Please check the packaging of all items when delivered. If the packing is damaged make sure the courier marks the POD (Proof of Delivery / Delivery Note) as "DAMAGED"


How do you return a Velux product

You should let us know within 48 hours if you have any issue with your order. We can then start processing the return on your behalf. 

Call us on 0208 316 8156 or email us at

Products have to be returned within 14 days of receipt. 


Types of returns

Damaged Box and Product Damage - Returning damaged Velux products is free if the item was marked at "DAMAGED" on the POD (Proof of Delivery / Delivery Note)

Damaged Product - If any part of the product is found to be damaged after opening the packing please take photos of the damaged items and send to within 48 hours of receiving the goods. We can then request either a replacement or a refund

Wrong item ordered - We will request a collection on your behalf. A charge will be applied to each item returned. (Charges vary based on the product)


Products that cannot be returned

Products that have been installed

Made to measure products which cannot be refunded, returned or refused at the delivery stage. (unless the product is defected or was damaged in transit)