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?
You have the right to cancel your order and you may do so at any time until it has been dispatched. We normally pack and send out your order within 24 hours of it being placed. If you want to cancel your order, you should do so by phone or e-mail and well confirm whether we have been able to do this. Once we have sent out an order or you have collected it you may return the goods for a full refund, without giving any reason, as long as the goods are in the original packaging, unused and you do so within 30 days of buying them. If you want us to collect the goods there will be a collection charge depending on how many items you're returning and the total weight, please contact us for these. This would be taken off your refund.
Please note that we don't accept returned orders after 30 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 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/return your order. In this way, we can start processing it immediately.
Call us on 01786 357 252, email us here or use our livechat facility to initiate the cancellation/returns process.
Once you have cancelled your YARD order, we can arrange for collection of the products. A collection fee will be charged for this service depending on how many items and the total weight. 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 ensures you for the value of the goods and any potential transit damage.
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. We advise on taking photos of the items before they are collected as proof of how they left you in case anything happens in transit Should the situation arise where the packaging has been damaged then we will either refuse the return or 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.