1. Cancelling Your Order

Before Dispatch

If you wish to cancel an order before it has been dispatched, email support@paneldeals.co.uk as soon as possible with your order number and customer details. Where cancellation is successfully processed before dispatch, we will arrange the applicable refund in accordance with your statutory rights and the terms of your order.

After Dispatch

If your order has already been dispatched, cancellation may no longer be possible as a simple pre-dispatch cancellation. Where cancellation or a return is permitted, applicable delivery, collection or return carriage costs may apply, subject to your statutory rights.

Custom-made, customised or specially sourced products may be excluded from statutory cancellation rights where the relevant legal exemption applies.

Failed Delivery

If a delivery cannot be completed because the customer is unavailable after the delivery date has been booked, a £40 redelivery charge applies where another delivery attempt is required.

If you choose to cancel rather than arrange redelivery following a failed delivery, any refund will be subject to the applicable carriage costs incurred in connection with the failed delivery, subject to your statutory rights.

2. Returns & Your 14-Day Cancellation Right

For eligible online and distance purchases, consumers generally have a statutory right to cancel within 14 days from the day after the goods are received, without giving a reason. Some products and circumstances are excluded from this right.

If you exercise a statutory cancellation right, you should return the goods without undue delay and normally within 14 days after notifying us of your cancellation.

Unless the return is due to our error or the goods are faulty, the customer is normally responsible for the direct cost of returning goods where the applicable cancellation rules allow this.

Products should be returned unused and in a condition that allows us to assess them and, where applicable, place them back into resaleable condition. Customers may be liable for diminished value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics and functionality of the goods.

3. How to Request a Return

1. Contact us: Email support@paneldeals.co.uk with your order number, the reason for return where applicable, and whether you require collection or intend to arrange return delivery.
2. Wait for instructions: We will provide the appropriate return address and any specific return instructions.
3. Package securely: Protect products against damage during transit. Do not use the original product packaging as the outer shipping container where doing so could expose it to damage.
4. Use tracked delivery: Where you arrange your own return, we recommend using a tracked service and retaining proof of postage.

We cannot accept responsibility for goods lost or damaged while being returned by a customer using their own carrier, except where required by law.

4. Faulty, Damaged, Incorrect or Missing Goods

Please inspect your order as soon as possible after delivery and before cutting, modifying or installing any products.

If products arrive damaged, incorrect, visibly colour-mismatched or incomplete, please contact us as soon as possible, ideally within 48 hours of delivery, with:

• Your order number.
• A clear description of the issue.
• Clear photographs of the affected goods.
• Photographs of the packaging where relevant.
• Confirmation that affected products remain unused, uncut and uninstalled.

Claims reported after 72 hours may be more difficult to investigate, particularly for site deliveries, but this does not limit any statutory rights you may have.

Where damage is visible at delivery, please notify the courier and, where possible, record the damage on the delivery paperwork. If you cannot inspect the goods immediately, make this clear on the delivery paperwork where the courier allows it.

Resolution of Approved Claims

Depending on the circumstances and your statutory rights, an approved claim may result in a replacement, repair, refund or another appropriate remedy.

5. Products That May Not Be Returnable

Certain products are excluded from statutory cancellation rights or may not be eligible for a change-of-mind return. These can include:

• Custom-made or customised products.
• Products specially manufactured, cut or ordered to a customer's specification.
• Perishable goods.
• Products that have been cut, modified or installed, where the issue is not a fault for which the customer has a statutory remedy.
• Other products falling within a statutory exemption.

This section does not remove or restrict statutory rights relating to faulty, misdescribed or otherwise non-conforming goods.

6. Refunds

Where a refund is due and approved, it will normally be made to the original payment method.

For statutory cancellations, refunds will be handled in accordance with applicable consumer legislation. Where the customer is responsible for returning the goods, we may wait until the goods have been received or the customer provides appropriate evidence that they have been sent back, as permitted by law.

Our normal processing target is 5–7 working days after the relevant return or claim has been received and assessed. Your bank or payment provider may require additional time before funds appear.

Where required by applicable law, the refund will include the cost of the least expensive standard delivery option originally offered. Any additional premium paid for upgraded delivery may not be refundable to the extent permitted by law.

If you believe a refund is overdue, contact support@paneldeals.co.uk with your order number.

7. Important Delivery & Return Notices

• Kerbside delivery: Standard deliveries are kerbside/doorstep only. Customers are responsible for suitable assistance with unloading and moving products after delivery.
• Inspect before installation: Check all products before cutting, modifying or installing them.
• Installation costs: PanelDeals is not responsible for installation, labour or tradesperson costs caused by delivery delays, damaged goods, shortages, incorrect products or other issues that could have been identified before installation.
• Return packaging: Products must be packaged securely to reduce the risk of damage during return transport.
• Tracked returns: We recommend retaining proof of postage and using a tracked return service where you arrange the return yourself.