Returns & Refunds
Please read this information to ensure a speedy return of your order.
Tell us you want to return your order within 14 calendar days of receiving it
Return the order within 14 calendar days of notifying us or arrange a collection
If the order was sent to you on a pallet, it must be returned on a pallet
Tell us about any damage to your order within 48 hours of receiving your items
We cannot accept products that have been installed
We cannot consider damage claims 48 hours after receiving your goods
We cannot accept returns for made-to-measure products
We cannot accept return requests after 14 days of delivery
Please read the information below and get in touch if you have any questions.
- 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.
Please use our returns form to let our customer service team know and they will start processing your order's return. Please read the rest of the information below before completing the returns form.
- If you are arranging a courier, you have 14 days from informing us to send it back to our depot
Once you've notified us of your order cancellation, it is 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 let us know you will be returning 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 have 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, this includes our roof lanterns, rooflights and uPVC windows, 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 Return Order
Package your return securely
Ensure the goods are protected and secure. We are more than happy to help you with this so please get in touch to arrange this. We will not 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.
Unit 14, Barnfield Road
Park Farm, Folkestone
Kent CT19 5SU
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 will 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 1.2m 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 are not able to give you a specific time for collection.
We will arrange a collection within 14 days of notification. If you opt to arrange to return the items yourself, they must be received at our distribution centre within 30 days of delivery.
If wrong goods were delivered damaged upon receipt
Again, we are happy to arrange collection and this will not 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).
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 resalable condition.
Customers’ liability for diminished value of the product
Please check your order before you open it. If in doubt please call us before you open it.
Under distance selling regulations, we are permitted to reduce your refund for any reduction in the value of the products due to the condition in which you have returned them. For example this would include anything more than superficial damage to, or opening of the box, or poor storage. Where a box is opened, we have to inspect and repack all components and supply a replacement box or boxes, which incurs costs. We thank you for your understanding.
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 window packaging has a product overview on the outside of the boxes. If the information given does not meet your needs please do not 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 goods you have ordered, please get in touch.
Cancellation & 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 us or to 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 will not incur any fees as a result of your refund.
Damaged & Faulty Goods
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. Please let us know as soon as possible if you have received a faulty item and we will be happy to help you.
Consumer Contracts Regulations
We make every effort to keep up with the latest online selling regulations. We have updated our cancellation and returns policies to reflect and comply with changes made to the Consumer Rights Act 2015 and the Consumer Contracts Regulations in 2014. Which? has summarised the Regulations on its website.