bespoke or personalised goods, cancellation may not be possible without you becoming responsible for reasonable losses arising from the cancellation.
Change-of-Mind Returns
Where the statutory cancellation right applies, you may inspect and handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
You should take reasonable care of the goods while they are in your possession.
We may make a reasonable deduction from the refund where the value of the goods has been reduced as a result of handling beyond what would reasonably be permitted when examining the goods in a shop.
Original packaging should be retained and used where reasonably possible, particularly for large or fragile products, but the absence of original packaging does not by itself remove statutory cancellation rights.
Return Delivery Costs
Where you cancel a non-faulty order under your statutory change-of-mind rights, you will normally be responsible for the direct cost of returning the goods where we informed you of this responsibility before the contract was entered into.
For large products that cannot normally be returned by post, return transport can be significantly more expensive than standard parcel delivery. Where applicable, information about these costs or how they are calculated will be provided before purchase as required by law.
You are responsible for taking reasonable care when packaging goods for return.
Large & Specialist Item Returns
Saunas, hot tubs, cold plunge units, verandas and other large structures may require specialist freight for return.
Please contact us before arranging a return so that we can provide the appropriate return address and discuss any specialist transport requirements.
Do not return large goods to our registered office unless we have specifically instructed you to do so.
Where you are responsible for return transport, we recommend using an appropriately insured service suitable for the size and nature of the goods.
Installed, Assembled or Modified Products
Installing, modifying, cutting or permanently altering goods may affect whether they can be returned under a change-of-mind cancellation.
This does not remove your statutory rights where the goods are faulty, not as described or otherwise fail to comply with the contract.
Please contact us before installing or modifying a product if you believe there is a problem with it.
Faulty, Damaged or Incorrect Goods
If goods arrive damaged, are faulty, are not what you ordered or do not match their description, please contact us as soon as reasonably possible.
Under the Consumer Rights Act 2015, consumers may have a short-term right to reject goods that do not conform to the contract within the applicable statutory period, as well as further rights to repair, replacement, price reduction or refund depending on the circumstances.
Please provide your order number and, where possible, photographs showing the product, packaging and any visible damage. This helps us investigate the issue with the manufacturer, supplier or carrier more efficiently.
A request that you notify us promptly of delivery damage does not limit your statutory rights.
Faults Identified After 30 Days
Your rights do not automatically end after the first 30 days.
Where a fault is identified after the initial short-term right to reject has expired, you may be entitled to a repair or replacement and, in certain circumstances, a price reduction or refund.
Where a fault becomes apparent within the first six months, applicable consumer law generally places the burden on the trader to show that the goods were not faulty when supplied where the relevant legal conditions are met.
After six months, you may be required to provide evidence that the problem was caused by a fault that existed when the goods were supplied.
Your rights may continue beyond six months depending on the circumstances, the nature of the goods and applicable limitation periods.
How to Start a Return
To request a return or tell us that you wish to cancel an eligible order, contact:
Email: support@romaverandas.com
Telephone: 03330 907890
Please provide, where applicable:
- Your name;
- Your order number;
- The product you wish to return;
- Whether you are cancelling because you have changed your mind or because there is a problem with the goods; and
- Photographs where they are relevant to a fault or damage claim.
Where your statutory cancellation right applies, you do not need to provide a reason for cancelling.
Returning Goods After Cancellation
Where the statutory distance-selling cancellation right applies, goods should normally be sent back within 14 days of telling us that you wish to cancel, unless we have agreed to collect them.
We will provide you with the appropriate return instructions after receiving your cancellation request.
Refunds for Change-of-Mind Cancellations
Where you validly cancel an eligible distance contract, we will refund payments due to you in accordance with the Consumer Contracts Regulations 2013.
This will normally include the price paid for the goods and the cost of our least expensive standard delivery option where delivery charges are required to be refunded by law.
If you selected a more expensive or enhanced delivery service, we are not required to refund the additional amount above the cost of our standard delivery option.
We may withhold the refund until we have received the goods back or you provide evidence that you have returned them, whichever occurs first, where permitted by law.
Refunds will be made without undue delay and normally no later than 14 days after receiving the returned goods or evidence that they have been sent back, as applicable.
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.
Refunds for Faulty Goods
Where you are legally entitled to a refund because goods are faulty, not as described or otherwise do not conform to the contract, we will process the refund in accordance with your rights under applicable consumer legislation.
We will not charge you the cost of returning goods where we are legally responsible for that cost because the goods are faulty or otherwise do not conform to the contract.
Non-Returnable Change-of-Mind Items
Statutory change-of-mind cancellation rights do not apply to certain categories of goods where a legal exemption applies. These can include:
- Goods made to your specifications or clearly personalised;
- Goods liable to deteriorate or expire rapidly; and
- Sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery.
Other statutory exemptions may apply depending on the particular product or contract.
These exclusions relate to change-of-mind cancellations only. They do not remove your rights where goods are faulty, misdescribed or otherwise fail to comply with the contract.
Manufacturer & Product Warranties
Some products may also include a manufacturer's warranty or a warranty provided by Roma Verandas.
Any commercial warranty is provided in addition to your statutory consumer rights and does not replace or restrict those rights.
Contact Information
If you have any questions about a return, cancellation, refund or faulty product, please contact:
Grounded Fox Ltd
Trading as Roma Verandas
Registered Office:
Queniborough Road,
Queniborough,
Leicester,
LE7 3DG,
United Kingdom
Telephone: 03330 907890
Email: support@romaverandas.com
Registered in England and Wales
Company No. 16869194
Last Updated: 29/07/2026
