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Returns, complaints and after-sales service

Below are the basic rules on returns and complaints for ProRoof B2B sales. Detailed terms are set out in the B2B General Terms of Sale. This page is publicly available, without logging in.

Returns and withdrawal from the contract

Sales are made exclusively to businesses (B2B). In B2B sales the buyer has no right to withdraw from the contract without giving a reason.

  • Products in full working condition are not subject to return or exchange.
  • Products made to the customer's individual order, including products with non-standard parameters, dimensions or configuration, are not subject to return or exchange.
  • Cancelling or changing an order requires ProRoof's consent on the terms set out in the B2B General Terms of Sale.
If you have any doubts about the product parameters, please confirm them with our office before placing the order.

Complaints

Please report issues concerning product defects, dimensional non-conformity, transport damage or missing items by email.

  • Include the buyer's details, the order number, a description of the problem and, if possible, photos of the product and packaging.
  • We handle complaints within 14 days of receipt and will inform you of the outcome by email.
  • The rules on liability, including warranty for defects, are set out in the B2B General Terms of Sale.

Delivery and return shipping costs

The delivery cost is shown in the cart and in the order summary. A return that we agree to is sent to the ProRoof address, unless another way of collecting the parcel has been agreed.

If the parcel arrived damaged, keep the packaging and photographic documentation. This makes it easier to handle a transport complaint quickly.