While YARD aims to make your selecting and buying of roof windows 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 we would need to know within 24 hours, you should do so by phone or e-mail and we'll confirm whether we have been able to do this. As long as the products are cancelled before dispatch we will refund you in full.
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. As long as the products arrive back with us in good condition we will refund you in full. Should the situation arise where the packaging has been damaged then we will either refuse the return or charge a re-boxing fee which will be determined by the type and size of the product(s). We will not return opened boxes of any kind so please check the box before opening to make sure the product is suitable for you.
If you do not have the means to return the products yourself then we can collect but there will be a charge and this will depend on how many items you're returning and the total weight. These also vary depending on the manufacturer, detailed out below:
There will be a £24.00 re-stocking fee per item as well as a direct from site charge of £36.00. We can return blinds for no fee as long as the red clip on the blinds has not been removed.
Roto & YARDLITE
There will be a £12.00 re-stocking fee per item as well as a direct from site charge of £18.00, this includes blinds.
There will be a 35% returns fee as well as a re-boxing fee of £35.00 per item.
For any other suppliers please get in touch for more information. Please note that we don't accept returned orders after 30 days of purchase.
All refund will be refunded within 14 days of receiving the returned good back.
Your right to cancel and return does not include bespoke products, detailed out below are all of the products that fall under this category:
- EOS Rooflights
- VARIO Rooflights
- Atlas Lanterns & Flat Glass Rooflights
- Korniche Lanterns
- Composite & Bi-Fold Doors
- Special Order VELUX, Fakro or Roto Roof Window
- Roto & Fakro Blinds
This does not apply if the products 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 live chat facility to initiate the cancellation/returns process.
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.