Returns & Exchanges

We hope you are pleased with your purchase when it arrives; however, we offer several easy ways for returning or exchanging many items (there are some usual exclusions, see below).

You can return your item or part of an order within 30 days of receipt for a refund or exchange.

Your item must

  • Be unused and all packaging intact
  • Have any cellophane sealed and intact (like on wallpaper)

Excluded items

  • Made-to-measure items (like curtains, fabrics or paint)
  • Fitted or part fitted items (like removing securing clips on skylight blinds)
  • Samples

Is your item damaged or faulty? Find out what to do next

You can return your item in several ways, depending on the type and size of it as listed below.

Before returning your item, check it's allowed in the section above (Can I return my item?)

Extended Christmas Returns

For purchases made during December, our extended returns policy applies allowing returns up until the end of January.

If you are considering returning your product(s) over the Christmas holidays we would request you hold off returning your product(s) until January when we are open to receive them.

Send back to us

You can return using the trackable Collect+ service:

  • Free - Wallpaper
  • £3.95 - Parcels under 60cm

Request your Collect+ return label

  • Print the label
  • Repackage the product as it arrived to you
  • Return to your local Collect+ shop
  • If applicable, we'll deduct £3.95 from your refund for this service

If you want to return using the Post Office or another service you prefer you are welcome to.

  • Please let us know before sending back by contacting us
  • We'll then confirm where to send it back to
  • Repackage the product as it arrived to you
  • Take your parcel to the Post Office and ask for a proof of postage
  • Returns using this method are at your own expense

Request a collection

We can arrange a collection for you:

  • £2.95 - Genuine Velux items
  • £19.95 - Other items

Call our friendly team to arrange collection & payment:

  • Call us to pay the collection amount
  • Let us know a suitable day to collect
  • Repackage the product as it arrived to you
  • This service is charged upfront
  • Above prices are for most of the UK. Additional charges will apply as detailed in our Postcode-Specific delivery charge tables here

If you return items after 30 days from receipt we will hold your items for you ready to be re-delivered, pending payment for our additional delivery costs.

Refunds are processed within 14 days back to the original payment method used to place the order.

The refund must be processed back onto the original payment method except for the following circumstances:

  • The original card holder's account no longer exists; a cheque will be sent to the billing address
  • The original card details have expired; once a new expiry date provided it will go back onto the original card

Exceptions

If you cancel part of your order which was subject to a conditional Sale, Promotion or Free Delivery offer, the Sale, Promotion or Free Delivery offer may cease to apply. If you subsequently return any items, we reserve the right to charge you for the discount you received as part of any conditional Sale, Promotion or Free Delivery offer.

We reserve the right to refuse a refund on items where they do not arrive back in satisfactory condition or that haven't been received back by us and you cannot provide any evidence of having sent back the goods.

Items Damaged in Transit

If your item arrives and is damaged, we ask that if it is noticeable upon delivery you sign for it as damaged or refuse it. You should then Contact Us as soon as possible.

Any damages should be notified to us within 7 days of delivery so we can then arrange for the collection of the item. Upon receiving the item back we will then offer a replacement or refund*. Refunds would include any postage charges you paid upon your original order.

If you wish to expedite the replacement you would be required to place another order and wait for the refund* of the original item once returned. If an item is found to not be damaged upon return you will be liable for the cost to return it back to you.

*Made-to-measure items excluded

Items Faulty on Arrival

If your item arrives and is faulty you should Contact Us as soon as possible.

You should notify us within 14 days of delivery so we can then arrange for the collection of the item. Upon receiving the item back we will inspect the fault then offer a replacement or refund*. Refunds would include any postage charges you paid upon your original order and any reasonable direct return costs.

If you wish to expedite the replacement you would be required to place another order and wait for the refund* of the original item once returned. If an item is found to not be faulty upon return you will be liable for the cost to return it back to you.

*Made-to-measure items excluded

Last Updated: 21-Dec-2020

Last Reviewed: 21-Dec-2020