Returns / Refunds
Our Standard Size (non-stock), Tailor Made & Bespoke products cannot be returned once ordered & manufactured as they are made to measure and individually ordered to your specifications unless they are faulty or damaged prior to delivery.
Should you wish to return any accessory or Standard Size (stock) Rooflight product bought from us, we will exchange a product provided it is in a fully resaleable condition and returned to our factory in Cambridge (details below) at your own cost. Please be aware any exchange or refund will be subject to an administration / restocking fee.
Please note; Vision AGI will not pay for the cost of return delivery. We do however strongly advise that all returns are sent via a dedicated delivery service to ensure safe receipt. We cannot be held responsible for any returned items which are undelivered or damaged in return transit.
If the product returned is not in a fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 50% of the original selling price from the refund amount.
Returns will be processed within 14 working days upon receipt of the goods, whereupon we will contact you directly regarding the issue of either a refund or exchange. Refunds can take up to 15 working days to appear in your account.
If you are exchanging an item where there is a difference in cost, such costs will be either charged / refunded via the original payment method (along with postage and packaging where appropriate).
If the Customer believes any of our products to be of an unsatisfactory quality please immediately contact Customer Services and treat your product with the upmost care.
Regarding quality issues – if the fault or damage is found to be Vision AGI’s responsibility, we will send out a replacement and arrange the collection of the damaged goods. Please ensure any damaged goods are returned with a copy of your original Dispatch / Delivery Note.
Regarding electrical issues – if the fault is within the 12 month warranty period, the first port of call would be to ensure that your electrician has contacted Geze Technical (T: 01543 44 30 00 quoting the wiring diagram drawing no. which was received with the rooflight) to ensure that the rooflight has been wired and commissioned correctly.
We will attend to investigate the cause of the fault, but if the cause of the issue is found not to be our responsibility ie. not a faulty part or product etc – call out charges will apply and be invoiced (at £250 +VAT per visit [minimum depending on location]). This will not be invoiced until the issue has been fully investigated and resolved.
We will charge for a replacement unit (supply only or supply & installation), if required, during the discovery / investigation process.
If, by Vision AGI error you have received the incorrect goods in your order, we will endeavour to replace the goods with the correct products at no extra cost, and will bear all costs for the return of the products.
Please contact firstname.lastname@example.org to arrange this, including details of your name, order number and delivery address.
Vision AGI Limited
Queens Business Park
Cambridge CB21 5GT
T: 01223 79 22 44