Refund policy

Our Promise of Quality and Customer Satisfaction

At Lanterns Direct, we're committed to providing top-notch products directly to your home in pristine condition. We believe in the importance of customer satisfaction, which is why we have a clear and thorough policy in place to address any concerns you might have with your order. Should you find any issue with your purchase, we are always ready to offer a replacement or process a return, ensuring you are fully satisfied with our offerings.

 

Policy on Arrangements:

At Lanterns Direct, customer satisfaction with our products is our top priority. To ensure a smooth experience and prevent any inconvenience, we have established the following policy regarding arrangements with builders:

1. Satisfaction with the Product:

• Customers are encouraged to carefully inspect and confirm their satisfaction with the skylight product prior to making any arrangements with builders for installation or related services. This also includes but is not limited to expected delivery times.

2. Non-Refundable Costs:

• Lanterns Direct will not be held responsible for any costs incurred due to arrangements made with builders prior to customer satisfaction with the product. This also includes making arrangements with builders for expected arrival date of your product.
• This includes, but is not limited to, any deposits, fees, or charges associated with scheduling or preparing for installation.

3. Customer Responsibility:

• It is the customer's responsibility to ensure that they are fully content with the product received before proceeding with any installation plans. 
• Customers should verify that the product meets their expectations and requirements in all aspects. 
  
• Before accepting the delivery, Customers must make sure that all purchased products have been actually delivered as per order confirmation email! If there are any missing or damaged items, the Customers must notify us within 12 hours of receive them, so can arrange a replacement in due course.  

Guidelines for Returning Items

You are eligible to return items under the following conditions:

• Any Blinds that are defective (Must notify us within 7 days of receiving your item)
• Any Skylights or Roof Lanterns that are defective (Must notify us within 12 hours of receiving your item)
• Any Accessories or Installation kits that are defective or missing (Must notify us within 12 hours of receiving your item)
• Items that were delivered incorrectly or were not what you ordered (Must notify us within 24 hours of receiving your item)
• Off the shelf Frameless Pitched/Flat Roof skylights in the case of incorrect sizes or you change your mind. Should you change your mind, please note that there will be a restocking fee of 10% or the cost of return shipping, whichever is greater. (You must notify us within 14 days of receiving your item and must be unopened). Off the shelf sizes eligible for return can be found here.

Please note that following products cannot be returned (They are considered as made to measure products):

• Custom Size Frameless Flat and Pitched Roof Skylight
• Custom Size Framed Flat and Pitched Roof Skylight
• Custom Size Insulated Upstands 
• Off The Shelf Insulated Upstands (Along the length) 
• Custom Size Walk-on-Skylight
• All Stratus Styles 1-8 
• Stratus Style 1 Custom Contemporary Size
• Stratus Style 2-8 Custom Size
• All Brett Martin Products
• All Blinds (Electric and Manual) including off the shelf sizes and Custom Sizes 
• All Glass Juliet Balconies 
  

To start a return, please contact us at support@lanterns-direct.co.uk. All items returned to us must have not been attempted to be fitted or installed and must still be unopened and in their original packaging. We recommend waiting to schedule any installation work, such as hiring roofers or carpenters, until after you have received and checked our products for any issues. We cannot accept liability in case you have fitted and installed a faulty or defective product.

Fees and Responsibilities

Please note that all returned items are subject to a restocking fee of 10% or the cost of return shipping, whichever is greater, unless the items are defective. Also, the initial delivery cost (in case it wasn't a free delivery) is a non refundable expense as that's a third party courier service. Lanterns Direct does not cover any labour costs that arise from the installation of incorrect or faulty parts. If your order is damaged upon arrival, we advise inspecting the package immediately and refusing delivery if the contents are compromised. We will prioritize sending you a replacement order under these circumstances. Refunds for returned merchandise are processed within 7 business days. Please get in touch if still has not been received after this period.

 

Custom Orders and Refund Timing

All bespoke/custom size orders are final and cannot be cancelled or returned. These orders are made to measure and therefore cannot be returned. This also includes any blinds and all roof lanterns, including off the shelf lanterns (which are manufactured within 2 weeks). We urge you to double-check your measurement and the correct unit size before placing your order checking out our technical drawings and consulting with your installer ahead of time.

In case of returning an off-the-shelf product where an incorrect size is ordered, we will  cancel and refund your order in full, unless already dispatched, in which case we will be deducting the shipping fee along with any return shipping costs unless the customer organizes the safe return of the goods to us themselves.

Refunds will be issued within 7 business days to your original payment method following the receipt and inspection of the returned items at our warehouse.