Refunds & Returns Information
You must tell us in writing within 14 days of receiving your order that you want to return it.
If you make a purchase online but change your mind once you’ve received your order, under the Consumer Contracts Regulations 2013, you are entitled to a full refund (via the original payment method) provided you notify us within 14 days of receipt that you wish to cancel your contract.
You must contact us to initiate the returns procedure and before arranging to send any items back.
If you are arranging a courier, you have 14 days from informing us to sending it back to our depot.
Once you've notified us of your order cancellation, it's your responsibility to send the goods to the address below. You do not need to do this within the 14 days cooling off period but you must return the product no later than 14 days (2 weeks, not 14 working days) after the day you made your let us know you want to return your order.
An order sent to you on a pallet must be returned to us on a pallet. We're more than happy to help you arrange this.
Unless you've arranged an exchange or upgrade, we won't accept a return 14 days after the goods have been received.
Products that cannot be returned
- Any products that have been installed
- All made to measure products, which cannot be refused, returned or refunded unless they are defective or have been damaged in transit.
- Other items may be added to this list.
Where to send your returned order
Package your return securely
Ensure the goods are protected and secure. We're more than happy to help you with this so please get in touch to arrange this. We won't be held responsible for any damage or loss of value made during transportation back to us. Any damage to the product may incur costs to you.
Please print off and include a completed order returns form with your returned order.
We can arrange collection for you
If you ordered goods in error
We will happily arrange a collection for you, which will incur a charge that varies depending upon the product(s). We'll arrange collection for a maximum of 2 occasions covered by this charge. If these 2 attempts fail the collection charge will be applied again and will be equal to the initial charge.
- £24 (inc VAT) for items up to 15 kg collected by parcel courier
- £50 (inc VAT) for items up to 100 kg collected by pallet carrier (pallet size 1.0 x 01.2m or multiples thereof)
- All long or bulky items are POA
- £15 for failed collection
Please be aware collections are an all-day service from a third party company so we're not able to give you a specific time for collection.
We will arrange a collection within 14 days of notification. If opt to arrange to return items yourself, they must be received at our distribution centre within 30 days of delivery.
If wrong goods were delivered or damaged upon receipt
Again, we're happy to arrange collection and this won't incur a charge. However, if a second attempt to collect it fails, the third attempt will be charged. The collection charge will vary depending upon the product(s).
Taking care of our products
Returns - How to package your order
You will naturally wish to inspect the products you order. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of the goods.
If you have any doubt about your purchase, we strongly advise you not to open the boxes.
Please ensure you do not damage the items and, if you wish to return anything, that it reaches us in resellable condition.
Customers’ liability for diminished value of the product
Where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them, we reserve the right to refund you in full less any amount due by way of compensation, to either repair the goods or to cover any loss in value.
Please be aware it is your responsibility to ensure that the goods are suitably packaged and in the same condition as they arrived ready for collection. We are happy to help you with this, so please get in touch.
All roof windows packaging have a product overview on the outside of the boxes. If the information given doesn't meet your needs please don't open the boxes. Simply return them to us as soon as possible so we can help you. If you are unsure of the suitability of the good your have ordered, please get in touch.
Cancellation and time prior to delivery
If you cancel your order before receiving it, we will reimburse you all payments received from you, including the costs of delivery.
We may make a deduction from the refund for loss in value of any goods supplied if the loss is caused by unnecessary handling by you or installation. We’ll make this refund without undue delay and no later than:
- 14 days after the day we receive the goods from you to our or our supplier's warehouse, or,
- If no goods were supplied, 14 days after the day on which we received the cancellation of your order.
The refund will be made using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you won’t incur any fees as a result of your refund.
Our refund policy does not affect your statutory rights with respect to faulty or goods that arrived damaged. Whilst we do everything we can to ensure your order reaches you in perfect condition, sometimes accidents happen. Under the Consumer Rights Act, you can reject a faulty item, which you must do within 30 days, and get a refund, repair or replacement for faulty goods. Please let us know as soon as possible if you’ve received a faulty item and we’ll be happy to help you.