1. Delivery Areas

PanelDeals delivers to Mainland UK only.

We currently do not deliver to:

• Republic of Ireland
• Northern Ireland
• Offshore islands
• Scottish Highlands
• Other restricted or hard-to-reach locations where our courier service cannot provide delivery

If you are unsure whether we can deliver to your postcode, please contact us before placing your order.

Customers are responsible for ensuring that the delivery address is accessible to the delivery vehicle and suitable for receiving the goods.

2. Delivery Times

Standard deliveries are made Monday to Friday, between 8:00 AM and 5:00 PM, excluding UK Bank Holidays.

Delivery times are estimates and are not guaranteed. Delays can occasionally occur due to courier operations, traffic, adverse weather or other circumstances outside our control.

3. Delivery Booking & Tracking

Once your order has been processed, you may receive a text message or other notification from the courier to arrange or confirm your delivery date.

Smaller orders, including samples, may be delivered by Royal Mail or Evri.

For larger orders, the courier may contact you to arrange a suitable delivery date. Once a delivery date has been agreed or booked, customers must ensure that someone is available at the delivery address to receive the order.

Please note that not all courier services provide advance telephone calls or specific delivery-time notifications.

4. Specific Delivery Requirements

If you require a particular delivery date, next-day delivery, weekend delivery or delivery outside the standard delivery window, please contact us before placing your order.

We will check whether the requested service is available and advise you of any additional charges.

Email: support@paneldeals.co.uk

A specific delivery date or time should not be considered confirmed unless it has been agreed by PanelDeals.

5. Delivery Charges

Delivery charges are calculated automatically at checkout based on factors including:

• Product type
• Order quantity
• Delivery location
• Order value
• Delivery method

The applicable delivery charge will be shown before you complete your purchase.

6. Delivery Method

All standard deliveries are kerbside/doorstep delivery only.

The courier is not normally responsible for carrying large or heavy products inside your property, upstairs or into individual rooms.

Customers should ensure that:

• Someone is available to receive the delivery.
• The delivery address is accessible.
• There is sufficient space for the delivery vehicle where required.
• Suitable assistance is available to move heavy or bulky products from the delivery point.

For large orders, customers are responsible for making appropriate arrangements for handling the goods after delivery.

7. Access Restrictions

Please tell us before ordering if your property has restricted or difficult access.

This may include:

• Narrow roads
• Private roads
• Weight restrictions
• Low bridges
• Restricted delivery areas
• Difficult access for large vehicles
• Locations where a pallet or large delivery vehicle cannot safely reach the property

We may be unable to deliver to certain restricted locations. If we are informed of access restrictions after the order has been placed, additional delivery arrangements or charges may apply.

8. Receiving & Inspecting Your Order

Customers should ensure that a responsible adult is available to receive larger deliveries.

Check that:

• The correct products have been delivered.
• The quantity is correct.
• The products are free from visible damage.
• The product colour, finish and appearance are correct.

For decorative products such as acoustic wall panels, PVC wall panels and other panels, we strongly recommend checking the complete order before installation.

9. Damaged, Incorrect or Missing Items

Missing Items

If any items are missing from your delivery, please notify the courier immediately where possible and contact PanelDeals as soon as possible.

Damaged or Incorrect Items

If an item arrives damaged, incorrect or there is an obvious colour mismatch, please contact us within 24 hours of delivery.

Full details must be emailed to support@paneldeals.co.uk with:

1. Your order number.
2. A description of the problem.
3. Clear photographs of each affected product separately — one set of photos per item, showing the damage, defect or colour issue on that specific product.
4. Photographs of the packaging where relevant.
5. Confirmation that the affected items have not been cut, modified or installed.

Claims reported after 24 hours may not be accepted, particularly for site deliveries.

Please retain the affected goods and packaging until the claim has been resolved.

Redelivery Timeframe

Where a redelivery is agreed as part of a resolution, the usual redelivery time is 2 to 5 working days from confirmation.

10. Claims Process

Once we receive your claim, our team will review the information provided and may request additional photographs or information.

If a claim is approved, we may, depending on the circumstances:

• Arrange a replacement.
• Provide a refund for the affected item.
• Arrange collection of the affected goods.
• Offer another appropriate resolution.

Where replacement goods are required, we may need to collect the affected products before replacement goods are dispatched.

Products that have been cut, installed, modified or used may not be eligible for claims relating to issues that should have been identified before installation.

11. Failed Delivery & Redelivery

Customers are responsible for being available to receive their delivery once a delivery date has been booked.

Other circumstances that may result in a failed delivery include:

• Nobody being available to receive the order.
• Incorrect delivery information.
• Restricted or unsuitable access.
• Refusal to accept the delivery.
• Other circumstances caused by the customer that prevent the courier from completing the delivery.

Any applicable redelivery charge must be paid before a further delivery attempt is arranged.

If the order is cancelled following a failed delivery rather than being redelivered, the refund may be reduced by the applicable carriage costs incurred for the failed delivery.

12. Split Deliveries

Large orders may occasionally be sent as multiple deliveries.

Where an order is split, individual shipments may have separate tracking information and may arrive on different days.

If you believe part of your order is missing, please contact us so that we can check the delivery status before treating the item as lost or missing.

13. Click & Collect

Click & Collect is available by appointment only from:

Orders must be placed, fully paid and confirmed as ready for collection before collection.

Please check stock availability and receive confirmation that your order is ready before travelling to the collection address.

14. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible.

Email: support@paneldeals.co.uk

We will try to process cancellation requests received before dispatch.

Once an order has been processed, packed, collected by the courier or placed in transit, cancellation may no longer be possible and charges may apply.

Custom-made, customised or specially sourced products may have additional cancellation restrictions.

15. Returns

Return requests must be made within 14 days, subject to your statutory consumer rights.

Returns must be approved by PanelDeals before goods are sent back.

Unless otherwise required by law, returned products must be:

• Unopened
• Unused
• In their original condition
• Suitable for resale
• Properly packaged for return

Non-Returnable Items

Unless required otherwise by law, the following products cannot normally be returned:

• Opened items that are not faulty
• Products that have been cut, modified or installed
• Custom-made or customised products
• Products specially ordered for a customer
• Perishable goods

Nothing in this policy affects your statutory consumer rights.

16. Faulty Products

If you believe that a product is faulty, please contact us as soon as possible and provide details of the problem together with clear photographs where applicable.

We will assess the issue and advise you of the appropriate next steps.

Faulty products should not be installed or further used once the fault has been identified.

17. Refunds

Where a refund is approved, it will normally be processed after the returned goods have been received and inspected.

Refunds usually take 5–7 working days to process after approval. The time taken for funds to appear in your account may also depend on your bank or payment provider.

Return delivery costs are normally the customer's responsibility unless the return is due to an error on our part or the product is confirmed to be faulty, subject to applicable consumer law.

18. Important Installation Advice

For products including acoustic wall panels, PVC wall panels, shower panels, flooring and other decorative building materials, customers must inspect the products before cutting or installation.

Where multiple panels are being installed together, we recommend checking all panels before installation to ensure that the colour, finish, pattern and appearance are suitable.

Natural wood veneers and decorative finishes may have variations in grain, tone, texture and pattern. These variations can be part of the natural or decorative characteristics of the product.