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Returns & Refund Policy

Before You Return

  • Please do not send goods back before speaking to our sales office.
  • Call 01858 455055, email sales@roofgiant.com or use our live chat on the website.
  • We strongly recommend you take photographs of the goods and packaging before returning, as this may be required for courier claims.

Your 14-Day Right to Change Your Mind (Consumer Contracts Regulations 2013)

  • You have the legal right to cancel your order within 14 days of receiving it (or the final part of a split delivery).
  • You must notify us by phone or email first.
  • Goods must be returned within 14 days of ending the contract.
  • Items must be unused, in original packaging, and handled only as necessary to inspect them.

Refund of Goods & Delivery

  • We will refund the price paid for the goods.
  • Delivery charges are refunded at the basic/standard rate only. Enhanced services (e.g. next-day delivery) are not refundable.
  • If goods have been handled excessively (beyond what a manufacturer allows for inspection), we may make a deduction from your refund.
  • Refunds will be issued within 14 days the supplier receiving the returned goods, or of you providing proof that the goods have been sent back — whichever is sooner.

Returns Between Day 15 and Day 30 (Restocking Fee)

  • Our returns policy lasts 30 days from purchase.
  • Returns made after the 14-day legal period but within 30 days may be subject to a restocking fee to cover handling, inspection, and repackaging.
  • Re-stock fees can vary and need to be agreed before the return can be processed.
  • Restocking fees do not apply to faulty or damaged goods.
  • Any agreed restocking fee will be deducted from your refund.
  • After 30 days, refunds and exchanges are not available (except for faulty goods).

Condition of Returned Goods

  • Items must be unused, in resaleable condition, and in original packaging.
  • Installed items cannot be refunded or exchanged unless faulty.
  • Proof of purchase is required.

Faulty or Damaged Products

  • Any transit damage must be noted on the delivery driver’s paperwork and reported to us within 48 hours.
  • Faults not visible on delivery must also be reported within 48 hours.
  • Where an item is faulty, we will offer a repair, exchange, or refund in line with your consumer rights.

Shipping & Return Costs

  • You are responsible for paying return shipping. These costs are non-refundable.
  • If we arrange collection on your behalf, we will charge you the direct cost.

Supplier-Specific Return Policies

VELUX

  • Goods must be resaleable and in original packaging.
  • A return fee of £30 + VAT per item applies (windows, flashings, systems). Blinds and accessories are exempt from this fee.
  • A return carriage fee also applies: £50 (standard), £100 (large items), £5 (blinds and accessories).
  • Returns must be requested within 4 months of delivery.
  • Some products (e.g., special order, replacement panes) are non-returnable.

Castle Composites

  • Upon Receipt
    • All damages / items missing should, wherever possible, be reported to the driver and signed for as damaged / missing.
    • All damages / items missing must be photographed on the pallet as delivered and submitted along with your claim by email to sales@roofgiant.com.
    • For storage, please follow the instructions on the pallet wrap.
  • Returns
    • Goods must be returned at your cost.
    • Pallets must not be stored outside (otherwise returns will not be accepted).
    • Items not fit for resale will be deducted from the refund.
    • Coping stones that can only be sold as “seconds” will be refunded at 25% of original value (at Castle’s discretion).

Midland Lead

  • Most items are made to order. Please contact us for specific return costs.

Non-Returnable Brands
Some items are non-returnable due to their made-to-order nature. These include: Alumasc, Foamglas, Fakro, Alumasc, Kingspan, Atlas, Mardome, Thomas Panels & Profiles and others (full list available on request).

Non-Returnable Items

  • Made-to-order or custom-made items.
  • Bagged, powder, and plaster products (e.g. plaster, renders).
  • Sale items.

Refund Process

  • Once your return is received and inspected, we’ll notify you of approval or rejection.
  • Approved refunds will be credited back to your original payment method within standard processing times.
  • If a refund has not appeared, check with your bank or card issuer before contacting us.
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