Returns and Refunds Policy
Cambridge Skylights Limited
Last updated 17 October 2026
This policy explains cancellations, returns, refunds and remedies for goods bought from Cambridge Skylights Limited. Read it with our Terms of Service and Shipping Policy. Your rights depend on whether you are buying as a consumer or a business and on the reason for the return. Nothing in this policy excludes or restricts your statutory rights.
1 Who this policy covers
We are Cambridge Skylights Limited, trading as Cambridge Skylights, registered in England and Wales under company number 13533197. Our registered office is Allia Future Business Centre Cambridge, King Hedges Road, Cambridge, Cambridgeshire, CB4 2HY, United Kingdom.
You are a consumer if you are an individual buying wholly or mainly for purposes outside your trade, business, craft or profession. A trade discount or trade account does not by itself remove consumer status. Different provisions for business purchases are explained below.
Consumer rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply where relevant. Sale items and standard-product pre-orders have the same applicable statutory rights as other purchases.
2 Changing your mind about a distance purchase
If you are a consumer ordering online, by telephone or by email under our distance-selling arrangements, you can normally cancel a standard-product order without giving a reason. This right applies from the time the contract is made until 14 days after the day you, or a person you nominate other than the carrier, physically receive the goods. You can therefore cancel before delivery, including while waiting for a standard-product pre-order.
For one order containing multiple goods delivered separately, the cancellation period normally runs from receipt of the last item. Where goods are delivered in lots or pieces, it normally runs from receipt of the last lot or piece. Any longer period required by law applies.
An order agreed at a distance remains a distance purchase if you choose warehouse collection. The exception for genuine bespoke goods is explained in section 7.
We do not offer an automatic change-of-mind return entitlement beyond the applicable statutory period, although we may agree an individual arrangement. This does not limit rights relating to faulty goods or our breach of contract.
3 How to cancel
Tell us clearly that you wish to cancel by emailing info@cambridgeskylights.co.uk, telephoning 01223 782 348 or writing to the returns address below. You may use the model cancellation form at the end of this policy, but you do not have to.
Include your name, order reference if available, and enough information for us to identify the goods. You do not need an account login, returns authorisation, a particular form or our approval to exercise a statutory cancellation right. Sending your cancellation before the deadline is sufficient. Keep a copy or other evidence of your notice where possible.
If you cancel before dispatch, we will take reasonable steps to stop dispatch. If goods are already in transit or arrive after cancellation, the return arrangements below apply. A cancellation request does not require you to accept a replacement product or store credit.
4 Returning goods after a change of mind
Unless we have offered to collect the goods, send them back without undue delay and no later than 14 days after the day you tell us you are cancelling. The requirement is to send the goods within that period; they do not have to reach our warehouse within it.
Returns address: Cambridge Skylights Limited, Units 1 and 2, Valley Farm Business Park, 1 Station Road, Meldreth, SG8 6JP, United Kingdom. Please contact us to coordinate safe transport or a warehouse handover. These practical arrangements do not make a statutory cancellation conditional on approval.
Take reasonable care when handling and returning heavy glass. Use suitable protective packaging and a carrier equipped for the product. Return the relevant components and accessories with the product. Original packaging can help protect it, but your statutory rights are not conditional on retaining it, keeping the box unopened or providing the original receipt.
You can inspect goods as you reasonably could in a shop. Opening packaging to inspect a product does not automatically remove your cancellation right. Installation, alteration, use or damage beyond what is necessary to establish the product's nature, characteristics and functioning may reduce its value.
Where the law permits, we may deduct only the genuine reduction in value caused by excessive handling. We will explain the reason and amount. We will not make that deduction where we failed to provide the legally required information about your cancellation right. We do not apply an automatic restocking or administration fee to a statutory change-of-mind cancellation.
5 Responsibility for return transport
For a change-of-mind cancellation, you pay the direct return costs only where we informed you before purchase that you would be responsible. For goods that cannot normally be returned by post, we must also have provided the return cost or, where appropriate, a reasonable estimate before the contract was made. If the required information was not provided, we will bear the return costs as required by law.
If we offer a collection service, any responsibility for its direct cost must be explained and agreed consistently with those rules. A cost first disclosed after you cancel cannot replace information that should have been supplied before purchase.
For faulty, damaged, incorrect or otherwise non-conforming goods, we will bear the reasonable return or collection costs that the law requires us to pay. Contact us to arrange a safe and suitable method rather than incurring avoidable transport costs. The change-of-mind return-cost rules do not override these separate rights.
6 Refunds after a change of mind
If you cancel the whole order, we refund the product payment and the outbound delivery amount up to the least expensive generally acceptable delivery option we offered for that order. We do not have to refund an additional amount for a more expensive delivery service that you expressly chose. For partial cancellations, we refund delivery amounts where the law requires.
We refund without undue delay and normally within 14 days after being told of cancellation. If goods have been supplied and we have not offered to collect them, we may withhold the refund until we receive the goods back or you provide evidence of sending them back, whichever happens first. In that case, the refund will be made within 14 days of that earlier event.
If we have offered to collect the goods, we cannot use that withholding rule to delay the refund until collection. The applicable refund deadline is 14 days after we are informed of cancellation.
We use your original payment method unless you expressly agree otherwise and do not charge a refund-processing fee. We may inspect returned goods to assess a lawful reduction in value, but inspection does not extend a statutory refund deadline.
7 Bespoke goods and pre orders
The statutory change-of-mind cancellation right does not apply to goods genuinely made to your specifications or clearly personalised. We will identify that exception before you order. This can include a rooflight made to a genuinely bespoke size or specification.
An item is not automatically bespoke because it is a standard size made after ordering, out of stock, on pre-order, discounted or specially obtained from a supplier. We apply the legal test to the actual product and order.
For a genuine bespoke order, contact us promptly if you want a change or cancellation. We may be able to agree an arrangement, but there is no automatic statutory change-of-mind right merely because production has not yet started. Any cancellation arrangement and any lawful charge will be explained before you agree, taking account of costs saved and other relevant circumstances.
Bespoke goods remain subject to the applicable standards for quality, description and fitness for purpose. You retain remedies for defects, incorrect specifications supplied by us, late delivery where the law permits cancellation, or another breach of contract.
For standard-product pre-orders, the normal consumer cancellation right continues while you await delivery. It does not expire 14 days after placing the order. The agreed delivery period and your rights if delivery is late are explained in our Terms of Service and Shipping Policy.
8 Faulty or incorrect goods
We are responsible for supplying consumer goods that are of satisfactory quality, fit for purpose and as described. A change-of-mind return is different from a claim that goods do not meet those standards.
Consumers normally have a 30-day short-term right to reject non-conforming goods and receive a full refund. The period normally begins the day after delivery, subject to the statutory starting rules. If you request or agree to repair or replacement during that period, the statutory rules pause and, where applicable, extend the time available to reject.
You may instead, or subsequently where appropriate, be entitled to repair or replacement. We must provide the appropriate remedy within a reasonable time, without significant inconvenience, and bear necessary costs. A particular remedy need not be provided if it is impossible or disproportionate compared with the other remedy.
If the goods still do not conform after one repair or replacement, if neither remedy is available, or if an appropriate remedy is not provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or a final right to reject, in accordance with the Consumer Rights Act 2015.
For the relevant repair, replacement, price-reduction and final-rejection remedies, a fault that appears within six months of delivery is generally presumed to have existed at delivery unless we establish otherwise or that presumption is inconsistent with the goods or the fault. After six months, evidence that the problem was present at delivery may be needed. Rights do not automatically end at six months or when a guarantee expires.
For these goods, a refund under the final right to reject within the first six months will not include a deduction for use. After that period, a reasonable deduction for use may be permitted by law. A lawful deduction for use is separate from a deduction for excessive handling following a change-of-mind cancellation.
9 Reporting damage and making a claim
Please check your goods when it is safe and reasonably practical. Tell us promptly if you find damage, a defect, a shortage or an incorrect item. Signing a delivery receipt, not inspecting immediately or missing a requested short reporting period does not remove your consumer rights.
Contact info@cambridgeskylights.co.uk or 01223 782 348 with your order reference if available and a description of the problem. Photographs can help where available, but inability to provide them does not automatically invalidate a claim. We may reasonably ask for proof of purchase, such as an order confirmation, receipt or payment record, and a reasonable opportunity to inspect the goods.
If you exercise a statutory right to reject goods, make them available for collection, or return them by the arrangements we agree. We will bear reasonable return costs as required by law. Original packaging is not a condition of a statutory faulty-goods remedy.
We will explain our assessment and the remedy available without unreasonable delay. A refund for goods rejected under the Consumer Rights Act 2015 will be made without undue delay and within 14 days beginning with the day we agree that you are entitled to it. We will refund delivery amounts and other sums where the law requires, using the original payment method unless you expressly agree otherwise.
10 Installed products and safe handling
Do not install or continue using a product that appears damaged, defective or unsafe. For an installed product, take reasonable steps to protect people and property, and contact us as soon as practicable. Do not attempt unsafe removal, lifting or transport.
Please contact us before commissioning non-urgent repairs, removal or replacement work so we can assess the issue and discuss an appropriate remedy. You may take reasonable urgent steps needed for safety. These requests do not make prior written approval a condition of your statutory rights.
Where the law requires us to bear necessary removal, reinstallation, labour or other remedial costs, we will do so. We do not exclude such costs simply because we supplied the product without providing installation.
We are not responsible for damage caused solely by misuse, incorrect installation by an independent installer, unsuitable storage or alterations after delivery. This does not excuse an existing defect, inadequate instructions or any other matter for which we are legally responsible. An installation-related issue does not automatically remove rights concerning an unrelated product defect.
11 Purchases made in person and business orders
If a consumer contract was made in person at our premises, there is normally no automatic right to return satisfactory goods merely because you change your mind. Contact us to discuss whether we can agree a return or exchange. Statutory rights concerning faulty or misdescribed goods still apply. This differs from collecting an order that was already agreed at a distance.
Business purchases do not carry the statutory consumer cooling-off right. Unless there is a legal right to reject or cancel, a business return, change or cancellation after acceptance requires our agreement. Any agreed terms will be confirmed in writing.
Business buyers retain their applicable contractual and statutory rights, including under the Sale of Goods Act 1979 and the Unfair Contract Terms Act 1977. The consumer deadlines described in this policy do not create an additional business return period.
12 Late delivery and orders we cannot fulfil
For consumer orders, we must deliver without undue delay and within the agreed delivery period or, if no different period was agreed, within 30 days of the contract being made. A pre-order does not permit an indefinite wait.
If we miss the applicable period, you may normally give us an appropriate additional period to deliver and end the contract if we fail to meet it. You may end it immediately if we refuse to deliver or timely delivery was essential in the circumstances or you told us this before making the contract. We will refund amounts due without undue delay.
If we cannot fulfil an accepted order, we will tell you and explain the available options. You do not have to accept an alternative product or store credit instead of a refund to which you are legally entitled.
13 Exchanges guarantees and complaints
A voluntary exchange is subject to agreement and stock availability. We can explain whether a replacement order is needed. We will not make an exchange the only option where you have a statutory right to a refund or another remedy.
Any commercial or manufacturer's guarantee is additional to your statutory rights. You may contact us about your legal rights even if the manufacturer provides a separate guarantee or its guarantee has expired.
If a refund has been issued but has not appeared in your account, contact us and we will help trace it. Bank processing times do not extend the deadline for us to issue a statutory refund.
For complaints, contact us using the email, telephone number or returns address above. We will investigate and explain our proposed resolution. If a dispute remains unresolved, we will provide any information about appropriate accredited alternative dispute resolution that the law requires, including whether we are obliged or prepared to participate. Your right to seek a court remedy remains unaffected.
14 Model cancellation form
Complete and send this form only if you wish to cancel. Any other clear cancellation statement is also acceptable.
To Cambridge Skylights Limited, Units 1 and 2, Valley Farm Business Park, 1 Station Road, Meldreth, SG8 6JP; info@cambridgeskylights.co.uk.
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: ____________________
Ordered on/received on: ____________________
Order reference if available: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s), only if sent on paper: ____________________
Date: ____________________
Delete the wording that does not apply.