Terugbetalingsbeleid
Returns and refunds
This policy sets out when goods can be returned, how to start a return, and how refunds are handled. It forms part of our Terms of sale.
Before you return anything
Contact us first. Goods sent back without an agreed return reference cannot be identified on arrival and will not be accepted. Start every return by contacting us at [TBC-P5], or through our returns page.
If the return is agreed, we will issue a return reference and tell you where and how to send the goods.
Damaged, defective or incorrect goods
Inspect your order on arrival. Check the goods against the delivery note and against the article numbers, and note any damage or shortage on the delivery note before signing.
If an item arrives damaged, defective, or is not what you ordered, tell us [TBC-P3], with photographs of the item and its packaging taken before it is moved.
Where goods are damaged, defective or incorrectly supplied, we will repair, replace or refund them, and we pay the cost of return carriage. Do not install an item you believe to be defective — installation is treated as acceptance, and the cost of removing an installed unit is not recoverable.
Goods that cannot be returned
The following cannot be returned other than where they are damaged, defective or incorrectly supplied:
- Made-to-order and configured goods. Rooflights, upstands and other items produced, cut or configured to your order, including anything outside our standard nominal sizes. These are manufactured for your project and cannot be resold.
- Goods that have been installed, modified, cut, drilled or altered.
- Goods no longer in a resaleable condition, including items whose original packaging has been discarded or damaged.
- Special orders brought in from the manufacturer specifically for you.
If you are unsure whether an item falls into one of these categories, ask before you order rather than after.
Returning goods you no longer need
[TBC-P8]
Where a return of unwanted goods is agreed, the goods must be unused, in a resaleable condition and in their original unopened packaging, and you must have proof of purchase. [TBC-P9]
Consumers: right of withdrawal
If you are buying as a consumer rather than in the course of a business, and the goods are delivered within the European Union, you have the right to withdraw from the contract within 14 days of receiving the goods, without giving a reason.
This right does not apply to goods made to your specifications or clearly personalised, which includes made-to-order and configured rooflights and upstands. Goods must be returned in the condition in which you received them, with proof of purchase.
To exercise this right, contact us at [TBC-P5] within the 14-day period.
Refunds
We will notify you once we have received and inspected the returned goods, and let you know whether the refund has been approved.
Approved refunds are issued to the original payment method within [TBC-P10] working days. Where goods were supplied on account, the refund is issued as a credit against the account. Your bank or card issuer may take further time to process and post the refund.
If more than [TBC-P11] working days have passed since your refund was approved and you have not received it, contact us at [TBC-P5].
Exchanges
The fastest way to get the item you want is to return the item you have and, once the return is accepted, place a new order.
Contact
[TBC-P1]
Anthonis De Jonghestraat 50
9100 Sint-Niklaas
Belgium
[TBC-P5]
Last updated: [TBC-P7]