Shipping

Free Delivery

Deliveries will be made to kerbside or nearest accessible point, we cannot move the product to point of installation or inside your building so please ensure you have carried out an extensive risk assessment regarding the product weight and methods of transportation. Please ensure that you have the correct lifting equipment on site to move the product from the delivery vehicle.

Please note that rooflights.com must be notified, in advance, if narrow or restricted roads surrounding your property may impact the delivery of your goods. If no one is available at your address to take delivery, we will leave you a note that the Products have been returned to the manufacturer, in which case, please contact us to rearrange delivery. Missed or rearranged deliveries may incur further costs.

For insurance reasons we cannot deliver your rooflight unless somebody is there to sign for it, if no one is available to sign for delivery the consignment will be returned to the manufacturer. Charges may be applicable if the courier is unable to complete the delivery due to site conditions and if the product need to be returned to the manufacturer.

Please note, deliveries are made Monday – Friday only.

Back Orders

Due to the popularity of some of our roof lights and roof windows, very occasionally we may have a shortage of stock. Usually anything that appears to be out of stock will be replenished within 5 working days, but we offer the option of placing your rooflight on back order so that the delivery is fulfilled as soon as replacement stock becomes available. If you have placed a back order our team will notify you when the product is available and advise you of the despatch date.

For orders that contain both back ordered and in stock products, your order will be held until the back ordered product becomes available.

Areas Not Covered By Our Standard Network

rooflights.com delivers to Mainland UK only via its standard network and at present does not cover Channel Islands, Isle of Wight, Ireland, Northern Ireland, Shetland Islands, Orkney Islands, Hebrides or the Isle of Man.

Once You Have Received Your Delivery

Someone must be available to sign for the delivery when it arrives and inspect the consignment before signing for it. If there is visible damage to the packaging or product you should refuse delivery and contact the rooflights.com team.

If you sign for the consignment as damaged you must inform both the carrier and rooflights.com in writing within 48 hours of receiving the goods. In the absence of notification of such claims within such periods, the goods shall be deemed to have been delivered in accordance with the order.

Click and Collect

If you have opted to collect your rooflight our team will contact you to arrange a suitable time, this will typically mean the product is available for Click and Collect, next working day for all orders placed by 12:00 hrs.

Please avoid making the journey to us to collect your rooflight if you have not received confirmation, this will avoid any delays when you arrive on site and also allows us to confirm critical dimensions and loading requirements for the rooflight.

Click and Collect collection times are strictly 08:30 am – 12:00 pm and 13:00 pm to 15:00 pm Monday to Friday from our Head Office at Sawmills Road, Diss, Norfolk. IP22 4RG

Please refer to our full Terms and Conditions for further information.


PayPal Payments

Occasionally PayPal will notify rooflights.com that goods cannot be shipped whilst your transaction is being reviewed, in which case any goods ordered will not be despatched until such time that confirmation of payment has been issued by PayPal, this is usually completed within 24 hrs and further information can be found at the PayPal help centre.

If PayPal refuses payment rooflights.com will contact you and offer the opportunity to make alternative payment arrangements or provide the option to cancel the order.

Cancelling an order

To cancel your order please download and complete the below form. Ensure you fill out the top two sections in full and return to info@rooflights.com.

rooflights.com Cancellation Request Form

Returning an order

If you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in clause 9.3. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens’ Advice Bureau or Trading Standards office.

However, this cancellation right does not apply in the case of any Products that are made to order.

Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below:

• Your Contract End of the cancellation period
• Your Contract is for a single Standard Product (which is not delivered in instalments on separate days). The end date is the end of 14 days after the day on which you receive the Product.

Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.

Your Contract is for either of the following:

• One Product which is delivered in instalments on separate days.
• Multiple Products which are delivered on separate days. The end date is 14 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered.

Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the first instalment of your Product or the first of your separate Products on 10 January and the last instalment or last separate Product on 15 January you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 January and the end of the day on 29 January.

Your Contract is for the regular delivery of a Product over a set period. The end date is 14 days after the day on which you receive the first delivery of the Products.

Example: if we provide you with a Dispatch Confirmation on 1 January in respect of Products to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all Products to arrive during the year.

Your Contract is for a Product that is made to order, bespoke, personalised or tailored to your specifications. The end date is the end of 24 hours after the day on which you purchase the Product.

Example: if you purchase your Product that is made to order, bespoke, personalised or tailored to your specifications on 1 January, you may cancel your order at any time between 1 January and 2 January.

To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the cancellation form on our website. A link to the website cancellation form will be included in our Order Confirmation. If you use this method we will e-mail you to confirm we have received your cancellation.

You can also e-mail us at info@rooflights.com or contact our Customer Services team by telephone on 01379 771220 or by post to Sawmills Road, Diss, Norfolk, IP22 4RG. If you are e-mailing us or writing to us, please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day.

If you cancel your Contract we will:

1. Refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.

2. Refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Product within 3 – 5 days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

3 Make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

3.1 If you have received the Product and we have not offered to collect it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us, see clause 9.8;

3.2 If you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.

If you have returned the Products to us under this clause 9 because they are faulty or mis-described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Product we may refund you in vouchers.

If a Product has been delivered to you before you decide to cancel your Contract:

then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You can either return it to us at our factory or request a price for us to collect the Product. Our returns address is Sawmills Road, Diss, Norfolk, IP22 4RG. If we have offered to collect the Product from you, we will collect the Products from the address to which they were delivered. We will contact you to arrange a suitable time for Click and Collect collection unless the Product is faulty or not as described you will be responsible for the cost of returning the Products to us. If we have offered to collect the Product from you, we will charge you the direct cost to us.

Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 9 or anything else in these Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

Rooflights.com will provide the customer with a Service Returns Number to send the goods back to manufacturer.

Returns are the responsibility of the customer to arrange, and will be paid for by the customer, a 35% administration charge will apply, however this administration charge may be waivered if a re-order has been placed for the same value or more. Goods must be returned in a re-saleable condition. The goods will be inspected, and any re-packing will be charged at £35.00 per box. Any damaged items will be refused a credit and the customer will have 4 weeks to reclaim the damaged goods, with them paying the carriage to have them back.

Damaged Boxes – These need to be noted damaged on the delivery note and Velux will replace and collect the item, assuming the product is unable to be used.

Damaged Items – ‘Invisible’ damage product i.e. the box is in good condition but the product is damaged. Velux needs to be notified within 1 month and they can replace or refund this item.

A collection date will be arranged and a signature must be obtained by the collection driver. No products will be taken if left unattended and a signature is unavailable. Collections are charged at £85 should the customer you not wish to arrange your own return. If for some reason a further collection needs to be arranged then an additional charge may be applied for this service. In order to improve the efficiency of request claim processing a Customer service agent will request a photo of the product in packaged condition prior to arranging a collection date.

All items must be returned in their original packaging and with sufficient protection to avoid damage occurring in transit. All glass units will only be accepted for restock on their original pallet and the fixing bolts must be applied to secure the glass unit to the pallet to avoid damage occurring in transit. Kerbs (where applicable) must be securely attached to avoid damage occurring in transit.

The Product is to be returned to Brett Martin in the condition it was dispatched in (i.e. in saleable condition) which is determined by us following inspection upon return to our site (note: collection driver will not inspect the product). If the product is deemed not to be in saleable condition the original order value will apply.

The Price paid for the Product (together with any applicable VAT) shall be returned by way of a credit note within 7 working days following inspection and approval of Product, after the deduction of a restock charge by the seller (in the amount of 35% of the Price paid).