RETURNS & REFUND POLICY

Returns

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, email sales@roofgiant.com or post Roofgiant Ltd Holland House, Valley Way, Rockingham Road, Market Harborough, LE16 7PS 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 wish for us to arrange collection of the goods when you are responsible for the cost of return we will charge to you the direct cost of the collection.

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.

To complete your return, we require a receipt or proof of purchase.

Roofgiant will confirm the returns address to you.

VELUX Returns Policy

Goods that are damaged in transit must be marked on the delivery driver's paperwork prior to signing for the goods delivered, and reported to VELUX within (7) working days of the actual delivery date.

Faults that were not evident during an inspection upon receipt of goods must be reported to VELUX within one (1) month of the delivery date.

To return goods to VELUX, the following conditions must be met:

  1. VELUX must be able to inspect and/or collect goods that are to be returned to our dealer partner's usual premises (or to the address for delivery) prior to the acceptance of the goods for return.
  2. Goods will only be accepted for return if the condition of both products and packaging allows for resale.
  3. A return fee of £20 per item will apply to all returns. The maximum charge per order will be £200.
  4. A return carriage charge of £30 will apply to goods returned from site. If the supplying dealer can consolidate those returns to a nominated central location this charge will not apply.
  5. Return fees are in addition to the return carriage charge for goods returned from site.
  6. Products purchased prior to the commencement of these trading terms are subject to the return policy in place at the time of creating the return, not at the time of purchase.
  7. While awaiting either inspection by VELUX or collection,the dealer partner shall take all reasonable precautions to prevent any damage to the products (including packaging).
  8. Transport companies acting on behalf of VELUX will only collect the specific items described on the collection note. No other items will be accepted.
  9. It is the dealer partners' responsibility to ensure that the items submitted for return are as described to VELUX during all correspondence regarding the return. Any additional costs associated with failure to meet this responsibility may be passed on to our dealer partners.
  10. Replacement panes (IPL), component parts of packages or any product with code beginning 'SPECIAL' and made for specific customer requirements will not be accepted for returns.

Shipping

To return your product, you should mail your product to: Roofgiant Limited, Holland House, Valley Way, Rockingham Road, Market Harborough, LE16 7PS, United Kingdom

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.

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 admin@roofgiant.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Faulty Products

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 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 sales@roofgiant.com to arrange a collection or to return the item/s.