Returns
Due to the bespoke nature of our products and given that every order is custom-made, we are unable to accept returns unless the product has been accepted by us as defective, damaged or faulty or not as described/sold.
If the product is damaged upon arrival, faulty or defective you need to provide photographic or video evidence of this when you send in the defect notification to us. You must report any issues or faults within 5 days of delivery date.
To carry out the return for you, we require a receipt or proof of purchase to confirm the item was purchased by yourself.
Refunds
Once your returned items is received and we have inspected it, we will send you an email to notify you that we have received your returned item. In that email, we will also let you know whether the refund is accepted or rejected.
If the return is approved, then we will process your refund and credit your credit card or original method of payment automatically, within 3 days.
Exchanges
We are only able to replace items if they are defective or damaged. If you need to exchange your purchased item for a different item, please email us at info@expressskylights.co.uk.
Deliveries
Please note that due to high transport costs and costs of repeat deliveries, if a delivery is attempted and is rejected from site after we have given you the delivery date by email and that delivery date has not been rejected by you, Express Skylights reserves the right to charge you 10% of the order value for the transport costs to redeliver, payable before final delivery. The deliveries are most of the time kerb deliveries but for heavy flat skylights (above 40kg), you will need to have people on site to help unload the lorry. Anything that weights more than 100kg requires at least 4 persons.
Return shipping
You will be responsible for covering the costs associated with returning your item to us. These shipping costs are non-refundable. If you receive a refund, the cost of the return shipping will be deducted from your refund.
If you have any queries about any of this process, please email info@expressskylights.co.uk or call us on 01622 380 121.
