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, email or live chat 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.

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 £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.

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.
Sale items.
Cut to size products.

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.