Returns

PLEASE READ THIS INFORMATION CAREFULLY.

Please read this information carefully as it is exceedingly important!!!

When your blind/s arrive, before you do anything else, please check that the blind/s that you have match your order.

• Is it the correct type of blind?
• The correct size?
• The correct colour?

All of that information can be ascertained without opening the box or agitating the packing in anyway. If you have any doubts, please contact us on 01243-573835, quoting your order reference number. Again, if there are any doubts of that nature-please do not open the box!!!

Under most circumstances, if the box has been opened or agitated in anyway, or the contents removed or adjusted, the blind is considered “sold” and no exchange or refund will be given.  The only exception to this will be if the blind has been found to be damaged or for there to be a manufacturing fault with it, either as it is being fitted, or, under the terms of the warranty (three years) a fault which cannot be rectified is noted. Blinds reported as faulty or damaged will normally be returned to Loft Blinds for inspection prior to replacements being sent out.

There are three sets of circumstances in which you may need to contact us to arrange for the blinds to be collected/returned-this applies if the blinds have been sent from us or direct from Velux.

Loft Blinds/Velux error- Including if the wrong blinds have been sent to you (eg) wrong blind type/colour/size etc (or) the blind is faulty/damaged and needs replacing.

Customer error- You have ordered the incorrect blind-as above, wrong blind type/colour/size etc

Courier error-The blind has arrived damaged and this has happened in transit.

If blinds need to be collected by the courier and returned to us, the cost is £14.95 for up to two blinds, with an additional cost of £4.95 per extra blind (ie) three blinds would be £19.90.

Of course, as you have checked to see that the blind is the correct one upon delivery, you haven’t opened the box! That’s the good news. If that’s the case, please let us know as soon as you can by calling us on 01243-573835, quoting your order number. We’ll see what you should have been sent, and you can tell us what you have been sent. Remedy is therefore easy-we’ll arrange for the correct blind to be sent as a replacement, when that is delivered, the courier will pick up the (unopened!) blind that was sent in error and bring it back to us. Cost to you?  Zero.

If the blind was a non-stock item that was dispatched to you direct from Velux (rather from ourselves) we will advise-if the wrong blind has been sent for example, it is likely that Velux will send out a self-adhesive returns label so that you will be able to return it to them, via your local Post Office. If, however you have ordered the incorrect blind and the box has been opened then, again, the blind is considered sold and no exchange or refund will be given.

The “rule of thumb” to observe when your blind is delivered is not to open the box or mark the packing in anyway unless you are absolutely 100% certain that you have the right blind for your Velux window. Do please contact us if you have any questions or queries before the box is opened-“no question is a silly question”.

Now, if you have opened it...well, not quite such good news. Even if the blind was dispatched in error, there is sufficient information on the blinds packing for you to know that you have been sent the wrong one without opening the box. If the blind has been removed and fitting has been attempted, then, regrettably, and as stated above, the blind is considered “sold” and we will not accept a return/replacement or issue a refund.

If the error was ours/that of Velux, we will arrange for the return of the (unopened) blinds. We will advise.

If the error was yours, it is your responsibility to return the blinds (unopened) in a secure and recorded manner-Royal Mail for example. Again, we will advise.

ALWAYS check that you have received the correct item and, if you have any doubts, however minor or inconsequential they might seem, PLEASE ring us before opening the box.

If the blind you have been sent is the correct one and you have opened the packing etc to fit the blind and note that part of the blind is damaged or that there is a fault or there is (upon fitting) damage to the blind, indeed, for the first three years of its operational “life” with you, then you are covered by the three year warranty that comes with all Velux blinds. So give us a call, we will take the order details and ask for a description of the damage/fault. We will usually take the blind back for inspection prior to it being returned to Velux.

Finally...if the blind arrives and the packing is clearly damaged, please give us a call-do not attempt to open the box or otherwise remove or check the contents, contact us straight away. On some occasions if this happens, the courier will bind the packing with their tape. You can, of course, if you are at home when the delivery is made, refuse delivery. The courier will return the blinds to us, but please, if you have done this, do let us know straight away.

Please note that, for these purposes, “unopened” means exactly that. Even if you have managed to put all of the parts back into the box and have made the blind/packing look exactly as it did when you received it, it is still an item that has been opened, and is therefore no longer new and sealed.

OVERVIEW

When your order arrives, always check to see if you have been sent the item/s that you ordered. If you have any doubts at all, please call us. Do NOT open the box or otherwise disturb the packing in anyway.

If you have made an error with your order-wrong window size, blind type, or colour, for example. It is your responsibility to return the item, to us/Velux and at your own expense. And unopened!

If we/Velux have made the error-dispatching wrong window size, blind type, or colour, for example. We will arrange for the blind to be returned and at our expense. But the blind MUST be unopened. There is sufficient information on the packing to inform you whether or not you have the item you ordered without your having to open or otherwise disturb the packing. If the blind has been opened, then, even if the dispatch error was that of Loft Blinds, the item is considered “sold” and no return or exchange will be considered.

If you have any questions at all when your blind arrives, please contact us before opening the box.