Terms and Conditions 

These are the terms and conditions upon which we, Altaterra Kft. (sometimes referred to below as “ALTATERRA”, “us” and “our”) process and accept your orders for products from this online shop.  

These terms and conditions are binding and you should read them carefully; particularly the provisions dealing with prices, delivery terms, liability, rights of withdrawal/cancellation and effects of withdrawal/cancellation. 
 
If you have any queries or concerns about these terms and conditions, please do not hesitate to contact us.  

 
If you would like to proceed with an order, please read these terms and conditions and check off the box to confirm that you have accepted the terms and conditions. When you register on the “Behind Login” we will first validate your email address, before you can proceed with the registration. 

Article 1 - Identity of the business  

ALTATERRA is a company registered in Hungary with registration number 08-09-013626. Our registered address is Malom köz 1, 9431 Fertőd, Hungary, and our registered VAT number is GB 875250805. Chamber of Commerce Hungary number 08-09-013626. Our contact details are email: info@theroofwindowstore.co.uk. Telephone number: 01592 806 611, opening hours: Mon to Fri: 07:30 – 18:00. 
 

Article 2 - Contract  

A contract between you and us is conditional on you being at least 18 years old. This means that if you are not at least 18 years old we will have no obligation to you. This applies irrespective of us sending you an order confirmation. By placing an order, you confirm that you are at least 18 years old. 

If you choose to create an account on our site, we will first validate your email address, before you can complete the registration process.  

 
We can accept and process your order no matter where you are located. Please see more under “Delivery of the goods” and “International Delivery”.   

 
By placing your order, you accept the following: 
•That these terms and conditions shall apply to your order and form part of the contract between you and us. 
•The prices and costs as stated in this online shop, as confirmed by you during the ordering process. 
•That we may register data concerning your name, address, telephone number and e-mail address for the purpose of handling your order. Please see more in our Privacy and Cookies Policy. 
•That we may transmit data concerning your credit card or debit card for the purpose of handling your order. 
 
Article 3 - How will I know my order has been received? 
Upon receiving your order, we will send you an e-mail to let you know that your order has been received. When we have checked our stock and can confirm that we can fulfil your order request, we will send you an order confirmation via e-mail. A legally binding contract between you and us is formed when you receive our order confirmation. The contract will be conditional upon the approval of your credit or debit card or other types of payment (see below under “How do I pay”?) If your card or other type of payment is not approved, there will be no contract and we will have no obligation to you. If you do not receive an order confirmation within 24 hours, please contact us. We will try to attend to your order promptly, but we will not be responsible for delay caused by problems or faults in electronic communication systems beyond our control.  

 
Article 4 - What is the price of the goods? 
The purchase price is the price at the time you place your order. The price of the products you order, delivery charges if any, and the total of your purchase will always be confirmed to you during the ordering process and in the order confirmation. The price will include VAT. Please note that if we have made an obvious error in pricing on products on the website, we are not bound by that incorrect price. 

 
Article 5 - How do I pay? 
Payment may be made with MasterCard, VISA, Klarna, PayPal or a bank transfer. If you pay by debit or credit card you will be asked to submit the name on your card, your card number, expiry date and if applicable card issue number and three-digit security number. This information is transmitted via high-level encryption directly to the bank to verify that your credit or debit card is valid. Your credit or debit card will be charged immediately after payment. Once your card has been approved by the provider or in case of a bank transfer when we have received the payment on our account, we will send you an order confirmation via e-mail. If you pay by bank transfer the delivery will be released as soon as the payments can be seen on our account.

You can choose to pay using Klarna. Klarna will provide you with specific payment terms.
For further information or questions regarding your payment please visit Klarna’s website or contact Klarna’s customer service.

 
Article 6 - Delivery of the goods 
We will attend to your order as soon as possible. It is our legal obligation to send the products to you within 30 days from the time your order has been confirmed, but we aim to send the products sooner.  
 
If our supply of the products to you is delayed by an event outside our control we will contact you as soon as possible and at the latest 30 days from the order was confirmed. In case of delay we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel the contract and receive a refund for any product you have paid for but not received. If a delay causes you to terminate the contract, we will refund the amount paid. 

You can choose to have the products sent to an alternative delivery address. This must be noted when you make the order.  

We are responsible for providing you with a fault free product and the risk will not pass to you before the delivery.  

Article 7 - Delivery fee  

A delivery fee will be charged. The delivery options and various fees will be visible on the site as part of the ordering process. 
   

Article 8 - Guarantee 
We guarantee that the products fulfill the contract.  

The terms of the additional guarantee are set out in the separate SOLSTRO Guarantee available on our website. The guarantee for VELUX products can be found here. The terms of the guarantee or the country you are in do not in any way affect your legal rights. 

Article 9 - Right of cancellation - faulty or incorrectly described products 

If any product delivered to you is faulty you must notify us without undue delay. In order for us to identify your order, when exercising your right of cancellation please provide the following information: 
 
• Confirmation order number  
• Your name and contact details (address, phone number and e-mail address) 
• Details of the products in respect of which you wish to withdraw from or cancel the contract 

You will be entitled to receive a free replacement of the faulty product or alternatively receive the spare parts required to repair the faulty product. We are always entitled to replace a faulty product, unless it causes disproportionate costs for you. 
 
Regardless of the remedies just mentioned, if any product delivered to you is faulty or misdescribed, you have the right to cancel the contract within the deadline described under “right of cancellation” below, and to receive a full refund. 

 
Article 10 - Effects of cancellation - faulty or incorrectly described products 
If you cancel the contract (e.g. because the products delivered to you are faulty or misdescribed) and decide to ask for the refund of the purchase price, we will reimburse you all payments received from you – including the costs of delivery even if you chose a type of delivery other than the least expensive type of standard delivery offered by us. We will make the reimbursement without undue delay, and not later than: 
 
a. fourteen (14) days after the day we receive back from you any products supplied, or 
b. (if earlier) fourteen (14) days after the day you provide evidence that you have returned the products, or 
c. if there were no products supplied, fourteen (14) days after the day on which we are informed about your decision to withdraw from the contract. 
 
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. 

 
If you cancel the contract because the products delivered to you are faulty or misdescribed we will either organise or pay for the return of the faulty products to our warehouse. 
 
In all cases, you will be liable for any diminished value of the products resulting from any handling of them other than what is necessary to establish the nature, characteristics and functioning of the products. We will determine such diminished value as described below under “Our determination of any diminished value of the products”.  

 
Article 11 - Right of withdrawal – without giving reason  
You have the legal right to withdraw from the contract within fourteen (14) days without giving any reason, however; theroofwindowstore.co.uk provides you – as a courtesy - a total of sixty (60) days to withdraw from the contract. 
 
The withdrawal period will expire sixty (60) days after the day on which you (or someone you nominate) receives the goods that you ordered or - if the contract relates to multiple products ordered by you in one order and delivered by us separately - sixty (60) days after the day on which you (or someone you nominate) receives the last product. 
 
To exercise the right of withdrawal you must inform us of your decision to withdraw from the contract by an unequivocal statement of your intention to withdraw by sending an e-mail to info@theroofwindowstore.co.uk.  
 
In order for us to identify your order, when exercising your right of withdrawal please provide the following information: 

 
• Confirmation order number  
• Your name and contact details (address, phone number and e-mail address) 
• Details of the products in respect of which you wish to withdraw from or cancel the contract 

 
To meet the withdrawal deadline (i.e. where you are exercising your right to withdraw from the contract without giving any reason), it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. We will send you an email confirming that you wish to use your right to withdraw.  
 
 
Article 12 - Effects of withdrawal – without giving reason  
If you are exercising your right to withdraw from the contract without giving any reason, we will reimburse you all payments received from you, including the costs of delivery; except that we will not reimburse you any additional delivery costs arising if you have chosen a type of delivery other than the least expensive type of standard delivery offered by us. We will make the reimbursement without undue delay, and not later than: 
 
a. fourteen (14) days after the day we receive back from you any products supplied, or 
b. (if earlier) fourteen (14) days after the day you provide evidence that you have returned the products, or 
c. if there were no products supplied, fourteen (14) days after the day on which we are informed that you wish to withdraw from the contract. 
 
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. 
 
If you withdraw from the contract for any reason after products have been dispatched to you or you have received them we will organise and pay for the return. For information about the return procedure, please contact us by e-mail at info@theroofwindowstore.co.uk.  
 
If you are exercising your right to withdraw from the contract without giving any reason we will bear the direct costs of returning the products. In all cases, you will be liable for any diminished value of the products resulting from any handling of them other than what is necessary to establish the nature, characteristics and functioning of the products. We will determine such diminished value as described below. 
 
 
Article 13 - Our determination of any diminished value of the products 
In order to establish the nature, characteristics and functioning of the products you may handle and inspect them but must do so (i) with due care and (ii) in the same manner as you would typically be allowed to do in a shop. Any handling or inspection of the products in excess of this may result in a diminished value of the products, which we will be entitled to deduct when reimbursing the payment received from you, or to charge you. The determination of any diminished value will be made on a case-by-case basis. As part of your handling and inspection of the products as described above, you can open the box and inspect the fabrics and colors of the products with due care, provided that the opening is done without damaging the box. If the box is damaged, it will be regarded as diminishing the value of the products. Any installation of the products is also likely to result in a diminished value of the products. We remind you that when in your possession and until returned to us, you are responsible for the products and will be liable for any damage to them. 
 
 
Article 14 - Applicable law and venue 
Contracts entered into by this online shop are governed by the laws of England and Wales, and the courts of England and Wales, shall have jurisdiction over any dispute or claim arising from contracts entered into via this online shop. However if you live in Scotland you can bring a claim relating to the contract either in the Scottish or the English courts; and if you live in Northern Ireland you can bring a claim relating to the contract either in the Northern Irish or the English courts. 
 

Article 15 - Complaint procedure 

If you wish to file a complaint over the ordering procedure, the delivery, the products or the communication please contact us by info@theroofwindowstore.co.uk as soon as possible with a full and clear description and we will do our utmost to reach an amicable solution.  

We will reply to your complaint within 14 days from the day of receipt. If we anticipate longer processing time, we will still reply within 14 days, confirming receipt and indicating when you can expect a full reply.  

If the complaint is not resolved within 4 weeks, the complaint becomes a dispute that is subject to the dispute resolution scheme, as stipulated below 

 

Article 16 - Dispute resolution  

You can use the EU Commission’s Online Dispute Resolution portal if you wish to file a complaint of your online purchase. You may use this link to file your complaint: https://ec.europa.eu/consumers/odr/main/