Returns Policy

 

How do I return my order?

We will refund any unwanted panels up to 100 days after you receive them. The panels must be unopened and in a resellable condition. Use the packaging that the panels arrived in or something similar so that they are not damaged on the return journey. If the returning panels arrive back to our depot damaged [without prior notification] then unfortunately we will not issue a refund.

You can either arrange for your own delivery to return the items or we can collect them for you and take the cost of the transport from your refund. Selected areas only.

Once the products have arrived back at our depot we will email you confirmation of the returned products and process your refund - which will go back into your bank account between 3 to 5 working days.

Before returning items please contact us with your order reference number and the items that you wish to return.

If you are returning a web order to one of our shops please print out your order confirmation. If you cannot locate your order confirmation please contact us. We will resend your order confirmation to the email address provided when the order was originally placed. 

We recommend that all returned items are sent using a carrier who can supply a 'proof of posting' certificate. The goods are your responsibility until we are in receipt of them.

Do I have to pay to return?

We're sorry but we don't offer a free return service. You can either arrange for your own delivery to return the items or we can collect them for you and take the cost of the transport off your refund. Selected areas only.

If you have received the wrong order or items are damaged, we will cover the cost of returning items and sending out replacements.

You've sent me the wrong items

Occasionally mistakes do happen. We're sorry if this happened to you, but you have our promise that we'll do our best to get the right items to you as soon as possible. Please contact us and let us know so that we can resolve this issue.

The items I received are damaged

If the goods you received are damaged please get in touch with Customer Service immediately. Check out our Damages section for more information.

How long can I keep my order before returning?

We ask you return your items to us within 100 days of receiving them. If you are out with the 100 days please get in touch with Customer Service to see if we can find a resolution. 

How long will it take to process my return?

Returns are typically processed within 48 hours of receiving the goods back.

Please allow up to 5 working days for refunds to show up in your bank account. This time frame is dictated by your bank or card issuer and we have no control over it. 

When will I receive my exchange?

Exchanges will usually be processed and dispatched within 48 hours of us receiving the original goods back. 

If we haven't the stock available we'll refund you your original order and send you an email to let you know. 

Consumer right to cancel

In addition to our Returns Policy, under the Distance Selling Regulations EU customers have 14 days (beginning the day after receipt) to cancel your purchase (unless it is a custom product).

Order cancellations must be made in writing to Customer Service quoting your order number, either by post or email via . In this case, we will provide a full refund but you must return the cancelled items to us in their original packaging and resellable condition. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost. 

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