Refund, Returns & Cancellation Policy
1.1 Any return of goods must be made within seven days of receipt of those goods. Any returns outside of these dates will not be accepted under any circumstances. Items returned will incur an automatic 25% re-stocking charge on the cost of the goods, unless there has been an order input or dispatch error, or there is a product fault. No refunds will be made in respect of carriage charges.
1.2 If you believe the product to have a fault, please do not return it without first contacting us to explain the problem, as a refund or part refund cannot be given unless it is fully established by the manufacturer (not Roof Traders) that the fault is with the product itself, and that it has not been damaged or wrongly fitted.
1.3 Products returned outside of the returns policy may be sent back to the customer and/or charged to the customer for return.
1.4 Any single item with an ex-VAT value of £250 or under is returnable at our discretion.
1.5 All items must be returned in their original packaging and sufficiently protected so as to avoid any damage. Goods being returned must be sent by secure carrier and by signed delivery to the address provided by Roof Traders.
1.6 Once the goods have been received in a resalable condition, any sum debited to us from your credit or debit card will be re-credited to your account as soon as possible and in any event within 30 days of your order provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we will be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
1.7 You will be re-credited for the costs incurred in returning any faulty goods.
1.8 Some products are made to measure and are therefore nonreturnable.
Cancellation Rights for Consumers (Non-Business Transactions)
2.1 As a consumer you have the legal right to cancel your order in writing within the first seven days after the receipt of your goods (with the exception of any bespoke or made to order items). You do not need to give us any reason for cancelling your contract. However, you will need to notify us if you wish to cancel your contract in writing. Items returned will have an automatic minimum 25% restocking charge depending upon the item being returned.
2.2 If you have received the goods before you cancel your contract then you must send the goods back to our contact address at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery you must not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible.
2.3 If you believe an item to be faulty please do not return said item without first contacting us to explain the problem. Any full or part refund cannot be issued without first establishing, with the manufacturer of that product (and not with Roof Traders) that the fault lays with the product and not through the incorrect use of that product. Goods returned outside of the seven day period may be sent back to the customer and no credit issued.
2.4 All items must be returned along with their original packaging and with sufficient protection to avoid damage occurring in transit. Goods must be sent by secure carrier and signed for. Please do not stick any labels on nor write directly on any product packaging.
2.5 Once you have notified us that you are cancelling your contract, and the goods have been received back at our warehouse in a resalable condition, any sum debited to us from your credit or debit card will be re-credited to your account as soon as possible and in any event within 14 days of your goods being returned provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we will be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
2.6 You will be re-credited for the costs incurred in returning any faulty goods.
2.7 Returns can only be accepted if you have told us in writing that you wish to cancel and return the order, this can be done by email to firstname.lastname@example.org or by post.
Cancellation By Us
3.1 We reserve the right to cancel the contract between us if:
3.1.1 We have insufficient stock to deliver the goods you have ordered;
3.1.2 We do not deliver to your area; or
3.1.3 One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
3.2 If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order.
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.
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.