Refund policy

At Skylight Factory, delivering high-quality products that meet your exact needs is our core commitment. We pride ourselves on ensuring each item reaches you in perfect condition, and we have established a comprehensive return policy to address any concerns effectively and efficiently. If you encounter any issues with your order, rest assured, we are here to assist with replacements or returns to ensure your complete satisfaction.

Return Policy Details

Please note: Before accepting the delivery, customer must check and confirm that the delivered products match those on his/her order list (received with the order confirmation email) and there are no products/elements damaged in transit or such with manufacturing defects. 

You can return items under the following conditions:

  • Defective Skylights (All Types): Must be reported within 12 hours of receipt.
  • Defective Blinds (All Types): Must be reported within 7 days of receipt.
  • Incorrect products: Must be reported within 7 days of receipt.
  • Off-the-Shelf Pitched/Flat Roof Frameless Skylights: Returns are acceptable if the size is incorrect or if you change your mind, provided the items are unopened and reported within 14 days of receipt. A 10% restocking fee or the return shipping cost equivalent (whichever is higher) will be applicable in this case to cover the return delivery cost, or alternatively, customer shall arrange it at his/her own expense. 

Non-Returnable Products:

  • Bespoke size frameless and framed flat & pitched roof skylights
  • Bespoke size walk-on skylights
  • All Roof Lantern Styles 1-11, including bespoke sizes
  • All Blinds (Electric and Manual) including off the shelf sizes and Bespoke sizes 
  • Bespoke Insulated Upstands
  • Off-the-shelf Insulated Upstands

To initiate a return, please contact us at support@skylightfactory.co.uk. Please ensure that the returned items are unopened, in their original packaging, and have not been fitted or installed. We recommend not scheduling installation until you have thoroughly checked the product.

Skylight Factory Builder Arrangement Policy:

At Skylight Factory, customer satisfaction is our top priority. Please follow these guidelines regarding builder arrangements:

1. Check the state of your product: 

  • Inspection Required: Before arranging for any builder to install your skylight/blind/roof lantern, thoroughly inspect the product to ensure it meets your expectations and requirements. 

  • Making Plans in advance: Do not make any installation plans or agreements with builders until you have inspected the product and you are satisfied with its state.

2. Non-Refundable Costs:

  • Expense Responsibility: Skylight Factory will not be liable for any costs incurred from builder arrangements made prior to products arrival and inspection.

  • Incurred Charges: This includes, but is not limited to, any deposits, fees, or charges related to scheduling or preparing for installation.

3. Customer Responsibility:

  • Due Diligence: It is the customer's responsibility to verify the product’s quality and suitability before proceeding with any installation plans. 

  • Quality Check: Before accepting the delivery, customer must check and confirm that the delivered products match those on his order list (received with the order confirmation email) and there are no products/elements damaged in transit or such with manufacturing defects. 

Custom Orders and Timing of Refunds

All orders customised to your specifications are final and cannot be cancelled or refunded. This includes all blinds and roof lanterns. We urge you to double-check all measurements and consult with your installer and our technical drawings before placing your order.

For off-the-shelf items, a full refund will be issued if the wrong size was ordered and the item has not yet been dispatched. If the item has been dispatched, we will deduct the initial shipping fee and any return shipping costs from your refund, unless you personally arrange the return of the goods.

Refunds are issued back to your original payment method within 7 business days following the receipt and inspection of the returned goods at our warehouse.