Terms of service

Terms of Service

Cambridge Skylights Limited

Last updated 17 October 2026

These terms explain how you can buy from Cambridge Skylights Limited, what you can expect from us and the rights that apply if something goes wrong. They apply to orders placed through cambridgeskylights.co.uk, by telephone or by email, unless we agree different terms in writing before accepting your order.

1 About us

We are Cambridge Skylights Limited, trading as Cambridge Skylights, registered in England and Wales under company number 13533197. Our VAT registration number is GB393754064.

Registered office: Allia Future Business Centre Cambridge, King Hedges Road, Cambridge, Cambridgeshire, CB4 2HY, United Kingdom.

Trading, collection and returns address: Units 1 and 2, Valley Farm Business Park, 1 Station Road, Meldreth, SG8 6JP, United Kingdom. Collections and returns should be arranged with us before you travel or send goods.

Email: info@cambridgeskylights.co.uk. Telephone: 01223 782 348. Please use these details for order queries, cancellations and complaints.

2 Consumer and business purchases

You are a consumer if you are an individual buying wholly or mainly for purposes outside your trade, business, craft or profession. Your actual purpose determines your status; using a trade account or receiving a discount does not by itself remove consumer rights.

Consumer purchases are protected by applicable law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These terms do not exclude or restrict rights that the law gives you.

Business purchases are subject to applicable business sale law, including the Sale of Goods Act 1979 and the Unfair Contract Terms Act 1977. The statutory consumer cooling-off right described below does not apply to business purchases.

You must be at least 18 to place an order and, if ordering for a business or another person, have authority to do so.

3 Products and suitability

The product description and specification provided before purchase form part of your order. Please check the product, quantity, dimensions, glazing specification, delivery address and any agreed special requirements before ordering.

Internal dimensions, external dimensions and roof-opening dimensions are different measurements. Use the relevant product drawing and installation guide, and ask us before ordering if anything is unclear. A photograph alone should not be used to determine dimensions or specification.

We supply products. Installation, roof access, lifting onto a roof and building work are not included unless expressly agreed in writing. Your installer should check site measurements, structural suitability, safe handling arrangements and applicable building-control or planning requirements.

These responsibilities do not remove our responsibility for accurate descriptions, goods of the required quality, correct instructions or suitability for a particular purpose that you have made known to us and reasonably relied on us to advise upon.

We will not substitute a materially different product or specification after accepting your order without your agreement. Minor differences in screen colour or photography do not permit us to supply goods that fail to match their description.

4 Orders and acceptance

To order online, select your products, review your basket, enter your delivery and payment details and submit the order using the payment button. You can review and correct details before submitting. Contact us promptly if you notice an error afterwards. Contracts are concluded in English. We retain order records under our Privacy Policy; you can request a copy using our contact details.

We acknowledge orders electronically. A contract is formed when we send an order confirmation accepting your order. Payment authorisation alone does not constitute acceptance. If a quotation sets out a different acceptance process, that process applies to the quoted order.

Before acceptance, we may decline an order for a genuine reason, such as unavailable stock, an address we cannot serve, an unresolved payment or security issue, or an obvious pricing error. We will explain the issue where appropriate and refund any payment for an order we do not accept.

If we discover an error, we will contact you rather than automatically charge a different price. After acceptance, we will change or cancel the contract only with your agreement or where the law permits.

We will provide confirmation of your order and the applicable contract information by email or another format you can keep. Please retain this with your product information.

5 Prices and payment

Consumer prices are shown inclusive of VAT at the applicable rate. Where a business quotation shows prices excluding VAT, that will be clearly stated and the applicable VAT and total payable will be identified before you commit to the order.

Available delivery options, any applicable delivery charges and the total payable will be made clear before you place your order. Unavoidable charges will be included or explained at the stage required by law. Optional extras require your express agreement.

Payment methods and payment timing are shown at checkout or in your agreed quotation. Any pre-order payment, deposit or balance arrangement will be explained before you order. We will not change an accepted price merely because our supplier costs change.

If you request a reduced VAT rate, we may need evidence that the transaction qualifies. We will apply the rate required by law. Any refund due under these terms will be made without a refund-processing fee.

6 Delivery collection and pre orders

Our Shipping Policy explains the available services, cut-off times, delivery arrangements and collection procedure. The service and delivery period agreed for your order form part of the contract.

Delivery is kerbside. You must arrange a suitable person to receive the goods and any safe handling assistance identified before ordering. Our standard service does not include carrying products into buildings or lifting them onto roofs. We remain responsible for safe delivery and for our own acts and omissions.

For pre-orders, the selected delivery-service window starts when the relevant stock arrives and is available for fulfilment. Before accepting the order, we will also agree an overall delivery date or period with you, taking the expected stock availability into account. A pre-order is not an agreement to an unlimited wait.

For consumer orders, unless another delivery date or period has been agreed, we will deliver without undue delay and within 30 days of the contract being made. If we miss the agreed period, you may require delivery within an appropriate additional period and end the contract if we fail to meet it. You may end it immediately where we refuse to deliver or timely delivery was essential in the circumstances or you told us this before contracting. We will refund sums due without undue delay.

Please avoid booking installers or lifting equipment until your goods have arrived and been checked. This advice does not exclude compensation for loss for which we are legally responsible.

For consumers, risk normally passes when you, or someone you identify other than the carrier, physically receives the goods. If you appoint a carrier we did not offer, risk passes when that carrier receives them. For collection, risk passes when you or your authorised representative takes possession. Ownership passes once we have received full payment.

7 Changing your mind

If you are a consumer buying at a distance, you can normally cancel a standard-product order at any time before delivery and until 14 days after the day you, or your nominated recipient, receive the goods. For one order delivered in separate goods, lots or pieces, the period normally runs from receipt of the last item, lot or piece. An order agreed online remains a distance purchase if you collect it.

Tell us clearly that you wish to cancel by email, telephone, post or the model form below. You do not need a reason, an account login, a returns authorisation or our approval to exercise a statutory cancellation right. Sending your cancellation before the deadline is sufficient.

Send the goods back without undue delay and no later than 14 days after telling us you are cancelling, unless we have offered to collect them. Please contact us to coordinate safe transport and use packaging suitable for protecting glass.

You pay the direct return costs only where we told you before ordering that you would be responsible. For goods that cannot normally be returned by post, we must also have given you 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.

You may inspect goods as you reasonably could in a shop. Opening packaging does not automatically remove your cancellation right. Where the law allows, we may deduct a genuine reduction in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning, which may include installation or damage. We do not apply a standard restocking or administration deduction to statutory cancellations.

If you cancel the whole order, we refund the product payment and the outbound delivery amount up to our least expensive generally acceptable delivery option available for that order. An additional amount for a delivery upgrade you expressly chose need not be refunded. For partial cancellations, we refund delivery amounts where the law requires.

Refunds are made without undue delay and within 14 days after we are told of cancellation. Unless we have offered to collect the goods, we may withhold the refund until we receive them back or you supply evidence of sending them back, whichever happens first. If we withhold it on that basis, we refund within 14 days of that earlier event. We use the original payment method unless you expressly agree otherwise.

8 Bespoke goods and business cancellations

The statutory change-of-mind right does not apply to goods genuinely made to your specifications or clearly personalised. We will identify that exception before you order. A standard size, pre-order, sale item or item obtained specially from a supplier is not automatically bespoke or non-returnable.

For a genuine bespoke order or a business order, a change or cancellation after acceptance requires our agreement unless you have a legal right to cancel. We will explain any proposed arrangement before you agree to it. Cancellation charges, if any, must be lawful and reflect the agreement and circumstances.

Bespoke and business goods must still meet the applicable contractual and legal standards. The absence of a change-of-mind right does not remove remedies for defective goods or our breach of contract.

9 Faulty damaged or incorrect goods

We are responsible for supplying consumer goods that are of satisfactory quality, fit for purpose and as described. Please inspect goods when reasonably possible and contact us promptly about damage, shortages or the wrong product. Signing a delivery receipt, failing to inspect immediately or missing a requested reporting period does not remove your statutory rights.

Consumers normally have a 30-day short-term right to reject goods that do not meet the required standards and receive a refund. The starting date and any pause while repair or replacement is arranged follow the Consumer Rights Act 2015.

You may also be entitled to repair or replacement, subject to the rules on impossibility and disproportionate cost. We must provide the remedy within a reasonable time, without significant inconvenience, and bear necessary costs. Where the law requires, this includes necessary costs associated with removal or reinstallation.

If repair or replacement is unavailable, unsuccessful or not provided as required by law, you may be entitled to a price reduction or a final right to reject. For the relevant remedies, faults appearing within the first six months are generally presumed to have existed at delivery unless we establish otherwise or the presumption is inconsistent with the goods or fault. Rights can continue beyond six months and beyond a guarantee period.

We will bear reasonable return or collection costs where the law makes us responsible. A statutory refund for rejected faulty goods will be made without undue delay and within 14 days after we agree that you are entitled to it, using the original payment method unless you expressly agree otherwise.

We may reasonably ask for an order reference, a description, photographs where available, or an opportunity to inspect the goods. These requests help us assess the problem and do not impose conditions that remove legal rights. Please contact us before commissioning non-urgent remedial work so we can discuss an appropriate remedy. Take reasonable urgent steps needed for safety and tell us as soon as practicable.

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 another matter for which we are legally responsible.

10 Guarantees

Any additional product guarantee is subject to the guarantee information supplied for that product, including its duration, scope and claim procedure. We will make applicable guarantee conditions available before purchase and provide a copy in a format you can keep where required.

A commercial or manufacturer's guarantee is additional to statutory rights. You may contact us about a statutory claim even if the manufacturer also provides a guarantee.

11 Responsibility for loss

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, liability under the Consumer Protection Act 1987 that cannot be excluded, or any other liability or remedy that the law does not allow us to exclude or limit.

For consumers, we are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. Loss is foreseeable if it is an obvious consequence or was contemplated by both of us when the contract was made. Our liability to consumers is not capped at the purchase price by these terms.

For business purchases only, and only to the extent lawful and reasonable, we exclude liability for indirect or consequential loss and loss of profit, revenue, business opportunity or anticipated savings. This does not exclude liability that cannot lawfully be excluded or remove the applicable standards for the goods.

If an event outside our reasonable control affects fulfilment, we will tell you, take reasonable steps to reduce its effect and explain your options. This does not remove statutory delivery, cancellation, refund or compensation rights.

12 Website use and customer content

Use our website lawfully. Do not introduce malicious software, attempt unauthorised access, impersonate others or interfere with the website or another user's rights. Keep your account credentials secure and tell us about suspected unauthorised access.

Website materials belong to us or our licensors. You may use product information and guides for your purchase and installation, but commercial copying or reuse requires permission unless the law permits it.

Reviews must reflect a genuine experience. If we offer an incentive for a review, this must be disclosed and must not depend on a positive review. We may remove unlawful, fraudulent or irrelevant content, but will not misrepresent genuine feedback.

You retain rights in material you submit. We may use it as necessary to handle your enquiry, order or complaint. Separate permission is required for promotional use of identifiable customer photographs or case studies unless we have another valid legal basis and have explained it.

13 Privacy and complaints

Our Privacy Policy explains how we handle personal information. Accepting these terms does not constitute consent to optional marketing or tracking.

Send complaints to info@cambridgeskylights.co.uk or our trading address, including your order reference where available. We will investigate and explain our proposed resolution. If a dispute remains unresolved, we will explain our position and provide any information about appropriate accredited alternative dispute resolution that the law requires, including whether we are obliged or prepared to participate. You remain entitled to seek a court remedy.

14 General terms and governing law

The terms accepted for your order apply to that order. Later website updates apply to future contracts and do not retrospectively reduce existing rights. Changes to an accepted order require agreement unless the law permits otherwise.

Order-specific terms expressly agreed with you take priority over general wording, subject to mandatory law. No policy limits your statutory rights. If a provision is unlawful or unenforceable, the remaining provisions continue where they can fairly do so. A delay in enforcing a right is not a waiver of it.

We may transfer a contract only where this does not reduce your rights or guarantees. We will notify you where required. Nothing in these terms excludes liability for statements or representations on which the law entitles you to rely.

These terms are governed by the law of England and Wales. Consumers retain any mandatory protection under the law of the UK country where they live and may bring proceedings in their local courts where the law permits, including Scotland or Northern Ireland. Business disputes are subject to the courts of England and Wales unless otherwise agreed in writing.

15 Model cancellation form

Complete and send this form only if you wish to cancel. You can instead make any other clear cancellation statement.

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.