Guarantee

Itzala grants you 3 (three) years' guarantee on VELUX branded products and 2 (two) years' guarantee on Itzala branded products purchased through this on-line shop. This guarantee does not in any way affect your statutory rights.

Should you need to return your products due to a manufacturing defect within 3 (three) for VELUX branded and 2 (two) for Itzala branded years of purchase, please see below for more info about our return procedures.

Return items covered by the guarantee

If you want to return a faulty product, you must contact us via e-mail at This e-mail address is being protected from spambots. You need JavaScript enabled to view it and we will guide you on what to do.

It is a condition in returning goods that you inform us of your order confirmation number and tell us as much detail about the nature of the fault/ damage as possible which will help us attend to the matter without unnecessary delay. We would also ask you to forward pictures, if the damage is such, to verify your claim. The order confirmation number is written in the e-mail you received right after you bought the item(s) in the e-shop.

Without this order confirmation number, Itzala is unable to process refund or replacement. It rests with the end-user to document that the guarantee period is not expired.

Your faulty product(s) will be picked up by our carrier, DHL.

DHL will contact you before the pick up at your specified address and the product(s) will be sent to the manufacturer. All costs related to the return of a faulty item(s) are covered by Itzala.

In addition to this guarantee the applicable mandatory rules of law apply. This may have the effect that on some points the end-user's rights might be better than those indicated in the present guarantee.

Cancellation, Refund & Return for non-guarantee products

Cancel of purchase within 24 hours

You may cancel your purchase within 24 hours after you have placed your order. You will have to notify us about your wish to cancel and return your order in written form or by sending an e-mail to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .
The deadline is observed if your cancellation has been sent to us within 24 hours from the purchase in the e-shop. After 24 hours we can't guarantee that your order has not been shipped and you will then need to follow the procedure written below: "Cancel purchase within 7 days".

Cancel and return of purchase within 7 days

In case you regret your purchase you can of course return your products. You will have to notify us about your wish to cancel and return your order in written form or by sending an e-mail to This e-mail address is being protected from spambots. You need JavaScript enabled to view it . The deadline is observed if your cancellation has been sent to us within 7 days from delivery of the goods.

We kindly ask you to make a reference to your order confirmation number when making your cancellation, which will help us attend to the matter without unnecessary delay. The order confirmation number is written in the e-mail you received right after you bought the item(s) in the e-shop.

If you would like to discuss the return of any item or have any further questions about our returns policy, please contact us via e-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

When will we refund

We will refund the purchase price as soon as possible but no later than 30 days from receipt of the returned goods. You can expect a refund in the same form of payment originally used for purchase. Please note that your original shipping costs will not be refunded.

How should you return the products

We request that the goods are returned to us within 30 days from your cancellation of your order. The following criteria for returns should be respected:

1) You can only return a blind that has not been installed
2) You must return the blind in the original packaging. The packaging must be properly sealed and closed. The different parts that come with the blind such as screw drivers have to be placed in their original bags. Hence, you must make sure that there are not any loose parts in the packaging before you return it.

If these criteria are not fulfilled - the blind is considered “sold” and no exchange or refund will be given. We strongly recommend that you use registered post, recorded delivery or another secure method of delivery, retaining the receipt until you have received credit for your return, as we cannot be held responsible for non-delivery of returned goods.

Return costs

Please note that the return costs will not be reimbursed. Postage or other return costs will be the customer’s responsibility and will be reimbursed by us only in the case of our delivery of damaged, faulty or incorrectly supplied goods.

Our return address

Altaterra Ltd.
Petofi Sándor str. 36/B.
HU-9444 Fertoszentmiklós
Hungary