The website is undergoing maintenance The Company was placed into Administration on 20 June 2022 and two partners of FRP Advisory Trading Limited were appointed Joint Administrators. The Company has ceased to trade and any enquires should be directed to [email protected] The Joint Administrators act as agents of the Company without personal liability.

Returns & Cancellations


If you wish to speak with us about a return or cancellation, please email our Customer Service Department or fill in the form below and one of the team will be more than happy to help!

To ensure a quicker resolution to your email please include the following:

  • Order Number
  • Which product(s) you are looking to return and any other useful information
  • Product Image


Returns Information

Please can you read this information regarding returns and refunds required for purchases made from the BSO website.

Your statutory rights are not affected by this information.

Products No Longer Required

You can return any unused product to us in its original condition for a full refund within 14 days (For VELUX See Below) of delivery to you, this will include the delivery cost you paid unless you ordered via our Next Day service . You the buyer will pay the cost of returning the item. See below for estimates on the cost of returning items.

If you advise us of your return more than 14 calendar days following the date of delivery we will advise you whether the return is acceptable, and any costs associated.

Any request has to be made via the form above. Phone returns are not acceptable.

Businesses working within the construction or building materials industry who wish to return unwanted products in their original condition must notify us within 14 days of date of delivery, we will advise you whether the return is acceptable, a restocking fee of up to 25% may apply.

*We offer 3 months returns on VELUX windows.

Returns via courier

All products marked as a parcel will be able to be returned by a standard courier the approximate cost of this will be £7.50 per item. Costs may vary depending on the size of the parcel.

If you need any further product information in order for you to estimate the cost of returning the item, please contact us.

Returns via Pallet or Artic 

All goods marked as 'BIG & HEAVY' will incur a cost of approximately £45 per pallet. Costs may vary depending on where you are sending it from, etc.

If you need any further product information in order for you to estimate the cost of returning the item, please contact us.

Faulty or Damaged Products

In the unlikely event that a delivered product (including special order items) is faulty or damaged, we will exchange it, repair it or provide you with a full refund including any delivery charge paid by you. Businesses have 48 hours to inspect and report any damaged items.

To arrange for the product to be collected or send it back please use the RMA link with your order number and details of the product to be returned. We will collect it at no expense to yourself, and either provide a replacement or process a refund if the product is no longer in stock. After 24 hours please refer to manufacturer returns policy.

Alternatively, you can make arrangements for collection of the product through our nominated carrier. The cost of the return will be at our expense. We require the return of the product within 7 days of the refund request being made.

All refunds will be made to the account used to purchase the product.

We reserve the right to inspect all returned products prior to agreeing to any part-refund, full refund or product exchange.


Once we have received your return we will inspect the items to ensure they are in a resalable condition, once approved you will receive your refund within 14 days via the payment method you placed the order on (Card, PayPal, BACS).