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 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:

  1. Goods will only be accepted for return if the condition of both products and packaging allows for resale.
  2. A return fee of £30 (ex VAT) per item will apply to all returns. (Please note some VELUX products are sold as 1 system containing multiple windows / flashings. Should the system (or any part of the system) need to be returned the £30 (ex VAT) restocking charge will apply to each product. Blinds and accessories have no restocking or carriage fee.)
  3. A return carriage charge of £40 (ex VAT) will apply to goods returned from site.
  4. Return fees are in addition to the return carriage charge for goods returned from site to Velux.
  5. 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.
  6. While awaiting either inspection by VELUX or collection, the consumer shall take all reasonable precautions to prevent any damage to the products (including packaging).
  7. Transport companies acting on behalf of VELUX will only collect the specific items described on the collection note. No other items will be accepted.
  8. It is the consumers responsibility to ensure that the items submitted for return are as described to Roof Giant during all correspondence regarding the return. Any additional costs associated with failure to meet this responsibility may be passed on to the consumer. Roof Giant are not responsible for any extra or incorrect items returned.
  9. 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.
  10. Products to be returned must be advised within 4 months of delivery of goods.
  11. VELUX must be able to inspect and/or collect goods that are to be returned prior to the acceptance of the goods for return.

Example Return

  • Items to be returned: 2 x GGL CK04 2070 roof window and 2 x EDW CK04 0000 flashing
  • Collection point: Site collection
  • Cost: £160 (4 x £30 return fee + £40 return carriage fee) (plus VAT)

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.

Non-Returnable Brands

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, Made for Trade/Korniche, Klober (3m + products only), Atlas, SheepWool Insulation, W.T.Knowles, Ecological Building Systems, Fernco Flexseal and 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. 

Bagged/Powder/Plaster Products

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

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 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 to arrange a collection or to return the item/s.