Delivery
Orders placed before 1pm Monday to Friday will usually be dispatched on the same day using a 1–3 working day delivery service.
- Orders under £100 ex VAT are charged a flat delivery rate of £10 ex VAT.
- Orders of £100 ex VAT or more are delivered free of charge.
- Weekend delivery is not currently available due to courier restrictions.
Some products may have their own delivery arrangements because of their size, weight or handling requirements. Where this applies, the relevant information will be shown on the product page or during checkout.
Delivery information
Trusted delivery partners
We work with trusted delivery partners experienced in transporting bulky green roof materials, including large membrane rolls, edging products and palletised orders.
We pay for the appropriate service to help ensure products are handled safely and reach your project in good condition.
Scottish Highlands
Standard online delivery charges do not apply to Scottish Highlands addresses because carriage costs are higher.
Please contact us before ordering so that we can provide a delivery quote based on your postcode, products and order size.
Product-specific delivery arrangements
Certain bulky, heavy or living products may require a specialist or pallet delivery service. Any different delivery charge or ordering arrangement will be explained clearly on the relevant product page.
For example, sedum roof trays are delivered on a pallet and have their own quantity-based delivery arrangement.
Stock availability
If part of your order is temporarily out of stock, we will contact you to agree the best way forward.
In most cases, we can dispatch the available products immediately and send the outstanding items separately when they become available.
Delivery times and liability
Orders are dispatched using a 1–3 working day service, and most deliveries arrive within this period between 8am and 6pm.
This is not a guaranteed service. Urban Green Roofs and its delivery partners cannot accept liability for a delivery arriving outside the estimated period or for any costs resulting from a delay.
Please do not arrange labour, machinery or other project commitments solely around an estimated delivery date. Wait until your order has arrived and been checked.
Receiving your delivery
All orders require a signature unless you provide alternative instructions when ordering.
Where you ask for an order to be left without a signature, Urban Green Roofs and its delivery partners cannot accept responsibility for any subsequent loss or damage.
Please check your delivery before signing for it. If the packaging or products appear damaged, sign for the delivery as “damaged” and contact us as soon as possible.
Returns
We carefully select our products for their quality and suitability for green roof projects. However, if you are not completely satisfied with an item, you may return it within 30 days of delivery, provided it remains in its original condition and packaging.
We will refund the cost of the returned product, but the original delivery charge is not refundable.
The following conditions apply:
- Products must be unused, undamaged and, where supplied sealed, unopened.
- Kits and promotional bundles must be returned in full rather than as individual components.
- Bespoke products or goods made to a customer’s personal specification cannot be refunded.
- Products must be suitable for resale and returned in their original packaging.
- Living products and other goods liable to deteriorate rapidly may not be eligible for return.
These exclusions do not apply where goods are faulty, damaged on arrival, incorrectly supplied or not as described.
You are responsible for looking after the goods before returning them and for arranging the return at your own expense, unless the goods are faulty or were supplied incorrectly.
This policy does not affect your statutory rights as a consumer.
Arranging a return
Please contact us before sending any products back so that we can confirm the return arrangements.
Email: info@urbangreenroofs.com
Telephone: +44 117 370 4018
Please include the following information with your return:
- Your full name
- Your address
- Your order number
- The product being returned
- The reason for the return
We recommend using an insured, tracked delivery service. Proof of posting does not confirm that the returned goods have been received.
Returns address
Urban Green Roofs
c/o Permagard Products Ltd
Unit B2, Worthy Road
Chittening Industrial Estate
Avonmouth, Bristol
BS11 0YB
Refunds will normally be issued within 14 days of the returned goods being received and inspected.
Specialist Green Roof Range
Find key green roof layers & accessories for your project in one focused range.
Free Technical Support
Get practical help comparing products & working out what your roof build-up may require.
Clear, Practical Guidance
Understand what each component does & how it should be installed before you order.
Fast, Reliable Delivery
Most standard orders placed before 1pm are dispatched same day with 1–3 working day delivery service.