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Customer Services

Terms and Conditions

Here are our general Terms and Conditions. If there's anything else you need to know, please visit our Help Center, phone us on 015396 21884 or submit a ticket.

Our prices

All our prices can be assumed to be correct at the time of order; they include VAT where applicable.

Postage and packing

We will deliver anywhere in the UK, and be as flexible as we can be with the delivery arrangements.

Our standard service costs £6.50, (£14.50 for orders including a roof box) and our Express service £9.50 (£19.50 for orders involving a roof box).

Small items and spare parts, are charged £6.95 (Express Delivery), £4.95 (Standard Delivery).

Express courier orders need to be received by 4.00pm (1.00pm for orders including a roof box, Dropracks or a roof tent)

There are always surcharges for timed deliveries, e.g. "Deliver by noon", Saturday deliveries, for any delivery involving a sea crossing, e.g. to the Isle of Wight, or to Northern Ireland, and for deliveries to Skye. Please e-mail or phone 015396 21884 for details, or otherwise order and we will contact you with a quote.

We may also need to charge a premium for deliveries to the Highlands of Scotland - it depends on what you order.

Our "90 day" exchange scheme

As you will probably be buying "sight unseen" we provide a unique and exceptional Exchange Scheme on certain products - see below - which lasts for three calendar months (approximately "90 days") from the date of invoice - one exchange only. If you decide after using a product that you'd rather have something else (e.g. a 'long medium wide' box instead of a 'long thin' one), we'll exchange it for you.

We charge in full for the replacement item, including the appropriate carriage charge and a charge for any packaging needed for the return of the original. Apart from roof box exchanges, where there will be a £50 carriage charge (plus any regional surcharges), we pick up the return carriage cost. When the original arrives back here we refund the invoice price in full as long as it is in 'as new' condition, fair wear and tear excepted. However, we don't provide refunds, i.e. we never refund more than the cost of the replacement, so it makes sense to exchange an item for one of approximately equal cost.

*The exchange scheme only applies to orders delivered to mainland UK addresses.
*The exchange scheme only covers roof boxes (£50 return carriage charge plus any regional surcharges), tow bar bike carriers and roof mounting bike carriers.

A note on roof bars: Roof bars are not covered by the exchange scheme but if you have ordered bars which don't fit your car then you will certainly need to swap them for a different set, if time allows. A surprising number of people order the wrong bars for their car, e.g. they order bars for cars with roof rails and then find that their car does not have roof rails, or perhaps they have a 2018 registered car and order bars for the model which was made from "2011 to 2018" when they ought to know that their vehicle is the latest shape "2018 onwards". We aim to show pictures of all the cars on our database to help you to avoid making mistakes of this sort. The issue here is that if you make the mistake then you will need to pay the return freight cost (a minimum £25 if arranged by us), although if we have made the mistake then we will of course pick up these costs.

We will always strive to do what is fair and reasonable to make sure that you won't be stuck with anything you're not happy with.

Ordering goods

You can order online, by telephone (015396 21884), by fax (015396 21886) or by post:
The Roof Box Company, Unit 1 Toll Bar Estate, SEDBERGH, Cumbria, LA10 5HA

Payment by credit card, charge card, debit card, PayPal

We accept all major credit cards, charge cards and debit cards, including American Express. All card holders are subject to validation checks and authorisation by their card issuer. We cannot be held responsible for the consequences of any delay in delivery, or non-delivery, resulting from any refusal by a card issuer to authorise a payment. You can also use PayPal.

Payment by cheque

We also accept payment by cheque but usually allow a calendar week for cheques to clear before despatching the order.


We try to be as flexible as possible with delivery arrangements. Delivery can be made to an alternative address. We will plan the despatch so that the goods should arrive on the day agreed with you at the time of ordering.

Items can usually be left without signature, so you don't have to hang around waiting for the carrier to arrive. We will ask for "Special Delivery Instructions" in the checkout area where we'll ask you to choose a typical instruction and then amend it to suit your particular requirements.

There are no deliveries on Saturdays, Sundays or Bank Holidays, except for postable items where Royal Mail has a Saturday delivery. Generally, Express orders placed on a Friday will be delivered on the Monday, Express orders placed on a Saturday or a Sunday will be delivered on the Tuesday.

No retailer or courier company can ever "guarantee" a Next Working Day delivery. All courier companies occasionally have the same transport problems as can happen to everyone else, including snow blocked roads, closed roads, traffic jams, mechanical breakdown, an inability to find the delivery address, or to gain access to it if, for example, it's in a block of flats. We work with some of the best couriers in the business, and overall they provide an outstanding service.

Please note that we cannot be held responsible for the consequences of any delay caused by the failure of our contracted couriers to fulfil their obligations, although we will always do all that is reasonable to provide the goods by the time required. Please also note that the percentage of delayed deliveries is very small, and the percentage of items lost in transit is all but non-existent.

Right to cancel

If you decide to cancel your order, and do not wish to use the Exchange Scheme - in other words you just change your mind, or have e.g. duplicated your order elsewhere - then you must let us know within 14 calendar days of receiving the order, and we will require the goods to be received at our Sedbergh premises within 14 days of this cancellation instruction. The goods must also (1) be unused and (2) be in their original packaging and adequately taped up for the return journey. If we find that that cancelled goods have been used, or have been packaged inadequately and have as a result been damaged on the return journey, a deduction is likely to be made from the refund.

Any order including a roof box: We can arrange the collection and will always charge a minimum of £65 as a contribution towards the return freight cost - please note that regional surcharges may apply. All other orders: You should return the goods to us at your cost, but on request we can collect the goods from UK mainland addresses for a minimum charge of £25 - please note that regional surcharges may apply. If we have made a mistake, e.g. we have sent the wrong components and there is no time to correct the error, then of course we will collect the goods and refund you in full, including carriage charges.

Please note the 14-day cancellation policy doesn't apply to exchanged items.

Overseas orders

We have very different Terms & Conditions for goods sent overseas. We currently only deliver small items overseas. Please contact us by e-mail; [email protected] for a quotation, stating which goods you are interested in, how quickly you need them, and the delivery address. Please note that we will not collect goods except from mainland UK, even in the case of cancellation or guarantee claims.

Faulty goods

If you purchase a product from us which is found to be faulty, please phone or e-mail and we will attend to the problem without delay. Problems with products that have been sold by us and are under guarantee should be referred to us in the first instance. We can supply proof of purchase if required for guarantee claims.

Colour reproduction

The reproduction of colour and detail in the pictures on our web site is as accurate as our technology allows.

Mailing lists

We'd like to have your permission to contact you with details of our own new products and special offers (you may opt out of this at any time). For further information about our Privacy policy please see Privacy.

Contacting Us

Contact us on 01539 621884 between 9am and 5:30pm Monday to Friday. Or visit our help centre

Company information

Our Company name is John Jordan Limited, registered in England no. 03219540. Our VAT no. is GB 664 9377 85. Our Registered Office is Unit 1A Toll Bar Estate, SEDBERGH, Cumbria. LA10 5HA. We trade as The Roof Box Company.

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