VELUX Blind Returns

Return Procedure

We hope you are pleased with your purchase, however in the unlikely event that when you receive your order you are not completely satisfied, we will be happy to; (providing they are not made to measure e.g. custom made VELUX window blinds for custom made VELUX windows), exchange it for an alternative product, or even refund if you wish.

If you wish to return you order we must receive notification within 7 working days from receipt of your goods, and goods must be received back within a reasonable time scale (usually within 28 days).

If you wish to return/exchange your products you must ensure that they have not been fitted/modified, you can however open the box to check if the colour is right. Once you have started to fit the product we are unable to accept it for return, as it must come back to us in a fully resalable condition, this does not affect your statutory rights for faulty products.

We reserve the right to refuse a refund on items where they do not arrive back in satisfactory condition.

Returning by pre-paid return labels

If you wish to return your order, you will need to contact us in order to obtain the pre-paid return labels. Upon the return labels being arranged we will raise a charge of £11.75. Please do not send goods back to our usual office address as returned goods will not be accepted.

You will need to re-seal the boxes, securing them all together as one package. You will usually receive the label within 5-7 working days, please stick the label on the package, and take it to your nearest post office and ensure you get a proof of postage and the refund will be processed upon the items being returned in good condition.

We strongly recommend when returning by yourself that you:

• Re-package the products with the original protective packaging used when they were sent to you
  • If you do not have this any more then you must ensure you re-package it using padded cardboard packaging
• Ensure you get a proof of postage from the Post Office

Returning by courier collection

If your order you wish to return is particularly large, we occasionally require to have it collected from your address as the pre-paid return labels via the Post Office do not cover very heavy consignments. We will inform you if this is necessary, however it rarely is. Upon the collection being arranged we will raise a charge of £11.75. Please do not send goods back to our usual office address as returned goods will not be accepted.

If you would like to return your order we can arrange to have the order collected from your address. Upon you informing us that you wish to return your order we will obtain a suitable day for collecting the products from you, and have the courier collected the between 9am - 5pm, we unfortunately cannot narrow the time down, so would recommend you choose to do this on a day where you would plan to be in anyway.

Upon the collection being arranged we ask you to ensure you do the following:

• Re-package the products with the original protective packaging used when they were sent to you
  • If you do not have this any more then you must ensure you re-package it using padded cardboard packaging

Refund Policy

Should you wish to return any goods to us, upon the goods arriving back, we will check them through to ensure they have been received in satisfactory condition. Once we have confirmed this we will process the refund to the original card used to place the order, and can only be processed to a separate card in the following circumstances:

• The original card holder's account no longer exists
• The original card details have expired