ORDERING
Buying from us
Do I need a trade account to order?
No. Anyone can order from the catalogue. A trade account gives you your agreed pricing, order history and the ability to buy against your account rather than paying up front.
Apply for a trade account — it takes a few minutes and we come back to confirm.
Are prices shown with or without VAT?
Prices default to excluding VAT, because most of the people buying from us are reclaiming it. Every price on the site has an Ex. / Inc. control beside it — switch it once and the whole page follows, including any upstand you have added.
Why are there two lines in my basket for one rooflight?
Because they are two products. The rooflight and the upstand each have their own Kingspan article number, and the factory picks them separately. They are despatched together.
I need a size that is not listed.
Send us the opening measurements. A good proportion of what we supply is outside the standard sizes — it becomes a quoted item rather than an online order, but it is entirely normal.
Can I order the upstand on its own?
Yes. If the kerb goes in ahead of the glazing, order it separately. Tell us which rooflight it will eventually carry so we can check the pairing now rather than on the day.
SPECIFICATION
Choosing the right product
How do I know which size to order?
Measure the clear opening in the roof deck and order by nominal size. The Measuring Guide takes about five minutes and covers the four figures we need.
Which upstand do I need?
It depends on what is on the roof already and what your roofing specification calls for. Choosing an Upstand starts with the three situations and works forward from there.
Is SR the same as fall-through protection?
No, and this one matters. SR is a weathering frame. Fall-through protection is a separate range — RSM LK, HDS LK, EAD LK and others, depending on the application. If the job requires certified fall-through protection, say so on the enquiry so it gets specified correctly.
What is the difference between Clear and Opal?
Clear glazing lets you see through it and gives the brightest, most directional light. Opal diffuses the light, cutting glare and hot spots, and you cannot see through it. Opal is the usual choice over workspaces; Clear where the view matters.
Where do I find U-values and technical data?
On each product page, under the Specifications and Downloads tabs. Figures are published as declared by Kingspan Light + Air. If your specification needs a value that is not listed, ask and we will get it confirmed rather than estimate it.
Can I fit a Kingspan unit to another manufacturer's upstand?
Sometimes. Send the internal opening at the top of the kerb, the flange width and the upstand height, plus a photograph, and we will tell you either way before you order.
ON SITE
Installation
Do you install?
We supply. Installation is carried out by your roofing contractor, working to the manufacturer's instructions supplied with the unit and to your roofing specification.
Where are the installation instructions?
Under the Installation and Downloads tabs on each product page. If the document you need is not there, ask — it exists, and we will get it to you.
Does the rooflight come assembled?
The rooflight and the upstand arrive as separate items and are assembled on the roof. Check the delivery against the article numbers on the paperwork before the driver leaves.
AFTER THE ORDER
Deliveries, returns and problems
Something arrived damaged.
Photograph it before it is moved, including the packaging, and tell us the same day. Damage in transit is straightforward to resolve when it is reported quickly and much harder once the unit is on the roof.
I ordered the wrong size.
Tell us as soon as you know. If it has not shipped we can usually change it. If it has, it becomes a return — start here and we will tell you what is possible before you send anything back.
Do not send anything back without telling us first.
Unannounced returns are difficult to trace and slow to credit. Start with the returns form so the item arrives with a reference attached to it.
Who do I speak to about an existing order?
Reply to your order confirmation, or use the contact page and quote the order number. Both reach the same inbox.
Not answered here?
Send the question with as much detail as you have. Technical enquiries usually come back the same working day.
Answers here are general guidance. Where a product datasheet or your roofing specification says otherwise, those take precedence.