Made to measure, made for you.
Almost everything we sell is built to your exact sizes, colour and specification. Here is how cancellations, returns and faults work, and exactly what to do on delivery.
95%+
Made to order
The vast majority of our products are cut to your exact sizes and can't be returned for change of mind.
Beforeproduction
Cancellation
Production can begin immediately, so cancellation is only possible before it starts and isn't guaranteed.
14days
Stock rooflights
Standard fixed-size flat rooflights can be returned within 14 days, unused.
24h
Check on delivery
Inspect before you sign, note any damage on the delivery note, and report within 24 hours with photos.
The order journey
When can I cancel?
Because each item is built to your sizes, your window to cancel a bespoke order closes once it enters production. Here's the journey.
Order placed
Made-to-order items can enter production straight away. To request cancellation, email us immediately. We'll try to stop it, but can't guarantee we can.
Sent to manufacture
Your bespoke item is now being cut and built to your sizes. It can no longer be cancelled or changed.
In production
Made-to-measure goods are exempt from change-of-mind returns under consumer law.
Delivered
Inspect everything, glass included, before you sign. Note any damage on the delivery note and report it within 24 hours. Genuine faults stay covered by the guarantee.
Bespoke, made-to-order
All doors and roof lanterns, made to your chosen size, colour and glass, so non-returnable for change of mind.
- Cancellation only before production starts
- No change-of-mind return once in production
- Full rights if faulty or not as ordered
Fixed-size stock items
A small number of standard, fixed-size flat rooflights that aren't cut or configured to order.
- 14 days to request a return
- Must be unused, unopened, original packaging
- Return delivery is arranged and paid by you
Genuine product faults
Rare, but fully handled. Covered by the manufacturer guarantee for years, with your statutory rights as a short backstop.
- Manufacturer guarantee of up to 20 years
- Statutory right to reject in the first 30 days
- We assess and arrange it with the maker for you
The moment it arrives
Check your order on delivery
Our products are large and delivered kerbside, and glass is fragile. A few minutes checking your order when it arrives protects you, and means anything that needs sorting is dealt with quickly as a delivery issue.
Inspect before you sign
Deliveries are kerbside, so have someone available to receive and check the order. Inspect it before signing, and if you can't check it fully, sign for it as "unchecked".
Note damage on the delivery note
Record any visible damage or shortage on the driver's delivery note at the point of delivery, before they leave, then report it to us within 24 hours with photos.
Inspect the glass
Check glass for cracks, chips or scratches before you accept and before fitting. Glass damage found after fitting can't be attributed to delivery.
Don't fit damaged goods
If something isn't right, don't fit it — fitting is treated as accepting the product. Store it safely and contact us first.
Storing before installation? Keep glazed units upright, supported and somewhere dry and secure. Once delivered, the product is in your care, so damage during storage, handling or fitting isn't covered.
Glass is manufactured to recognised British and European visual quality standards. Minor characteristics within those standards, viewed from the normal distance, are not defects. Full detail is on our Guarantee page.
Free download
Delivery inspection record
Print this one-page checklist and complete it when your order arrives. It records the condition of your goods at delivery, which protects you and makes any claim quick and simple. No sign-up needed.
- Tick-box checks for frames, glass and packaging
- Space to note any damage and record photos
- Condition sign-off you can keep with your order
Delivery Inspection & Condition Record
Complete this when your order arrives.
Before you sign, please check
This record helps support a claim and doesn't affect your statutory rights. Once a product is fitted it's treated as accepted.
Before you fit
Most issues come down to fitting
We're a supply-only business, so installation is carried out by your own competent installer. In our experience the large majority of reported problems are caused by incorrect fitting, not by the product itself. Getting this right protects both how your product performs and your guarantee.
Use a competent installer
Aluminium glazing should be fitted by an experienced professional, working level, square and to the manufacturer's tolerances.
Follow the guides
Each product comes with fitting instructions. Read them fully before you start, and don't force any component.
Check before you fit
Inspect every item on delivery and before installation. Once a product is fitted it's treated as accepted.
Bad fitting isn't covered
Faults caused by incorrect installation are not a product defect and fall outside the guarantee.
Not sure about something? It's always quicker and cheaper to ask us before you order or before you fit than to resolve a problem afterwards. We're happy to help.
Measure twice, order once
Your sizes, your specification, your responsibility
We manufacture strictly to the sizes and specification you submit. As a supply-only business we don't carry out a site survey or check your measurements, so responsibility for the sizes, the specification and the product's suitability for your opening and access route sits with you. We can't accept returns or offer refunds for items ordered in the wrong size, colour or configuration. If you're unsure, check our guide or ask us before you order.
100%
of bespoke orders are made to the exact sizes you confirm at checkout
Before, during & after
Your responsibilities
A quick, plain-English summary of what's down to you when buying made-to-order products from a supply-only business. Following these protects your order and your guarantee.
Measurements & specification
Provide accurate sizes and the correct specification. We build exactly to what you confirm at checkout.
Suitability & access
Make sure the product suits your opening and can be moved through your access route into position.
Receive & inspect
Be available for kerbside delivery, inspect everything including glass, and record the condition before signing.
Report quickly, with evidence
Note any damage on the delivery note at the point of delivery, then report it within 24 hours with your order number and dated photos.
Don't fit or alter a suspect item
If something looks wrong, don't fit, modify or attempt to repair it. Doing so is treated as accepting it and ends any claim.
Store & fit correctly
Store glazed units safely before installation and have them fitted by a competent installer to the manufacturer's instructions.
Aluminium finishes and glass can show slight variation in colour, tone and surface between batches and from how they appear on screen. Minor variation within the manufacturer's tolerances is normal and isn't a fault. Full terms are in our Terms & conditions.
If you're eligible
Starting a return or claim
Whether it's a stock item or a faulty product, you only ever deal with us.
Get in touch with evidence
Contact us with your order number, clear dated photos and a short description. We can't assess a claim without this, so please don't fit or alter the item first. Contact us.
We confirm next steps
We'll confirm whether it's covered and arrange collection or return, liaising with the manufacturer for you.
Resolved & refunded
Eligible refunds are issued to your original payment method within 14 days of us receiving the goods.
Good to know
Returns questions
We're here before and after you order.
Ask us anything about sizing, lead times or your order. It's always better to check before you confirm.