While YARD aims to make your selecting and buying of roof window and associated products an easy experience, we understand that you may have a problem, order the wrong products or change your mind. Where possible, we will try to accommodate your return to make it as painless as possible. We have outlined below our guidelines on how to cancel and return your goods.
Change your mind?
Your have a right to cancel an order for roof windows from the moment you place your order and this right ends 14 days from the day you receive your goods. If your order consists of multiple goods, the 14 days runs from when you get the last of the batch. This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days (two weeks, not 14 working days) to send the goods back.
Please note that we don't accept returned orders after 28 days of purchase.
As long as the product is in its original packaging, hasn't been used, installed or damaged, and is otherwise in a condition enabling us to sell the product as new, we'll refund you in full within 14 days.
Your right to cancel and return does not include bespoke products, such as Replacement Glass, Mardomes, Sunsquare windows, Atlas Rooflights/Lanterns, Crystal Doors & Windows & specially made Velux Windows unless the goods clearly contain a manufacturer's defect or have been damaged in transit. In this case an identical replacement will be provided. For faulty goods please check the Faulty Goods section below.
What you need to do
You should let our team know as soon as possible of your intention to cancel your order. In this way, we can start processing your return immediately.
If you can, you should print off, complete and include your completed order returns form with your order. Returns Form
Once you have cancelled your YARD order, we can arrange for collection of the products. A collection fee detailed below will be charged for this service. Alternatively you may arrange for the products to be returned to the address below with a courier of your choice at your cost. if you select this option we recommend that you send the parcel using a delivery service that insures you for the value of the goods and any potential transit damage.
- £20 for goods up to 30kg
- £40 for goods up to 50kg
- £50 for goods up to 100kg (usually palletised)
For return of unwanted goods, you are responsible for ensuring that the goods are suitably packaged to prevent damage in transit and are in the same condition as they were when delivered to your delivery address. Should the situation arise where the packaging has been damaged then we will charge a reboxing fee which will be determined by the type and size of the product(s).
This does not affect your usual consumer rights under the Sale of Goods Act , including your right to claim a refund, replacement, repair and/or compensation where the goods are faulty, don’t do what they’re supposed to do or don’t match the description. In this case, you are entitled to a full refund or a replacement.
For goods that have been delivered damaged please check the Damaged Goods section of our Delivery policy.