Refund policy

Returns & Refunds Policy

Panel Hub

This Returns & Refunds Policy explains how returns, cancellations, refunds, replacements, and store credit are handled at Panel Hub.
It should be read alongside our Terms & Conditions, which contain the full legal terms governing your purchase.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Standard Products – Your Right to Cancel

For standard (non-bespoke) products, you have the legal right to cancel your order within 14 days of receiving the goods, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

How to Cancel

• You must notify us in writing via:
• Email: info@panel-hub.co.uk
• Or our website contact form
• Please include your order number and reason for cancellation.

Returning the Goods

• If the goods have already been delivered, you must return them to us within 14 days of cancellation.
• You are responsible for the cost of return shipping, unless we agree otherwise in writing.
• Products must be:
• Unused
• Uninstalled
• Uncut and unmodified
• In a resaleable condition
• Returned in original packaging

Refunds

• Refunds will be issued within 14 days of:
• Receiving the returned goods
  
• Refunds are made to the original payment method.
• Delivery charges are non-refundable, except where legally required.
• We may reduce the refund if the goods show signs of handling beyond what is necessary to inspect them.

2. Exempt Products – No Change-of-Mind Returns

The following products are exempt from the 14-day right to cancel and cannot be returned for change of mind, as permitted under the Consumer Contracts Regulations 2013.

Exempt Products Include:

1. Bespoke, made-to-order, or customised products
• Cut-to-size panels
• Custom colours
• Products made to your specific requirements
2. LED lighting kits and electrical components
• LED strips, transformers, plugs, wiring, and modular kits
• Once opened, powered on, installed, wired, or modified, these items are non-returnable for safety and compliance reasons
3. Consumers may inspect or test LED products only as necessary to confirm:
• Visual condition
• Basic functionality using supplied components
4. Any permanent installation, wiring, cutting, or modification will void any return or remedy unless a manufacturing fault is confirmed.
5. Installed, fitted, cut, drilled, or modified products
6. Perishable or time-sensitive goods

3. Faulty, Damaged, or Incorrect Goods

Your statutory rights under the Consumer Rights Act 2015 apply if goods are faulty, damaged, or not as described.

Reporting an Issue

• Notify us as soon as reasonably practicable, ideally within 24 hours of delivery
• Reports must be made by email and include:
• Order number
• Clear photographs of the issue

This does not remove your statutory rights.

Conditions

• Goods must not be installed, cut, altered, or disposed of unless installation was necessary to identify a latent fault.
• Goods must be retained for inspection or collection.

Remedies

If a fault is confirmed, we will offer one of the following (as appropriate):

• Repair
• Replacement
• Refund

No remedy will be issued until the goods have been inspected or returned.

4. Discretionary Returns & Store Credit

For products that are exempt from statutory cancellation rights, Panel Hub may, at its sole discretion, consider a return in exceptional circumstances.

Conditions

• Requests must be made within 30 days of delivery
• Goods must be unused, uninstalled, and resaleable
• The customer is responsible for return shipping
• Original delivery charges are non-refundable
• Approval is not guaranteed

Store Credit

• Approved discretionary returns are issued as store credit only
• Store credit:
• Is non-refundable
• Is non-transferable
• Cannot be exchanged for cash
• Has a 12-month validity, unless stated otherwise

Discretionary returns do not create a legal right or entitlement.

5. Returns Procedure

1. Contact us first – all returns must be approved in writing
2. Returns sent without approval may be refused
3. Goods must be returned to the address provided by Panel Hub
4. Items returned damaged, incomplete, or unsaleable may be refused or subject to deduction

6. Delivery & Return Costs

• Return shipping costs are the customer’s responsibility unless the return is due to a confirmed fault or error
• Failed collections or missed delivery attempts may result in additional charges
• Optional or premium delivery services are non-refundable once provided

7. Abuse of Returns Policy

We reserve the right to refuse returns, refunds, or store credit where:

• The policy is misused or abused
• Repeated or unreasonable claims are made
• Goods have been deliberately damaged, installed, or altered

This does not affect statutory rights for faulty goods.

8. Contact Us

All returns, cancellations, or refund requests must be submitted via:

• Email: info@panel-hub.co.uk
• Website contact form

Please keep copies of all correspondence for your records.

Legal Notice

This policy is provided in line with:

• Consumer Rights Act 2015
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• Sale of Goods Act 1979

For full legal terms, please refer to our Terms & Conditions, which take precedence in the event of any conflict.

 

Please make sure to order enough panels for your full project in one go, as shades may vary slightly between batches. If you've shopped with us before and need more panels, just drop us a message or email and we’ll do our best to match the shade to your previous order.