The order is only binding when we’ve confirmed the order to you

The purchase contract is only formed when we notify you by email that the applicable seller has accepted your order request.

Sometimes we reject orders 

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside the delivery area for a certain product, as stated on our website or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid. 

We charge you when you order

However, for some products we take payment at regular intervals, as explained to you during the order process. You will own your product once we have received payment in full. 

We pass on some increases in VAT  

If the rate of VAT changes between your order date and the date we or the applicable seller supplies the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect. 

We’re not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control (e.g. due to the product being unexpectedly out of stock or unavailable), we contact you as soon as possible to let you know and do what we can to reduce the delay. Our customer support team will work with you and the supplier to resolve the issue directly.

Products can vary slightly from their pictures  

A product’s true colour may not exactly match that shown on your device or its packaging may be slightly different. 

You’re responsible for making sure your measurements are accurate. 

Taxes and Duties

In the event you order a product for delivery to a location outside the UK that product may be subject to import duties, taxes, and potentially other fees levied by the delivery company. The recipient of the product will be responsible for payment of any such import duties and taxes (not The Roost, and not the applicable seller). You should check with your local customs office for further information on such fees before purchasing a product for delivery outside the UK.

You have a legal right to change your mind 

Your legal right to change your mind. For most of our products, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below. 

When you can’t change your mind. You can’t change your mind about an order for: 

• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; 
• goods that are made to your specifications or are clearly personalised; and 
• goods which become mixed inseparably with other items after their delivery. 

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day your product is delivered to you. For some sellers, this period is slightly longer and will be set out clearly on our website.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team. Our Customer Service Team will then tell you how to return the product. 

You have to return the product (at your own cost.) You have to return your product within 14 days of you telling us you have changed your mind. Returns are most of the time at your own cost, unless specified otherwise on our website. You can send the product back to the address shown on the return slip or our seller’s own courier service will collect it for you dependent on the item. You should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and the supplier of your product does not receive the goods at all or within a reasonable time, we won’t be able to refund you the full price. For help with returns, see our Returns Process or contact our Customer Service Team.

We only refund standard delivery costs. We don’t refund any extra you have paid for express delivery or delivery at a particular time. 

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable, we reduce your refund, to compensate us or our sellers for its reduced value. For example, we can reduce your refund if the product’s condition is not “as new”, price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we’re likely to reduce your refund. 

When and how we refund you. If you tell us you’ve changed your mind about a product that hasn’t been shipped, we refund you as soon as possible and within 14 days. If the product has been shipped, we refund you within 14 days of it being received by the seller or their fulfilment partner. We refund you by the method you used for payment. If you used a gift card for the purchase, we will refund you in store credit. We don’t charge a fee for the refund. 

You have rights if there is something wrong with your product 

If you think there is something wrong with your product, you must contact our Customer Service Team. We or our sellers, as applicable, honour the legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have options for resolving disputes with Us.

Summary of your key legal rights  

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: 

Up to 30 days: if your goods are faulty, then you can get a refund. 

Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases. 

Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

We can change products and these terms 

Changes we can always make. We or our sellers can always change a product: 

• to reflect changes in relevant laws and regulatory requirements;
• to make minor technical adjustments and improvements. 

Changes we can only make if we give you notice and an option to terminate. 

We can also make the following types of change to the products or these terms, but if we do so we’ll notify you and you can then contact our Customer Service Team to end the contract before the change takes effect and receive a refund for any products you’ve paid for, but not received: 

We can suspend supply (and you have rights if we do) 

We or our sellers can suspend the supply of a product. We or our sellers do this to: 

• deal with technical problems or make minor technical changes; 
• update the product to reflect changes in relevant laws and regulatory requirements; or 
• make changes to the product (see We can change products and these terms). 

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we or our sellers are suspending supply, unless the problem is urgent or an emergency. If we or our sellers suspend supply, or tell you we’re going to suspend supply, for an unreasonably long period you can contact our Customer Service Team to end the contract and we’ll refund any sums you’ve paid in advance for products you won’t receive.  

We can withdraw products  

We or our sellers, as applicable, can stop providing a product. We let you know in advance and we refund any sums you’ve paid in advance for products which won’t be provided. 

We can end our contract with you 

We can end our contract with you for a product and claim any compensation due to us if: 

• you don’t make any payment to us when it’s due and you still don’t make payment within 3 days of our reminding you that payment is due for example, in the case of an exchange; 
• you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example delivery details; 
• you don’t, within a reasonable time, either allow the seller of your product to deliver the product to you; or 

We don’t compensate you for all losses caused by us or our seller’s products 

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable). 
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control. 
• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use. 

Use of our Website

All intellectual property rights in the materials and content comprising our website, including but not limited to images, written content and designs, belong to us or we have permission from the owner to use them in the website. We give you permission to use the materials and content comprising the website for the sole purpose of using the website to view and purchase products in accordance with these Terms. You are not granted any other rights other than as set out in these Terms.

You are not permitted to use “The Roost” name, or any of “The Roost” trademarks, logos, domain names and other distinctive brand features, unless otherwise agreed with us in writing. One case that you are obliged to use The Roost's trademark is when sharing a room design using the Roost Visualiser tool. You are not allowed to screenshot the room, removing The Roost logo. 

We aim to make the website available as much as possible, but there may be interruptions from time to time for maintenance (scheduled and emergency) and you accept that the website is provided to you on an “as available” and “as is” basis. 

We do not accept any liability for any third-party links/websites that are contained in the website and you accept that you access such third-party links/websites subject to the terms and conditions of those third-party websites.

You shall not modify, interfere, intercept, disrupt or hack the website or knowingly introduce viruses, or harmful content. Nor shall you mine data, scrape or crawl any part of the website or disassemble, decompile or reverse engineer any part of it.

You promise that all the information that you supply to us and your account shall be accurate, complete and true in all respects and you shall notify us immediately of any changes to such information or if such information becomes out of date.

We use your personal data as set out in our Privacy Notice 

How we use any personal data you give us is set out in our Privacy Notice: https://theroost.com/pages/privacy-policy

You have options for resolving disputes with us 

Complaints. Our Customer Service Team will do their best to resolve any problems you have with us or our Seller’s products: contact us at hello@theroost.com

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in. 

Other important terms apply to our contract 

• This website and the products on it are for consumers only – you agree that you are only using them for non-commercial, non-business, private purposes.
• We can transfer our contract with you. 
• You can only transfer your contract with us to someone else if we agree to this. 
• Nobody else has any rights under this contract. 
• If a court invalidates some of this contract, the rest of it will still apply. 
• Even if we delay in enforcing this contract, we can still enforce it later.