Right of withdrawal/cancellation
You have the right to withdraw from the contract within fourteen (14) days without giving any reason.
The withdrawal period will expire after fourteen (14) days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods or - in case the sales contract relates to multiple goods ordered by you in one order and delivered by us separately - fourteen (14) days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the last good.
To exercise the right of withdrawal, you must inform us (see contact details below) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail).
In order for us to identify your order, when exercising your right of withdrawal please provide information about your name and contact details (full address and telephone number), the order number and about the goods for which you wish to withdraw from the contract of sale.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Rights of Withdrawal/Cancellation – Bespoke/Specially Manufactured Products
We will act reasonably when exercising our discretion in relation to whether a product is considered bespoke in relation to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
However, please note, you do not have a right to change your mind and cancel a contract in respect of any product(s) which will be, or have been, provided, customised, and/or assembled by us (or our suppliers) to your order, i.e. bespoke products, including products which are made to your measurements, are personalised or which are in any way altered to remove them from their original condition or otherwise hand finished to your requirements.
We shall also not refund any costs charged in relation to supplying bespoke products.
For the avoidance of doubt, the provisions outlined above do not affect your statutory rights as a consumer, in particular, in relation to bespoke products that are faulty or not as described.
In the rare event that bespoke goods are found to be faulty, we will arrange to repair or replace the items, if deemed necessary. We will endeavour to complete this work as soon as practicable.
Effects of withdrawal/cancellation
If you cancel this contract, we will reimburse you all payments received from you, including the costs of delivery (with the exception of the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us. We will make the reimbursement without undue delay, and not later than
- fourteen (14) days after the day we receive back from you any goods supplied, or
- (if earlier) fourteen (14) days after the day you provide evidence that you have returned the goods, or
- If there were no goods supplied, fourteen (14) days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Our determination of any diminished value of the goods
In order to establish the nature, characteristics and functioning of the goods you shall handle and inspect the goods (i) with due care and (ii) in the same manner as you would typically be allowed to do in a shop. Any handling or inspection of the goods in excess thereof may result in a diminished value of the goods, which we will be entitled to deduct when reimbursing the payment received from you. The determination of any diminished value will be made on a case-by-case basis. You can open the box and inspect the fabrics and colours of the goods with due care, provided that the opening is done without damaging the box. If the box is damaged you shall expect that the value of the goods will have been diminished. Any installation of the goods should also be expected to result in a diminished value of the goods. We remind you that when in your possession and until returned to us, you are responsible for the goods and will be liable for any damage to the goods.
How to return
To return products you can use our new online return form.
Alternatively contact us on the below details:
Telephone: 01592 778 225
Opening Hours VELUX Customer Service