Important Note: Please do not send goods back to Roof Giant before speaking to the Roof Giant sales office.
Roof Giant strongly recommend you take photographs of goods before returning. Occasionally goods are damaged during transit, therefore you may need to confirm the packaging/goods were intact (prior to collection) to the courier as part of the refund process.
As a consumer you have the right to change your mind (Consumer Regulations 2013).
This right stipulates that for most products purchased online you have a legal right to change your mind within 14 days and receive a refund under the consumer contracts regulations 2013.
This right starts from the point you or someone you nominate receives the goods.
If your goods are being delivered in multiple deliveries your right starts from the point the last delivery is received.
If you wish to exercise this right you must in the first instance contact us via phone 01858 455055 or email email@example.com advising us of your wish to change your mind, its then your responsibility to arrange for the goods to be returned to us within 14 days of ending the contract.
If you are returning goods using your right to change your mind we will refund to you the price you paid for the goods including delivery costs.
We reserve the right to make deductions from the refund of the price (excluding delivery costs) if we believe the product has been handled excessively or in a way that would not be permitted by the manufacturers instruction.
With regards to the refund of delivery cost we are only able to refund any delivery cost at a basic rate so if you opted for an enhanced service such as next day guaranteed we will only refund at the basic rate.
As exercising your right to change your mind your refund will be made within 14 days of the goods being returned.
If your refund request is not within the terms above :
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please do not install purchased items if you have a query with the product (e.g. if you need to query damage that occurred during transit). If an item is installed there is no guarantee of a refund/replacement.
To complete your return, we require a receipt or proof of purchase.
Roof Giant Limited will confirm the returns address to you.
VELUX Returns Policy
DELIVERY: It is the consumer's responsibility to ensure there is site access, have the ability to unload and someone on site to sign for the delivery. The signature is accepted as valid proof of delivery in the right condition.
Goods that are either damaged or missing in transit must be marked on the delivery driver's paperwork prior to signing for the goods delivered, and reported to Roof Giant within (7) working days of the actual delivery date.
Please do not install VELUX items if you have a query with the product (e.g. if you need to query damage that occurred during transit). If an item is installed there is no guarantee of a refund/replacement.
Faults that were not evident during an inspection upon receipt of goods must be reported to Roof Giant within one (1) month of the delivery date.
To return goods to VELUX, the following conditions must be met:
VELUX refunds process can take up to 30 days to process from point of collection, we will be in touch to confirm the credit as soon as confirmation is received.
We are unable to offer returns on the following brands: Foamglas, Liquid Roofing Systems, Fakro, Cladco, Alumasc, Timloc, Brett Martin, Novia, Kingspan, Wallbarn (Sedum & Wildflower), Manthorpe, Mayan & Mardome as these products are made to order.
Midland Lead Returns
Please contact Roof Giant to confirm costs of returns for Midland goods, the majority of this range is made to order. Roof Giant will be able to confirm costs applicable to your order as required.
Please note these are non-returnable. Examples include plaster, renders etc. If in doubt please check with the Roof Giant sales office before you buy to avoid any returns issues.
What should I do when my order arrives?
Please check your order as soon as it arrives to ensure it is as requested and to check for any damage. All damages should be reported to the driver and signed for as damaged.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
There are certain situations where only partial refunds are granted (if applicable).
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Please note that some goods are made to order or custom made and cannot be resold. They are therefore non-returnable.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable).
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Goods that are damaged in transit must be marked on the delivery driver's paperwork prior to signing for the goods delivered.
Faults that were not evident during an inspection upon receipt of goods must be reported to Roof Giant Limited within 48 hours.
If the product you purchase is faulty, we may offer a repair, exchange or refund as appropriate in accordance with your consumer rights. Please call on 01858 455055 during office hours Monday to Friday or send us an email at email@example.com to arrange a collection or to return the item/s.