Please take photographs of the goods and packaging before returning. These may be required to support a return or courier claim.
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, consumers generally have 14 days from receiving their goods (or the final item of a split delivery) to cancel an online order.
You must notify us within this period by phone, email or live chat.
Goods must be returned within the required timeframe. You are responsible for the direct cost of returning unwanted goods unless otherwise agreed.
Refunds
We will refund the product price you paid.
Refunds will be processed within 14 days, subject to the goods being returned or evidence of return being provided.
We may deduct an amount to reflect any reduction in value caused by handling beyond what is reasonably necessary to inspect the goods.
Returns After 14 Days
Returns requested after the 14 day statutory cancellation period are discretionary and are not guaranteed.
Where we agree to accept a return, return, collection, handling, restocking and/or administration charges may apply.
Returns must be agreed with our Sales Office before being sent back.
Exclusions
Certain products may be excluded from cancellation or subject to specific return conditions, including made-to-order, cut-to-size or customised products.
Some brands and products may also have specific supplier return requirements, including VELUX, Castle Composites and Midland Lead.
Nothing in this policy affects your statutory rights, including your rights relating to faulty, damaged or incorrectly supplied goods.
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).
Supplier-Specific Return Policies
VELUX
Goods must be resaleable and in original packaging.
A return fee of £40 + 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).
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).
Eurodec Copings
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.
Only products that have been stored in dry conditions can be returned.
If items are restacked they must be protected from damage in transport.
Returns are subject to a 40% restocking fee.
Midland Lead
Most items are made to order. Please contact us for specific return costs.
