Delivery and Returns
We aim to deliver your VELUX products as quickly and efficiently as possible, so you can move forward with your project with confidence.
Below you’ll find estimated delivery timeframes, important order information, and details on returns and exchanges.
Delivery Timeframes
Estimated delivery times vary depending on your location:
- Metro: 1–3 business days
- Regional: 2–7 business days
- Remote: 7–20 business days
For specific lead time enquiries, please contact our customer service team.
Important Information
- Delivery timeframes are based on orders placed before 12pm (EST).
- Orders placed after 12pm (EST) will be dispatched the next business day.
- We will always do our best to meet the estimated delivery schedule. However, VELUX is not liable for delays outside of our control.
Return Policy
We understand that plans can change. If your order is no longer required, we offer a returns process to support you — with a few important conditions outlined below.
VELUX will accept returns under the following conditions:
- Returns must be requested within 30 days of the invoice date.
- Unopened items may be returned, subject to a restocking fee.
- Opened items may be returned, subject to a repackaging fee, and must include all original parts and components.
- Products that have been custom-made or specially manufactured cannot be returned.
- Replacement panes and component parts sold as part of a package are not eligible for return.
Important Information
- All approved returns may be subject to applicable return charges, unless the return is due to a VELUX error.
- This policy does not apply to faulty or defective goods, which are covered under VELUX’s general conditions of sale.
- All prices and fees are inclusive of GST.