This Delivery, Returns & Refunds Policy explains everything you need to know about delivery, receiving your order, reporting issues, returns, cancellations and refunds when purchasing from PanelDeals.
We aim to make ordering from PanelDeals as simple and straightforward as possible. Please read this Policy carefully before placing your order, particularly when purchasing large, bulky or decorative building materials.
Nothing in this Policy affects or limits your statutory rights under applicable UK consumer protection legislation.
PanelDeals currently delivers to Mainland UK only.
We do not currently deliver to:
Republic of Ireland
Northern Ireland
Offshore islands
Scottish Highlands
Other restricted or hard-to-reach locations where our courier services 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.
Standard deliveries are made Monday to Friday, between 8:00 AM and 5:00 PM, excluding UK Bank Holidays.
| Product / Order Type | Estimated Delivery |
|---|---|
| Acoustic Wall Panels | 2–5 working days |
| PVC Wall Panels & Accessories | 2–5 working days |
| Smaller Orders & Samples | Usually within 48 hours |
Delivery times are estimates and are not guaranteed. Delays may occasionally occur due to courier operations, traffic, adverse weather or other circumstances outside our reasonable control.
Please do not arrange installation, book tradespeople or schedule contractors until your complete order has arrived and has been inspected.
PanelDeals cannot be responsible for installation, labour or other costs resulting from delivery delays, damaged goods, incorrect products, shortages or other issues with an order.
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 using 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.
If you require a particular delivery date, next-day delivery, weekend delivery or delivery outside our 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 that may apply.
Email: service@paneldeals.co.uk
A specific delivery date or time should not be considered confirmed unless it has been expressly agreed by PanelDeals.
Delivery charges are calculated automatically at checkout and may depend on factors including:
Product type
Order quantity
Delivery location
Order value
Delivery method
The applicable delivery charge will be clearly displayed before you complete your purchase.
All standard deliveries are kerbside/doorstep deliveries 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 suitable arrangements to handle and move the goods after delivery.
Please inform us before placing your order 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 only after an order has been placed, additional delivery arrangements or charges may apply.
Customers should ensure that a responsible adult is available to receive larger deliveries.
Please inspect your products as soon as they arrive and before cutting, installing or otherwise using them.
Before installation, please 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.
If any items appear to be missing from your delivery, please notify the courier immediately where possible and contact PanelDeals as soon as possible.
If an item arrives damaged, incorrect or has an obvious colour mismatch, please contact us within 48 hours of delivery.
Email service@paneldeals.co.uk and provide:
Your order number.
A clear description of the problem.
Clear photographs of the affected products.
Photographs of the packaging, where relevant.
Confirmation that the affected items have not been cut, modified or installed.
Claims reported after 72 hours may be more difficult to investigate, particularly in relation to site deliveries.
Please retain the affected goods and packaging until your claim has been resolved.
Once we receive your claim, our team will review the information provided and may request additional photographs or information to help us assess the issue.
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 reasonably have been identified before installation.
Customers are responsible for being available to receive their delivery once a delivery date has been booked.
If a delivery cannot be completed because the customer is unavailable after the delivery has been booked, a £40 redelivery charge will apply where another delivery attempt is required.
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, any refund may be reduced by applicable carriage costs incurred in connection with the failed delivery, subject to your statutory rights.
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 that 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.
Click & Collect is available by appointment only from:
The Henderson Building
Bowburn North Industrial Estate
Bowburn
Durham
DH6 5NG
Orders must be placed, fully paid and confirmed as ready for collection before collection can take place.
Please check stock availability and obtain confirmation that your order is ready before travelling to the collection address.
If you wish to cancel your order, please contact us as soon as possible.
Email: service@paneldeals.co.uk
We will make reasonable efforts 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 applicable charges may apply, subject to your statutory rights.
Custom-made, customised or specially sourced products may be subject to additional cancellation restrictions where permitted by law.
Return requests should 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 should be:
Unopened.
Unused.
In their original condition.
Suitable for resale.
Properly packaged for return.
Unless otherwise required 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 removes, restricts or limits your statutory consumer rights.
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.
Once a fault has been identified, faulty products should not be installed or further used.
Where a refund is approved, it will normally be processed after the returned goods have been received and inspected, where applicable.
Refunds usually take 5–7 working days to process after approval. The time required for the 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.
Where required by applicable law, refunds will be processed in accordance with your statutory rights.
For products including acoustic wall panels, PVC wall panels, shower panels, flooring and other decorative building materials, customers must inspect the products carefully before cutting, modifying or installing them.
Where multiple panels are being installed together, we strongly recommend checking all panels before installation to ensure that the colour, finish, pattern and overall appearance are suitable.
Natural wood veneers and decorative finishes may have variations in grain, tone, texture and pattern. Such variations can form part of the natural or decorative characteristics of the product.
Once a product has been cut, modified or installed, we may not be able to accept a claim for an issue that could reasonably have been identified before installation.
This does not affect any statutory rights you may have in relation to faulty, misdescribed or otherwise non-conforming goods.
If you have any questions about your order, delivery, collection, returns, cancellations or refunds, please contact our customer service team.
PanelDeals
Email: service@paneldeals.co.uk
Website: www.paneldeals.co.uk
Last Updated: 9 August 2026