FROM THE VAN
Ordering when you already know what you need
Every product on this site is addressed by its Kingspan article number. That is the product code on the label, the code on your delivery note, and the code in the web address of the product page. Put the article number in the search box and you land on the right product — no browsing, no guessing which of four similar-looking items is the one you had last time.
Which means if you can read the number off the old unit or off a previous delivery note, you can reorder in about thirty seconds without ringing anyone.
Prices show excluding VAT by default. There is an Ex./Inc. control beside every price if you want to see the other figure.
ON DELIVERY
What turns up, and what to check
Ten minutes here is the difference between a problem solved by email and a problem solved by a second visit.
Before the driver leaves
- 1 Expect separate items. A rooflight and its upstand are two products with two article numbers, picked and packed separately, and they arrive as two items on one delivery.
- 2 Check article numbers against the delivery note — not descriptions. Two units can be described identically and be different products.
- 3 Look at the packaging. Crushed corners and punctured film are worth photographing even when the contents look fine.
- 4 Note any damage or shortage on the delivery note before you sign. A clean signature says it arrived complete and undamaged.
- 5 Report damage the same day, with photographs taken before anything is moved.
- 6 Store flat, out of direct sun, until you fit it.
THE USUAL SNAG
The kerb that is already there
Most call-outs to us start the same way: the dome is off, the kerb is staying, and nobody is certain the new unit will sit on it.
If the upstand is Kingspan and has its label, the article number settles it. If the label has gone, three measurements do the same job: the internal opening at the top of the kerb in both directions, the flange width, and the upstand height. Send those with a photograph and you get a yes or no rather than an opinion.
Kerbs from other manufacturers are often workable, but they vary enough that it is a check rather than an assumption. Worth doing before the old unit comes off, not after.
ON THE ROOF
What goes wrong, and what to do
| The problem | What it usually is | What to do |
|---|---|---|
| Unit does not sit on the kerb | Nominal size mismatch, or a non-Kingspan kerb | Measure the internal opening and send it. Do not trim anything |
| Opening is out of square | Site-cut opening | The smaller dimension governs. Send both figures |
| Upstand too short once the build-up is on | Height taken from the deck, not the finished surface | This is a different upstand, not an adjustment |
| Water coming in at the edge | Flashing or membrane termination, not the unit | Roofing detail. Replacing the dome will not fix it |
| Opener will not hold | Actuator | Often replaceable on its own — send the article number |
| Glazing looks different to the last one | Specification changed, or a different shell build-up | Check the article number against the schedule before fitting |
Photograph anything in this table before acting on it. A photo taken on the roof settles in one message what otherwise takes three.
WARRANTY
Three things that end the cover
Cutting, drilling or modifying the unit. Including trimming a flange to make something fit. If it does not fit, it is the wrong item and we will sort it out.
Fitting to an unsuitable upstand. A unit on a kerb it was not designed for is not a warrantable product failure, whatever goes wrong afterwards.
Departing from the manufacturer's instructions. They come with the unit and are on the product page under Installation. Where the roof genuinely requires a different approach, get it agreed in writing beforehand rather than explained afterwards.
Worth photographing the completed installation before you leave. It costs nothing on the day and settles most arguments later.
QUESTIONS
Common questions
I am on the roof now and something is wrong. What is fastest?
Photograph it, note the article number if you can see one, and send both. Photographs get answered faster than descriptions, because we can see what you are looking at instead of reconstructing it.
Can I order an upstand on its own?
Yes. If the kerb goes in ahead of the glazing, order it separately — just tell us which unit it will eventually carry so the pairing gets checked now rather than on fitting day.
Do you supply fixings?
Fixings and accessories are in the catalogue and generally stocked. What a specific unit needs is in the installation documentation on its product page.
The client wants it ventilating and it was ordered fixed.
That is a different unit rather than an accessory. Tell us before it is fitted and we will look at what can be done; after it is fitted the answer is a replacement.
Do you offer trade pricing?
Yes, through a trade account. It gives you your agreed pricing, order history — which is where you find last year's article numbers — and the ability to buy against the account.
Stuck on a roof?
Photograph it with a tape measure in shot and send it. Most site queries are answered from a single picture.
Decisions about access, working at height and the condition of the roof are for the contractor carrying out the work. Products must be installed to the manufacturer's instructions.