Frequently asked questions

Returns & Refunds Summary

Please read this information to ensure a speedy return of your order. All our products are made-to-measure to your specific requirements. In Summary

  • Tell us you want to cancel your order within 14 calendar days of placing your order
  • We cannot accept products that have been installed
  • We cannot cancel an order for products in manufacture
  • Cancellations of an order prior to manufacture are subject to a services charge = 30% of the total order
  • 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



Returns Period

Returns Period You must tell us in writing within 14 days of placing 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 that you wish to cancel your contract.

Once you've notified us of your order cancellation, we will confirm in writing that your cacellation has met our terms and conditions of trading.
Products That Cannot be Returned Any products that have been installed All made to measure products, this includes our roof lanterns, rooflights and all doors and windows, awnings and pergolas which cannot be re-used, returned or refunded unless they are defective or have been damaged in transit.



Customer Responsibilities

Taking Care of Products You will naturally wish to inspect the products you order. However, 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 or packaging as we will not accept returns of unpackaged products. 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. Packaging 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. All 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.



Refunds

Cancellation & Time Prior to Delivery Cancellations are subject to our refunds and returns policy, please see earlier section. If you cancel your order before receiving it, and within the timescales of our terms and conditions , we will reimburse you all payments received from you, including the costs of delivery 14 days after the day on which we received the cancellation of your order. After 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.



Returns Policy

Returns & Refunds Summary

Please read this information to ensure a speedy return of your order. All our products are made-to-measure to your specific requirements. In Summary

  • Tell us you want to cancel your order within 14 calendar days of placing your order
  • We cannot accept products that have been installed
  • We cannot cancel an order for products in manufacture
  • Cancellations of an order prior to manufacture are subject to a services charge = 30% of the total order
  • 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



Returns Period

Returns Period You must tell us in writing within 14 days of placing 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 that you wish to cancel your contract.

Once you've notified us of your order cancellation, we will confirm in writing that your cacellation has met our terms and conditions of trading.
Products That Cannot be Returned Any products that have been installed All made to measure products, this includes our roof lanterns, rooflights and all doors and windows, awnings and pergolas which cannot be re-used, returned or refunded unless they are defective or have been damaged in transit.



Customer Responsibilities

Taking Care of Products You will naturally wish to inspect the products you order. However, 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 or packaging as we will not accept returns of unpackaged products. 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. Packaging 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. All 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.



Refunds

Cancellation & Time Prior to Delivery Cancellations are subject to our refunds and returns policy, please see earlier section. If you cancel your order before receiving it, and within the timescales of our terms and conditions , we will reimburse you all payments received from you, including the costs of delivery 14 days after the day on which we received the cancellation of your order. After 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.