Returns, Refunds & Damages
If you would like to return a product
You must inform us by email that you wish to return the item within 14 days of your items being delivered
All items must be un-opened and in resalable condition
Carriage costs will not be refunded.
Products that cannot be returned or cancelled
Any products that have been installed or attempted to be installed
Any made to measure products
Any clearance items
Any non-stock or special order items, if unsure please refer to the product page
Where to return an item
Firstly, please ensure that the goods are securely and suitably packaged. We will not be held responsible for any damages that occur when an item is being returned. Any damage to the product may affect the refund being processed.
Please email our customer service team at email@example.com and inform them you will be returning products. They will send you a return form, please fill this out and secure to the outside of the box, failure to do this can affect a return being processed.
We will provide a return address with the return form.
Need a collection arranged
If you have ordered a product and are having a problem sending the product back, then we can arrange a collection for you. Collections do incur a charge for each attempt of collection and the below charges must be paid before collection is arranged. As this is a third party collection, we cannot get a timed slot, but we can request a day. If the collection is failed then another payment will have to be made if you still wish for the items to be collected.
- £25* (£30 inc VAT) for any items collected by a parcel courier
- £50*(£60 inc VAT) per pallet to be collected
- £25*(£30 inc VAT) per roof window collected
- Any long and bulky items will be on a price on request
There will be no cost if items delivered are faulty or damaged, but any damage must be reported within 24 hours of receiving the delivery.
All return requests must be made to our email firstname.lastname@example.org
All collections we arrange still require a returns form
Failure to do this will affect the return being processed
If your item has not yet left us or our supplier, you may be able to cancel your items and receive a full refund including carriage costs. Please inform our returns team by email at email@example.com or give us a call on 03337001111 and speak to one of our helpful team.
Damaged and Faulty Goods
The refund policy does not affect your statutory rights to care for products that have been delivered in error or damaged. We do everything within our power to ensure all products get delivered to you in perfect condition, but human error can occur. The Consumer Rights Act allows you to reject a faulty item, which you must inform us within 24 hours of receiving the goods that they are damage by email at firstname.lastname@example.org. Failure to do this can affect if the refund is accpted and processed.
*Please be aware that these are guide prices they will be at our discretion