Customer Services


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Terms and Conditions


1. Definitions:


‘We’, ‘Our’, ‘Us’ ‘Owner’ means Rolfes DIY LLP trading as W & E Rolfe & Son, 56 – 58 High Street, New Romney, Kent TN28 8DA


‘Website’ means ‘’


‘we’, ‘us’ means Rolfes DIY LLP trading as W & E Rolfe & Son alone or together with You, the customer, as the context requires.


‘You’ means the person or company ordering the goods subject to these terms and conditions (this ‘Agreement’)

2. General


The Owner of this website is:

Rolfes DIY LLP trading as
W & E Rolfe & Son
56 – 58 High Street
New Romney
Telephone: 01797 363192


Our VAT number is 241 2732 38 GB


This Agreement take precedence over any other conditions, understandings or representations communicated via email or telephone, verbally or otherwise. If any part of this Agreement is deemed to be invalid the remainder of this Agreement remains unaffected.


The terms and conditions of this Agreement do not affect your statutory rights.

3. Price and Delivery


We take all responsible care to ensure that all details and prices of products appearing on Our Website are correct. Although We aim to keep Our Website as up to date as possible, information appearing on it at any particular time may not always reflect the exact stock level at the moment You place your Order.


We reserve the right to run short term price promotions offering discounts on specified products on Our Website. Once the promotions have ended, the products will only be available at the price stated and not at the discounted price. Prices offered on the Website may not necessarily reflect prices offered on the same products in Our store. We reserve the right to offer special Website prices to our online customers that will not be offered if the product is purchased in Our store.


The prices for goods on Our Website are inclusive of VAT.


Delivery is charged in addition to the price displayed except where the item states free delivery or You choose to collect in store. All delivery charges are clearly displayed where they apply. By placing an order with Us You are agreeing to our stated delivery charges.


Delivery charges shown are valid only in the UK. Please contact Us for charges that apply outside of the Great Britain, Wales, Scotland and Northern Ireland.


We understand that You may occasionally require your order within a specified time. In this instance You may choose to pay an additional cost (determined on size, weight and speed of delivery) to receive your items sooner than our standard rate. If you require this service, please call us on 01797 363192 or email us and quote the code number of the item required.


We aim to despatch your items within 2 working days of receiving your order with cleared and approved payment. Your order may be delayed if the item is not in stock. Some items may be unavailable and the current stock status is approximate.


Delivery times are approximate and should not be relied upon. We will not accept responsibility for late deliveries. This includes, but is not limited to delays resulting from acts of God, flood, fire, traffic incidents, malicious damage, unforeseen technical problems, trade disputes, war or extreme weather conditions. In such instances, we will do all we can to deliver Your order as soon as possible.

We may at any time make changes to Our Website and the details and pricing displayed.


We will make all reasonable endeavours to deliver your order to the delivery address stated on your order. If packages are returned to Us as undeliverable due to an incorrect address or other problem we shall refund the price of the goods less delivery charges plus any additional costs charged to Us by the courier company for returning it.


Some orders may be subject to Customs duties and taxes. We are not responsible for these charges and do not have a duty to inform You of any such charges. We strongly advise You to contact your local authority prior to ordering goods. Cross country border packages may be subject to inspection and opening. We cannot be held responsible for any damage or loss as a result of this.


As soon as We or our agents have delivered the goods, You will be responsible for their safekeeping and we will not be held responsible for any fault or damage arising from incorrect storage.


On receipt of your goods, we strongly advise You to check the items carefully before You use them. We also recommend that You keep your sales receipt and order number in case it is required for any after sales enquiry.

4. Acceptance of Orders


All orders will, if accepted by Us, be acknowledged prior to despatch.


There may be occasions when We are unable to accept an order place by You. This can include, but is not limited to the following:

- the product is not in stock or is not deemed to be in a saleable condition.
- there is a price or product description error
- You have not met the criteria set out in this Agreement.


We will not accept your order until the full amount owing to Us has cleared. Incorrect information entered on your order will cause a delay in processing. Any fictitious debit or credit card details entered on the Website will be fully investigated and we reserve the right to pass your details onto the relevant authorities.


We reserve the right to supply You at our discretion.

5. Product Descriptions


We cannot guarantee that the appearance or colour shown on Our Website exactly reproduce the appearance or colours of the physical products themselves. Natural products may have some colour variation and all sizes of items on Our Website are approximate.


When viewing Our wood stain colours we strongly advise You request a colour chart from Us as we will not be held liable for any wrongly chosen colours.

6. Your Obligations


You agree that only the registered user should order goods under your login and it is your responsibility to ensure this information is kept safe.


Once You have placed an order on Our Website You may cancel and receive a full refund by contacting us before the status of your order is changed to ‘dispatched’. It is recommended that you email us and also telephone us on 01797 363192. We will then acknowledge the cancellation.


By using Our Website you agree that email, post and telephone are acceptable forms of communication between us.


You must make sure that You have adequate funds to complete the sale.


You must always read and follow any relevant manuals and safety instructions before using items purchased from Us as We will not be held liable for any incident resulting from misuse howsoever caused.


Under the Offensive Weapons Act it is an offence to sell knives, blades or any other item considered an offensive weapon to any person under the age of 18. These items are only for sale to Our customers who are aged 18 and over. By ordering any of these items from Us You agree to Our terms and conditions and therefore confirm that You are over 18 and can legally purchase these items covered by the Offensive Weapons Act and all associated legislation


You agree that you will not use the Website in any way that interferes with Our systems, other users, or is deemed to be inappropriate. You will indemnify Us from and against all actions, claims, liabilities or costs arising from or in any way connected with use of this Website by You or anyone using your login details.


You are forbidden by Us and so agree that You will not use this Website to make any fraudulent or false orders.


You agree that You will not copy, print, deface, tamper with, alter, distribute or otherwise use any material contained in this Website

7. Waiver of Liability


We do not accept any liability for any loss of life, earnings, damage to property or personal injury as a result of dealings with Us or misuse of any items purchased from Us.


To the extent permitted by UK law, We accept no liability for any loss, damage or injury arising as a consequence of any advice provided by Us.

8. Ownership and Title of Goods


Products that have been cut, mixed, or ordered to your specific requirements cannot be exchanged or refunded.


Ownership of the goods ordered by You shall remain with Us and shall not pass to You until all monies have been paid in full.

9.Returns Policy


If You wish to return an unwanted item ordered from Us on this Website You have 14 days from the date of despatch to do so. The items must be returned to Us unused and in their original, resaleable and complete condition.


We will not be held responsible for the method used to return unwanted items or the cost of doing so. We therefore strongly recommend that You use a traceable service to return any items to Us as We will not be held responsible for any items lost or damaged in transit to Us.


We reserve the right to refuse a return if we consider the item is not in a resaleable condition


All refunds are subject to Our inspection of the goods once they are returned to Us. Any unwanted items returned to Us that qualify for a refund will have NO refund of delivery charges.

10.Defective Items


If an item purchased from Us arrives in a broken, damaged or non-functioning state You must immediately contact Us by telephone 01797 363192 or email. You must provide Us with your name and order number in all correspondence.


You will be asked to return the item pending an investigation of the fault by Us. If the item has a genuine defect or damage not due to You the customer, or courier negligence We will refund the cost of returns to Us and replace the item at no cost to You.


We reserve the right to replace a particular part or alternatively repair and return the damaged item as we see fit.


If an item becomes defective within 1 year of purchase You may return this item to Us. If, on inspection, the item is considered faulty due to customer negligence we will contact You with either the cost of repair or replacement costs. If however, a genuine fault has occurred we will provide either a refund or replacement to be determined at our discretion. We may also require all warranty information that was originally supplied with the item. This does not affect your Statutory rights.

11.Our Obligations


We are committed to the protection and privacy of any information you may supply while visiting our Website. Please refer to our Privacy Policy for further details


We are committed to ensuring that your experience with us is a positive one and that price, delivery and quality of goods meet or exceed your expectations.


We are committed to serving You.

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