At Skylights2Go, we take pride in offering high-quality VELUX skylights and accessories, and your satisfaction is our priority. We understand that occasionally, an order may not meet expectations—whether due to damage during shipping, a misordered item, or a change in plans. That’s why we offer a clear and straightforward returns and cancellation process to help make things right.
Please review the details below to understand your options for returns, refunds, and cancellations.
Eligible Returns
We accept returns of uninstalled and unused products within 45 days of purchase, provided they meet the following conditions:
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The item is still in its original packaging, with no signs of tampering or damage.
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The product has not been installed, altered, or used in any way.
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The item is defective, damaged upon delivery, or was shipped incorrectly.
Returns that do not meet these requirements may be declined or subject to additional restocking fees.
Return Conditions
Please note the following policies regarding returns:
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A 25% restocking fee applies to all non-defective returned items.
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Products that are defective or shipped in error are exempt from restocking fees.
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Customers are responsible for return shipping costs, unless the product was defective, damaged in transit, or mispacked by us.
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Returned items must be packaged securely to prevent further damage during return shipping.
Returns that arrive damaged due to inadequate packaging may not be eligible for a full refund.
Receiving Damaged Shipments
We take every precaution to ship your order safely, but if your delivery arrives damaged:
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Inspect the package carefully upon arrival, before signing for it.
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If you notice visible damage, mark “DAMAGED” on the Bill of Lading (BOL) or delivery receipt, and refuse the shipment.
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If you accept a damaged package, retain all original packaging and take clear photos of the item(s), shipping label, and box.
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Contact our customer service team immediately so we can help arrange a prompt replacement or return.
Please note: Skylights2Go is not liable for installation costs, delays, or removal expenses related to damaged, defective, or incorrectly shipped products.
Refund Processing
Approved returns are typically processed within 10 business days of receipt at our facility. Refunds are issued to the original payment method. Depending on your financial institution, it may take additional business days for the credit to appear in your account.
We recommend tracking your return shipment and retaining the tracking number for reference until your refund is fully processed.
Order Cancellation Policy
We understand that circumstances change. Whether you're adjusting a project timeline or switching products, we do our best to accommodate cancellations.
In-Stock Items
Orders for in-stock, non-customized products can be cancelled at any time before the order has shipped. Once an item has been shipped, it will fall under our standard returns process.
Custom & Made-to-Order Items
For products that are custom-fabricated or made-to-order—including select VELUX skylights and accessories—the following cancellation terms apply:
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Cancellations must be requested within 24 hours of placing the order.
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After 24 hours, production may begin and the order becomes non-cancellable and non-refundable.
If you're unsure whether your order is custom or made-to-order, please contact us directly before placing the order or as soon as possible after.
Refund Timing for Cancellations
Once your cancellation request is approved:
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A full refund will be issued to your original payment method within 5–7 business days.
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Refund processing times may vary depending on your bank or card issuer.
Withdrawal Rights (per VELUX Policy)
In accordance with VELUX's return and withdrawal guidelines, customers may also be entitled to a product return within 14 days of delivery, regardless of reason.
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This policy applies to products that have not been customized or altered.
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Refunds will be issued within 14 days of us receiving the item or proof of return, per VELUX’s return policy.
Exceptions may apply to made-to-order items where production has already started.
How to Start a Return or Cancellation
To initiate a return or cancel an order, please contact our customer support team using one of the following methods:
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Online: Contact Us
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Phone: Call us at 888-222-2145
When reaching out, please include:
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Your order number
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A list of the item(s) you wish to return or cancel
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A brief description of the reason for return or cancellation
Our team will guide you through the next steps, including return shipping details, replacement options (if applicable), and refund status updates.
Policy Updates
Skylights2Go reserves the right to revise this policy as needed. Any changes will be posted directly on this page and will go into effect immediately. We encourage you to review this page periodically to stay informed of our most current return and refund terms.
For any questions or clarifications, feel free to reach out—our support team is here to help.