Returns & Refunds

Consumer Returns Policy

A “consumer” means an individual acting for purposes which are wholly or mainly outside that individual’s trade, business, craft or profession.
Consumers' rights to return goods are protected under the Consumer Contracts Directive which can be found at
This states that consumers have the right to withdraw from the purchase of an item within 14 calendar days of the day that the item is delivered.
Where you are withdrawing from your purchase within the 14 calendar day cooling-off period, and there has been no error on our part, we will refund the cost of the item and the cost of sending the item to you as follows:
  • where you are returning an item that was part of a larger order, we'll refund the per-item charge for delivery that you incurred
  • where you are returning an entire order, we'll refund applicable per-item delivery charges and the per-delivery charge that you incurred
  • where we collect an item from you, we reserve the right to recover the costs of collection from you.

Where goods are returned by a consumer and we have been informed of the wish to return more than 14 days after delivery or the goods are returned more than 14 calendar days after we were informed of the wish to return the goods, we reserve the right to charge a restocking fee of 25% of the sales value. Please note that carriage will not be refunded.

Items returned because they are damaged, defective or incorrect

If you are returning an item because of an error on our part or, in accordance with our returns policy, because it is damaged or defective, you must inform us within 2 working days of delivery. We will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us.
Condell Ltd or our agent will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

Special Order and Made-to-Measure Products

Special order and made-to-measure products may NOT be returned unless they are deemed to be faulty or have been damaged in transit. (Please see details above concerning the return of faulty or damaged products).
If a product is made to measure there is a 24hour-cancellation period only, after which the product(s) you have ordered will be in the process of being manufactured to your precise measurements and therefore are not re-saleable. If you wish to cancel after this time there may be a re-stocking charge. There is no cancellation permitted once you are in receipt of your order.

VELUX Products

Any returns of VELUX products are subject to a 25% re-stocking charge unless they are damaged or faulty, or have been sent in error. The boxes are security sealed and should not be opened unless you are 100% sure that this is the correct item for installation.

If you wish to make a return or require a refund our contact details are:
Condell Ltd
Plot 1 Parsonage Way
Parsonage Farm Industrial Estate
Horsham, RH12 4ZF
Phone: 020 8254 0066
Fax: 020 8254 0020
Alternatively please fill in the form below and one of our sales team will be in contact to arrange the return with you.
Please make sure that you give us much detail as possible regarding the products being returned and the reason for their being returned.
020 8254 0066