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Customer Service

How Can We Help?

From our base in the Cotswolds, our dedicated and experienced customer service team are on hand to support you with any queries or questions you might have.

If you have not already done so, we recommend registering your products with us as soon as possible to extend your guarantee.

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Rooflight Aftercare

Customer Service Manager, Lynsey Brown, shares her top tips and advice for caring for your rooflight below.

For detailed operations and maintenance information, please download the O&M manual below.

Help your rooflight stand the test of time

Your rooflight motor is self-lubricating. By opening your rooflight regularly you help ensure a continued smooth operation. Equally, the seals maintain their flexibility with regular opening. The pressure in the gas struts on a Neo Rooflight is optimised through regular use.

Maintain good drainage

For opening rooflights, regularly clear the channels of leaves and debris to ensure the drainage holes don't become blocked.

Protect your glass

If there are over-hanging trees near your rooflight you may notice a build up of sap on the glass. Hot, soapy water and a non-abrasive cloth will help bring back the sparkle.

Product Guarantee

The length of guarantee is determined by your chosen frame specification and proximity to the coastline.

Upon product registration with us, this guarantee can be extended as set out below, provided that the appropriate products have been installed to suit their location, that these products are regularly maintained, and actions are recorded in accordance with our maintenance instructions. Refer to your Terms & Conditions for further information or contact Customer Services.

Standard Guarantee
Extended Guarantee*
Mild Steel Frame
12 months
10 years**
Stainless Steel Frame
12 months
10 years**
Aluminium Frame
12 months
10 years**
Mild steel frame pre-treated with a hot zinc spray – Over 5km from the sea
12 months
10 years
Mild steel frame pre-treated with a hot zinc spray – Within 5km from the sea
12 months
5 years
Glazing, silicone and rooflight components
12 months
5 years
Ancillaries (Such as ironmongery, gas struts, motors & controls)
12 months

*Subject to Terms & Conditions

**Subject to installed location and maintenance


If for any reason you need to return your rooflights or accessories, we recommend you refer to your terms and conditions for guidance on your specific circumstances.


Below is the typical process you can expect for your return or exchange.

Get in touch

The best place to start is to give us a call so we can advise you of the available options. Please have your order details to hand when you call us.

get in touch

Arrange your collection

We will arrange collection of your returned items through our courier on a convenient date.

For large and bulky items we request these are suitably packaged on an appropriately sized pallet, ready for collection.

For smaller items, please securely package the goods in an appropriate sized box.

Await our assessment

All returned items are subject to an assessment on receipt. If there any queries with the returned goods, we will contact you to discuss. 

Receive your refund or exchange

After a successful assessment, we will arrange a refund within 21 days from receipt of the returned items via the original payment method, less the agreed restock and collection charges.

For exchanges, we will contact you to consult on the required replacement.

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Register Your Product

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Spares Request Form

We invite you to complete the fields below and a member of our technical sales team will be in touch.

Upload Image of the part you require (max File Size 2MB)
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Customer Service

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