This Returns and Cancellations Policy explains the arrangements for cancellations, returns, faulty or incorrect products, and refunds for purchases made through PanelDeals. It should be read together with our Terms and Conditions, Privacy Policy and Cookie Policy.
Nothing in this Policy affects or limits your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable UK consumer protection legislation.
If you wish to cancel an order before it has been dispatched, please email service@paneldeals.co.uk as soon as possible, quoting your order number and customer details.
Where a cancellation is successfully processed before dispatch, we will arrange any applicable refund in accordance with your statutory rights and the terms of your order.
If your order has already been dispatched, cancellation may no longer be possible as a simple pre-dispatch cancellation.
Where cancellation or 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.
If a delivery cannot be completed because the customer is unavailable after the delivery date has been booked, a £40 redelivery charge will apply where a further delivery attempt is required.
If you choose to cancel the order instead of arranging redelivery following a failed delivery, any refund will be subject to applicable carriage costs incurred in connection with the failed delivery, subject to your statutory rights.
For eligible online and distance purchases, consumers generally have a statutory right to cancel their order within 14 days from the day after the goods are received, without providing a reason. Certain products and circumstances are excluded from this right.
To exercise your cancellation or return right, please email service@paneldeals.co.uk within the applicable cancellation period, quoting your order number.
If you exercise a statutory cancellation right, you should return the goods without undue delay and normally within 14 days of notifying us of your cancellation.
Unless the return is due to our error or the goods are faulty, the customer will normally be responsible for the direct cost of returning the goods where the applicable cancellation rules permit this.
Products should be returned unused and in a condition that allows us to assess them and, where applicable, return them to resaleable condition.
Customers may be responsible for any reduction in the value of goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and functionality.
Email service@paneldeals.co.uk with:
Your order number.
The reason for the return, where applicable.
Whether you require collection or intend to arrange the return yourself.
We will provide the appropriate return address and any specific instructions required for your return.
Products must be adequately protected against damage during transit.
Please do not use the original product packaging as the outer shipping container where doing so could expose the product to damage during transportation.
If you arrange your own return, we recommend using a tracked delivery service and retaining proof of postage.
We cannot accept responsibility for goods that are lost or damaged while being returned by a customer using their own carrier, except where required by law.
Please inspect your order as soon as possible after delivery and before cutting, modifying or installing any products.
Do not cut, modify or install products until you have checked the quantity, condition, colour, finish and product type.
PanelDeals cannot be responsible for installation, labour or tradesperson costs resulting from issues that could reasonably have been identified before installation.
If products arrive damaged, incorrect, visibly colour-mismatched or incomplete, please contact us as soon as possible, ideally within 48 hours of delivery, and provide:
Your order number.
A clear description of the issue.
Clear photographs of the affected products.
Photographs of the packaging, where relevant.
Confirmation that the affected products remain unused, uncut and uninstalled.
Claims reported after 72 hours may be more difficult to investigate, particularly in relation to site deliveries. However, this does not limit or affect any statutory rights you may have.
Where damage is visible at the time of delivery, please notify the courier and, where possible, record the damage on the delivery paperwork.
If you are unable to inspect the goods immediately, make this clear on the delivery paperwork where the courier permits this.
Depending on the circumstances and your statutory rights, an approved claim may result in:
A replacement.
A repair.
A refund.
Another appropriate remedy available under applicable law.
Certain products may be excluded from statutory cancellation rights or may not be eligible for a change-of-mind return. These may 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, restrict or otherwise affect your statutory rights relating to faulty, misdescribed or otherwise non-conforming goods.
Where a refund is due and approved, it will normally be made to the original payment method used for the purchase.
For statutory cancellations, refunds will be processed 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 until the customer provides appropriate evidence that the goods have been sent back, where 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 the funds appear in your account.
Where required by applicable law, a statutory cancellation refund will include the cost of the least expensive standard delivery option originally offered. Any additional amount paid for an upgraded or premium delivery service may not be refundable to the extent permitted by law.
If you believe a refund is overdue, please contact service@paneldeals.co.uk quoting your order number.
Standard deliveries are kerbside/doorstep only. Customers are responsible for ensuring that suitable assistance is available for unloading and moving products after delivery.
All products should be checked for quantity, condition, colour, finish and product type before cutting, modifying or installing them.
PanelDeals is not responsible for installation, labour or tradesperson costs arising from delivery delays, damaged goods, shortages, incorrect products or other issues that could reasonably have been identified before installation.
Products must be packaged securely to minimise the risk of damage during return transportation.
Where you arrange the return yourself, we recommend using a tracked return service and retaining proof of postage.
If you need to cancel an order, request a return, report a problem with your order or enquire about a refund, please contact us:
PanelDeals
Email: service@paneldeals.co.uk
Website: www.paneldeals.co.uk
Last Updated: 9 August 2026