Returns Policy

Cancelling or Returning My Order

Under the Distance Selling Regulations, you have a statutory right within 30 days to return your order and receive a refund. This does not apply to bespoke or personalised items that are made to your specification. These are marked for agreement within the basket process of our website. To return or amend an order, you can email [email protected] or write to us at FAKRO GB LTD, FAKRO House, Astron Business Park, Hearthcote Road, Swadlincote, Derbyshire, DE11 9DW, quoting your order number.

We must receive a cancellation request with your order number to produce a returns number for you that can be placed on your products box. This helps to identify the order.

You can cancel your order anytime from placing your order up until 14 days so long as the goods have not been dispatched (not including Saturdays, Sundays or Public Holidays) commencing the day of your order. This does not apply to bespoke or personalised items. Please see our terms and conditions for details. You must take reasonable care of the items and return them back via a carrier yourself. If the item has been unpacked, we will charge a £25 administration charge.

Returns – Any return of goods must be made within 30 working days of receipt of the goods. Any returns outside of these dates will not be accepted. Returns will not be accepted on items which have already been fitted. Please see our terms and conditions for details.

Balcony Windows and CIRRUS lantern roofs

FAKRO balcony windows and CIRRUS lantern roofs are all manufactured bespoke to your sizes and specifications. Therefore all FAKRO balcony windows and CIRRUS lantern roofs are none returnable items and subject to 4-5 week delivery times. Once your order is placed we will contact you to discuss your roof pitch and tiles, with a final confirmation of your specifications prior to sign off and progressing to manufacture.

Bespoke Items

Items marked as bespoke or custom made are non-returnable. Please ensure all items are correct for your needs before completing any bespoke order.

Kerbside Deliveries

In many cases deliveries from FAKRO GB / Roof Windows 4 You are heavy, and are delivered to kerbside only. Any further service is at the discretion of our delivery partners.