10-Year Warranty
We stand behind the quality of our products, which is why we offer a 10-year warranty on all our rooflights and glazing solutions.
This warranty covers manufacturing defects and material failures under normal use and installation conditions. If you experience any issues covered under the warranty, we will repair or replace the affected product.
Exclusions:
- Spontaneous glass breakage due to Nickel Sulphide Inclusion (NSI) is not covered under the warranty.
- Any damage caused by improper installation, misuse, or external factors such as extreme weather conditions.
- Any equipment or machinery required to replace the rooflights. (i.e crane hire/glass vacuum /scaffold
Returns & Refund Policy ( Online Orders Only)
We have designed our return policy to be simple and customer-friendly. You may return items for a refund within 15 days of purchase, provided they meet the following conditions:
- The item remains unopened and in its original packaging.
- The item is defective or has a manufacturing fault.
- The wrong item was sent due to a shipping error.
- The product has not been installed. We strongly advise against scheduling any installation work (e.g., roofers or builders) until you have received and inspected the product.
Restocking Fees & Installation Costs
- A 25% restocking fee applies to all returned items, except in cases where the product is faulty.
- We are not responsible for any labor costs associated with installing incorrect or defective items.
- If your order arrives damaged, please inspect it thoroughly upon delivery. If the contents are damaged, refuse delivery and contact us immediately so we can arrange a replacement.
- Return shipping costs are the customer’s responsibility.
- Refunds for approved returns are processed within 10 working days after we receive the item.
Custom Orders & Non-Refundable Items
- Custom-made products cannot be canceled, returned, or refunded.
- We advise verifying all measurements carefully before placing your order. If the wrong size is ordered, cancellations and refunds will incur up to a 5% transaction fee and return shipping costs if the order has already been dispatched.
Refunds are processed within 10 working days of the returned item arriving at our warehouse.
For any delivery, return, replacement, or warranty inquiries, please contact our customer service team for assistance on 0208 150 7950
Delivery Information
We offer reliable delivery services to ensure your order reaches you in excellent condition. Please note that delivery does not include offloading.
It is the customer’s responsibility to arrange suitable equipment or labour on the delivery date to offload the goods safely.
Failure to do so may result in additional charges for redelivery.
Lead Time
We strive to provide accurate lead times for all orders. However, all lead times are estimates only and may be affected by factors beyond our control, such as supply chain delays or high demand. Delays in processing or production are not eligible for refunds or compensation unless the delay exceeds 8 weeks from the time of order.
Bespoke orders do not have a time limit and are subject to the specific production schedule.
Storage Fees
We reserve the right to charge a storage fee of £200 per week in the following circumstances:
- Failure to book a delivery: Storage charges apply 30 days after the order is ready for delivery. You will be informed once the order is ready for delivery.
- Missed agreed delivery: If the customer is unavailable to accept delivery after confirming a date with our team, storage costs may apply, and re-delivery charges may also be incurred.
