Terms of service

Terms & Conditions of Sale

 

This page (together with any documents expressly referred to on it) sets out information about us and the legal terms and conditions (“Terms”) on which we sell any of the products (“Products”) listed on our website (our “Site”) to you.

These Terms apply to any contract between you and Panel Hub for the sale of Products (the “Contract”). Please read these Terms carefully and ensure that you understand them before placing an order. By ordering any Products from our Site, you confirm that you agree to be bound by these Terms and any other documents expressly referred to within them.

By placing an order with Panel Hub, you are deemed to have accepted these Terms. We recommend that you print a copy or save a copy of these Terms for your records.

We may update these Terms from time to time. The version of the Terms in force at the time you place your order will apply to your Contract.

These Terms, and any Contract formed between you and Panel Hub, are provided in the English language only.

1. INFORMATION ABOUT US

1.1 Company Details

We operate the website www.panel-hub.co.uk. We trade as Panel Hub, based at Unit B3, Newton Business Park, Talbot Road, Hyde, SK14 4UQ, United Kingdom.

1.2 Contacting Us

If you wish to contact us for any reason, including queries, requests, or complaints, you can do so via:

• Our Contact Us page: https://panel-hub.co.uk/pages/contact
• Email: info@panel-hub.co.uk
• Telephone: +44 0800 157 7574 during our normal business hours

1.3 Language and Communication

All communications and correspondence with Panel Hub will be conducted in English.
Any notices we send to you, including order confirmations, updates, or other communications relating to your order or these Terms, will be sent using the contact details you provide when placing your order.

1.4 Contract Formation

A legally binding contract between you and Panel Hub is formed only when we issue an Order Confirmation confirming acceptance of your order.
Until such confirmation is issued, we reserve the right to decline or cancel your order without obligation.

1.5 Terms Version and Applicability

The version of these Terms in force at the time you place your order will apply to the Contract between you and Panel Hub.
These Terms apply exclusively in the English language.

2. OUR PRODUCTS

2.1 Illustrative Images
The images of Products on our Site are for illustrative purposes only. While we take care to display colours, finishes, and textures accurately, variations may occur due to screen settings, lighting, and photography. Slight differences between images and delivered Products are normal and do not constitute a defect.

2.2 Dimensions, Sizes, and Tolerances
All weights, dimensions, capacities, and measurements listed on our Site are provided as accurately as possible. However, due to manufacturing and cutting processes, all measurements have a standard tolerance of ±2%. Customers should consider this when planning installation or calculating coverage.

2.3 Packaging Variations
Product packaging may differ from the images shown on the Site. This can include box size, labelling, or protective materials. Such variations do not affect the quality, performance, or completeness of the Products.

2.4 Product Availability
All Products are subject to availability. If a Product you order is out of stock, discontinued, or otherwise unavailable, we will inform you as soon as possible by email. We will not process orders for unavailable Products until confirmed with the customer. Where payment has already been made, a full refund or an alternative solution will be offered.

2.5 Additional Components
For specific Products, such as fencing panels, additional components or accessories may be automatically added to your order to ensure proper installation. This is standard practice and ensures your order is complete and functional.

2.6 Understanding Natural Weathering (Leaching) of Composite Products
Some Products, particularly composite fencing panels, may undergo natural colour changes over time:

• Leaching – Composite panels contain recycled wood fibres and plastics. Natural wood oils (tannins) may migrate to the surface, causing temporary lightening, streaking, or mild fading.
• Duration – This process typically stabilises within 4–6 months of outdoor exposure.
• Impact – Leaching does not affect structural integrity, durability, or performance of the Products.

Customer Guidance:

• Leaching is normal and expected; it is not a defect.
• Exposure to sunlight, rain, and environmental conditions may influence the speed or appearance of leaching.
• No maintenance or treatment is required to prevent or stop leaching; it is part of the natural life cycle of the Product.

2.7 Custom or Made-to-Order Products
Products manufactured in small batches or made specifically to your order may have minor variations in texture, finish, or colour. Such variations are normal and do not constitute a fault.

2.8 Imported and UK-Compliant Products
Certain Products, including panels, artificial trees, planters, LED kits, and other decorative items, are imported based on demand and order placement. Delivery times may vary, and minor variations between batches are standard and expected.

All Products supplied by Panel Hub, whether imported or manufactured in the UK, comply with UK safety standards and regulations. Where applicable, Products are tested and certified to meet required performance, safety, and quality standards. Customers can have confidence that all items are safe, reliable, and fit for purpose.

3. USE OF OUR SITE

Your use of the Panel Hub website, including all pages, tools, and services, is subject to our Website Terms of Use and Website Acceptable Use Policy. By accessing or using our site, you agree to comply with these rules and accept responsibility for your activity on the site.

Key Points:

• Access and Use: You may use our website only for lawful purposes and in accordance with these Terms. You must not use the site in any way that could damage, disable, overburden, or impair the site, or interfere with any other user’s access or use.
• Prohibited Actions: You must not attempt to gain unauthorised access to our systems, accounts, or servers, or bypass any security measures. Any such activity may constitute a criminal offence under the Computer Misuse Act 1990.
• Intellectual Property: All content on the site, including text, images, graphics, logos, and software, is the property of Panel Hub or our licensors and is protected by UK copyright, trademark, and other intellectual property laws. You may not reproduce, distribute, or create derivative works from our content without our express written permission.
• Accuracy of Information: While we make every effort to keep our site accurate and up-to-date, Panel Hub does not guarantee that the site will always be error-free, complete, or free from viruses or other harmful elements.
• Third-Party Links: Our website may contain links to third-party websites for convenience. Panel Hub is not responsible for the content, policies, or practices of any third-party site.
• Changes to the Site: Panel Hub reserves the right to modify, suspend, or discontinue any part of the site at any time without notice.

Legal Basis:

• Contract Law: Your use of the website forms a binding agreement between you and Panel Hub.
• Computer Misuse Act 1990: Unauthorised access or disruption of IT systems is prohibited.
• Intellectual Property Law: Copyright, trademark, and database rights apply.

4. HOW WE USE YOUR PERSONAL INFORMATION

Panel Hub takes your privacy seriously and is committed to handling your personal information in a safe, lawful, and transparent manner. Any personal information collected through our website or services is processed in accordance with our Privacy Policy.

Key Points:

• Types of Information Collected:
  Personal information may include your name, email address, phone number, delivery and billing addresses, payment details, and any other information you provide when interacting with our website or making an order.
• Purpose of Use:
  We use your personal information to:
• Process and fulfil your orders, including delivery and after-sales support.
• Communicate with you about your orders, account, or inquiries.
• Improve our products, services, and website functionality.
• Comply with legal obligations, including accounting, tax, and regulatory requirements.
• Send marketing communications only if you have opted in to receive them.
• Sharing of Information:
  We do not sell your personal information. It may be shared with trusted service providers who assist in fulfilling orders, processing payments, delivering goods, or providing customer support. These providers are contractually required to keep your information secure and only use it for the purposes we specify.
• Data Retention:
  Your personal information is retained only as long as necessary to fulfil the purposes above or as required by law. After this period, your data will be securely deleted or anonymised.
• Your Rights:
  You have the right to access, correct, or request deletion of your personal information. You may also object to certain processing activities. Full details are provided in our Privacy Policy.
• Security:
  Appropriate technical and organisational measures are implemented to protect your personal information from unauthorised access, disclosure, alteration, or destruction.
• Cookies and Tracking:
  Our website may use cookies and similar technologies to enhance browsing, analyse traffic, and provide personalised content. You can manage your preferences via your browser settings.

Legal Basis:

• UK Data Protection Act 2018 and UK GDPR – lawful processing, storage, and use of personal information.
• Consumer Contracts Regulations 2013 – personal data used for order processing and communication.
• Contract Law – processing is necessary to fulfil contractual obligations with you.

 

5. CONSUMER TERMS

Panel Hub is committed to providing a clear and fair shopping experience. This section outlines your rights and responsibilities as a consumer, and how these interact with statutory protections under UK law.

5.1 Minimum Age Requirement

• You must be at least 18 years old to purchase Products from our website.
• By placing an order, you confirm that you meet this age requirement.
• Orders placed by persons under 18 may be cancelled, and any payments refunded in accordance with clause 11 (Price of Products and Delivery Charges).

5.2 Consumer Legal Rights

• As a consumer, you have statutory rights under the Consumer Rights Act 2015 and other relevant legislation, including:
• The right to receive Products that are of satisfactory quality, fit for purpose, and as described on our website.
• The right to remedies if Products are faulty, damaged, or not as described, including repair, replacement, or refund.
• Certain Products are made-to-order, bespoke, or customised, including panels, colours, or sizes specified by you. For these items:
• The right to cancel or return is limited once production or delivery has started, in line with Consumer Contracts Regulations 2013, as returning bespoke items may cause disproportionate costs to the business.
• Nothing in these Terms limits or replaces your statutory rights. You may always exercise these rights independently of our policies.
• For further guidance on your legal rights, you can contact your local Citizens’ Advice Bureau or Trading Standards Office.

5.3 Consumer Responsibility

• You must provide accurate information when placing an order, including contact details, delivery address, and payment information.
• You are responsible for checking the Products upon delivery and reporting any issues promptly in accordance with Section 8 (Right of Return and Refund).
• You agree not to use Products for commercial resale or business purposes unless explicitly agreed in writing with Panel Hub.
• For bespoke or made-to-order Products, once production begins or the Product is dispatched, cancellation or changes may not be possible.

Legal Basis:

• Consumer Rights Act 2015 – statutory protections for faulty or mis-described goods.
• Contract Law – establishes the binding agreement between you and Panel Hub.
• Consumer Contracts Regulations 2013 – governs online and distance selling, including cancellation rights, with exceptions for bespoke/made-to-order Products.

 

6. HOW THE CONTRACT IS FORMED BETWEEN YOU AND PANEL HUB

Panel Hub aims to make the process of ordering and purchasing Products straightforward and transparent. This section explains how a legally binding contract is formed between you (the customer) and Panel Hub.

6.1 Placing Your Order

• Our online ordering system allows you to review, amend, and confirm your order before submission.
• You should carefully check all details, including:
• Product selection
• Quantities
• Delivery address
• Payment method
• By submitting your order, you are making an offer to purchase the Products subject to these Terms.

6.2 Acknowledgment of Order

• After submitting your order, you will receive an acknowledgment email confirming that we have received your order.
• This acknowledgment does not constitute acceptance of your order or a binding contract. It simply confirms receipt of your request.

6.3 Order Acceptance and Formation of Contract

• The contract between you and Panel Hub is only formed when we send you an Order Confirmation email.
• The Order Confirmation will include:
• A summary of the Products ordered
• Total price payable, including VAT and delivery charges
• Expected delivery date or timeframe
• Until you receive the Order Confirmation, Panel Hub is not legally obliged to supply the Products.

6.4 Inability to Supply

• In some cases, we may be unable to supply a Product you have ordered. This may occur due to:
• Product being out of stock or discontinued
• Errors in pricing, product description, or website listing
• If this occurs, we will notify you by email as soon as possible and will not process your order for that Product.
• Any payments you have already made for Products we cannot supply will be refunded in full using the same payment method as used for the purchase, as soon as reasonably possible.

6.5 Modifications to Your Order

• Requests to modify an order after submission must be made in writing via our Customer Services contact page.
• Panel Hub may, at its discretion, accept or reject requests for changes.
• Once an Order Confirmation has been issued, the order details are considered final and binding, except where changes are permitted under cancellation or return rights.

6.6 Bespoke or Custom Products

• For bespoke, custom, or made-to-order Products (including panels made to specific sizes or colours):
• Once production or dispatch has started, changes or cancellations may not be possible.
• Any cancellation or returns will be handled in line with Section 8, taking into account the bespoke nature of the Product.

Legal Basis:

• Contract Law – establishes the binding agreement between you and Panel Hub.
• Consumer Contracts Regulations 2013 – governs online sales and contract formation.
• Consumer Rights Act 2015 – ensures fairness in contract formation and supply of goods.

7. OUR RIGHT TO VARY THESE TERMS

Panel Hub aims to maintain transparency and fairness in applying these Terms. While we strive for consistency, there may be occasions when it is necessary to update or revise these Terms. This section explains when and how such revisions may occur.

7.1 Circumstances Where We May Amend the Terms
We may update, amend, or revise these Terms at any time in the following circumstances:
(a) Changes in Payment Methods – If we update or modify the ways in which we accept payment from you (for example, adding new payment providers or changing existing options), we may revise these Terms to reflect those changes.
(b) Legal or Regulatory Changes – If there are changes in relevant laws, regulations, or industry standards that affect how we sell Products, deliver goods, or handle your data, we may revise these Terms to ensure compliance.
(c) Operational or Delivery Requirements – In rare cases, we may change the courier or postal service used to deliver Products to you. Such changes will only be made if the alternative courier or postal service provides a materially similar level of service to the one originally selected by you. This ensures that your Products are delivered reliably and on time.

7.2 Terms Applicable at Time of Order

• The Terms in force at the time you place an order will apply to that Contract.
• Any changes to these Terms made after your order has been confirmed via an Order Confirmation will not affect that Contract.

7.3 Notification of Changes

• When we revise these Terms under this section, we will notify you clearly by:
• Highlighting that the Terms have been updated
• Showing the effective date of the revised Terms at the top of this policy page
• It is your responsibility to check the Terms before placing an order to ensure you understand which Terms apply.

Legal Basis:

• Contract Law – ensures that both parties are aware of the terms governing their agreement at the time of contract formation.
• Consumer Contracts Regulations 2013 – requires that consumers are given clear notice of changes in online transactions.
• Consumer Rights Act 2015 – ensures fairness, clarity, and transparency in contractual terms.

8. FAULTY, DAMAGED, OR INCORRECT GOODS

Panel Hub takes reasonable care to ensure that all Products are supplied in accordance with your order and are in satisfactory condition at the time of delivery. Where Products are faulty, damaged, or incorrect, the provisions of this Section 8 apply.

8.1 Notification of Faults or Errors

• You must notify Panel Hub as soon as reasonably practicable, ideally within 24 hours of delivery, if any Product is faulty, damaged, or incorrect.
• Notifications must be made in writing by email and include clear photographic evidence showing the fault, damage, or error.
• Prompt notification assists us in investigating claims efficiently; however, failure to notify within 24 hours does not affect your statutory rights.

8.2 Condition of Goods

To qualify for any remedy under this Section:
(a) Products must not have been installed, cut, altered, or used, unless installation was reasonably required to identify a latent defect;
(b) Products must not have been disposed of;
(c) Products must be retained in a condition that allows inspection by Panel Hub or our appointed carrier.

Panel Hub is not responsible for faults or damage identified after installation, modification, misuse, or improper handling, where such issues were not present at the time of delivery.

8.3 Inspection and Collection

• Where a claim is accepted, Panel Hub will arrange collection of the affected Products at no cost to the customer.
• No replacement, refund, or credit will be issued until the Products have been returned and inspected.
• Panel Hub reserves the right to refuse a remedy where inspection shows that the Products:
• were not faulty, damaged, or incorrect at the time of delivery; or
• have been damaged after delivery due to handling, storage, installation, or misuse.

8.4 Remedies

Following inspection and confirmation that the Products do not conform to the Contract, Panel Hub will provide a remedy in accordance with the Consumer Rights Act 2015, which may include:
(a) repair of the Products;
(b) replacement with identical or equivalent Products; or
(c) a refund of the price paid for the affected Products.

The appropriate remedy will be determined in line with statutory consumer law and the circumstances of the claim.

8.5 Exclusions

No refund, replacement, exchange, or store credit will be offered where:
(a) Products were supplied correctly and without defect;
(b) Damage occurred after delivery due to customer handling, storage, installation, or misuse;
(c) Products have been installed, cut, altered, or incorporated into any structure, except where a manufacturing fault is proven;
(d) The issue relates solely to wear and tear or cosmetic damage caused after delivery;
(e) Products are bespoke, made-to-order, or customised, except where a manufacturing defect is confirmed.

8.6 Processing of Remedies

• Approved remedies will be processed within a reasonable period following inspection.
• Refunds will be issued to the original payment method, unless otherwise agreed in writing.
• Replacement items will be dispatched once returned Products have been received and inspected.

Nothing in this Section 8 limits or excludes your statutory rights under the Consumer Rights Act 2015. Where Products are faulty, not as described, or unfit for purpose, you are entitled to the remedies provided by law.

9. Consumer Right to Cancel (Standard Products)

You may cancel an order for standard (non-bespoke) Products within 14 days of receiving the goods, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

• Cancellation must be made in writing via email or our website contact form.
• If the order has already been dispatched or delivered, the customer is responsible for returning the Products to Panel Hub at their own cost, either by arranging return delivery or returning the goods in person.
• Returned Products must be unused, uninstalled, and in a resaleable condition.
• Refunds will be issued within 14 days of receiving the returned Products or proof of return.
• Optional or premium delivery charges are non-refundable.
• Panel Hub reserves the right to reduce the refund where Products show signs of handling beyond what is necessary to inspect them.

This right does not apply to bespoke, personalised, cut-to-size, or made-to-order Products.

Nothing in this section affects your statutory rights where Products are faulty or not as described.

Legal Basis:
Consumer Contracts Regulations 2013; Consumer Rights Act 2015

10. Exempt Products – No Automatic Cancellation

Certain products are exempt from the statutory 14-day right to cancel under the Consumer Contracts Regulations 2013. Change-of-mind returns are not permitted for these items.

10.1 Exempt Products

Exempt products include, but are not limited to:

1. Bespoke, made-to-order, or customised products – cut-to-size panels, custom colours, unique specifications, or items made to your precise requirements. These cannot be resold if returned.
2. LED lighting kits and electrical components – modular kits including LED strips, short wires, plugs, and transformers. These are not returnable once opened, powered on, or used, due to hygiene, safety, and electrical compliance reasons.                                                                                                                              Consumers may inspect or test items on delivery  only as necessary to establish the nature, characteristics, or functioning of the product, limited to:
• Visual inspection;
• Powering on using supplied components;
• Basic testing in accordance with the supplied instructions.

• Any permanent installation, wiring, cutting, or modification beyond this will void any potential remedy.

Consumers may inspect items as necessary to confirm quality or functionality, but installation, wiring, or modification beyond inspection will void any potential return or remedy.Upon inspection, if a fault is identified, Panel Hub will consider repair, replacement, or refund provided the product remains unused. Detailed instructions are available upon request, and a qualified electrician is recommended for installation.

1. Perishable or time-sensitive goods – items likely to deteriorate or expire rapidly after delivery.
2. Installed, fitted, cut, drilled, or otherwise modified products – any item physically altered in a way that affects resale value or usability.

10.2 Faults and Remedies

• If an exempt product is delivered faulty or damaged, Panel Hub will consider repair, replacement, or refund, provided the fault is reported promptly and the product remains unused.
• Faults identified after installation, wiring, or modification cannot be accepted.
• Approved returns may be collected by Panel Hub or returned by the customer at their own cost.

 Legal and Safety Basis

• Consumer Contracts Regulations 2013 (Regulations 32–35) – exempts certain items from change-of-mind returns.
• Consumer Rights Act 2015 (Sections 9, 19, 34) – goods must conform to description and be of satisfactory quality until used or altered.
• Electrical Equipment (Safety) Regulations 2016 – handling, wiring, or powering electrical products incorrectly may create hazards, void warranties, and make the product non-returnable.

11. Discretionary Returns & Store Credit – Exceptional Circumstances

While certain products are exempt from statutory cancellation rights, Panel Hub may, at its sole discretion, consider returns in exceptional circumstances. This is a courtesy to maintain customer satisfaction and is not a legal obligation.

11.1 Conditions for Discretionary Returns

1. Requests must be made within 30 days of delivery.
2. Goods must be unused, uninstalled, and returned in a condition suitable for resale. Returns that are damaged, altered, or unsellable may be refused or may incur additional charges.
3. The customer is responsible for arranging and paying return shipping, unless otherwise agreed in writing.
4. Original delivery charges and handling fees are non-refundable, regardless of the reason for return.
5. Returns will only be accepted once Panel Hub has confirmed the condition of the goods.

11.2 Store Credit

• Only store credit will be issued for discretionary returns.
• Store credit is:
  • Non-transferable
  • Non-refundable
  • Valid for a specified period, which will be clearly communicated at the time of issue.

Legal Basis

• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Reg. 32–35
• Consumer Rights Act 2015, Sections 9, 19, and 34

This policy is entirely discretionary and does not create a contractual right for the customer. Customers should not assume that a return or store credit will automatically be granted for exempt products, including bespoke or custom items.

 

12. Change-of-Mind & Delivery Fees

Responsibility for Return Shipping

• For non-exempt items, if a consumer exercises their statutory right to cancel after delivery, the cost of returning the goods is the consumer’s responsibility, unless Panel Hub has expressly agreed to arrange collection.

Discretionary or Change-of-Mind Returns

• For discretionary returns, bespoke items, or any change-of-mind returns, Panel Hub is not obliged to refund delivery charges, because the delivery service has already been provided in full.

Legal Basis

• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulations 29–31
• Consumer Rights Act 2015, Sections 19–22

 

13. Returns Procedure

13.1 Approval Required

• All returns must be pre-approved in writing by Panel Hub. Returns sent without prior authorization may be refused or returned at the customer’s expense.

13.2 Return Timeframe

• Consumers should return goods within 14 days of delivery (for statutory cancellations).

13.3 Return Method

• Goods must be returned to the address specified by Panel Hub.

13.4 Condition of Returned Goods

• Returned items must be:
• Unused and uninstalled
• In a resaleable condition
• In their original packaging

Products must not be damaged, and packaging should be returned in good condition. Returns failing to meet these standards may be refused.

13.5 Responsibility for Return Costs

• Unless Panel Hub has expressly agreed to collect the goods, the customer is responsible for all return shipping costs.

Legal Basis

• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulations 29–31
• Consumer Rights Act 2015, Sections 19–22

 

14. Store Credit

14.1 When Store Credit Applies

• Store credit may be issued at Panel Hub’s discretion for:
• Approved cancellations outside the statutory 14-day cancellation period for exempt or bespoke items.
• Discretionary returns where full refunds are not applicable.
• Any accepted returns other than those covered by statutory rights will have their value applied as store credit.
• Store credit is non-refundable, non-transferable, and cannot be exchanged for cash.
• Approval of returns or store credit is entirely at Panel Hub’s discretion and does not create a contractual or statutory entitlement.

14.2 Using Store Credit

• Store credit can be applied toward future purchases of products on the Panel Hub website.
• The value of store credit will be applied in full toward the order total, excluding delivery charges, unless otherwise stated.
• Store credit cannot be combined with other promotional codes, discounts, or offers, unless explicitly allowed.

14.3 Validity and Expiry

• Store credit is valid for 12 months from the date of issue, unless otherwise specified.
• Any unused store credit after expiry will be forfeited without compensation.

14.4 Limitations and Responsibility

• Store credit may only be used by the original recipient and cannot be sold, gifted, or transferred without prior written consent from Panel Hub.
• Panel Hub is not liable for any loss of store credit due to account compromise or unauthorized use if the customer fails to safeguard login credentials.

14.5 How to Redeem

• To redeem store credit, enter the unique store credit code at checkout, or contact Customer Service for manual application if needed.

Legal Basis

• UK Contract Law – store credit represents a prepaid contractual benefit rather than a cash refund.
• Consumer Contracts Regulations 2013 – discretionary benefits may be offered without creating an obligation for cash refund.

Important Note:

• Store credit is offered at our discretion for non-exempt returns and does not affect your statutory rights for faulty or incorrect products under the Consumer Rights Act 2015.

 

15. Abuse of Returns Policy

15.1 Right to Refuse
Panel Hub reserves the right to refuse returns, exchanges, or store credit in cases where:

• The returns policy is misused or abused, including attempts to circumvent the terms outlined in this policy.
• Repeated, unreasonable, or fraudulent claims are made by the consumer.
• Goods have been installed, modified, altered, or intentionally damaged, making them unsuitable for resale.

Legal Note

• This clause does not restrict statutory consumer rights for standard products under the Consumer Contracts Regulations 2013 or Consumer Rights Act 2015.
• It applies only to discretionary returns or returns that are not legally required.

 

16. Order Cancellation and Amendments

16.1 Cancellation Requests – Before Dispatch

• Customers may request to cancel their order before the goods have been dispatched.
• Panel Hub may, at its discretion, approve or reject cancellation requests, depending on the status of the order, stock allocation, and operational feasibility.
• Cancellation approval is not guaranteed, and is subject to the order not having entered the dispatch or production process.

16.2 Cancellation Requests – After Dispatch

• For standard products, customers retain their statutory right to cancel within 14 days of delivery under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
• For bespoke, made-to-order, or customised products, statutory cancellation rights do not apply once production has commenced.

16.3 Amendments to Orders

• Minor amendments (e.g., color, size, or quantity adjustments) may be requested before dispatch.
• Amendments are subject to operational feasibility and may incur a reasonable processing fee if the order has already entered production or packaging.

16.4 How to Request Cancellations or Amendments

• All requests must be submitted via email to customer service. Requests via phone, social media, or other channels are not accepted to ensure a clear record.

Legal Basis

• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulations 29–31
• Consumer Rights Act 2015, Sections 9 and 19
• Sale of Goods Act 1979, Section 12 – bespoke or customised goods are excluded from statutory cancellation once production has started

Notes for Clarity:

• This section applies to all orders (standard and bespoke) before dispatch.
• For standard products, statutory rights after delivery remain fully in force.
• Panel Hub’s discretion applies only pre-dispatch and is intended for operational management, not to override legal consumer rights.

17. Delivery & Fulfilment – Standard Products

17.1 Order Processing

• Once your order is placed, you will receive confirmation via call, voicemail, or email that we have received it.
• After confirmation, orders are prepared and handed to our transport team for delivery, usually within 7–14 business days, depending on stock and transport logistics.
  Legal Basis: Consumer Contracts Regulations 2013 – supplier must perform contract within the agreed timeframe.

17.2 Delivery Completion & Responsibility

• Delivery is complete when Products are delivered to the address you provided.
• All deliveries are door-to-door only. Any additional handling (e.g., upstairs or interior placement) is the customer’s responsibility.
• For flats or apartments, delivery will be to the ground floor/main entrance.
• Requests to place Products elsewhere are at the customer’s risk; ensure the space is safe and accessible.
• Ownership passes to the customer after full payment, including delivery charges.
  Legal Basis: Sale of Goods Act 1979, Sections 17–18 – transfer of property and risk.

17.3 Missed Delivery / Failed Attempts

• Customers must rearrange delivery.
• Re-delivery charges may apply, or customers may collect items from our warehouse.
  Legal Basis: Consumer Rights Act 2015 – supplier not liable for customer unavailability.

17.4 Missing Items

• Missing items must be reported within 30 days of delivery. Reports after this will not be accepted.
• Contact Customer Service with order details and a description of missing items.
• Validated claims will result in replacement or appropriate remedy.
  Legal Basis: Sale of Goods Act 1979, Section 13; Consumer Rights Act 2015, Section 19.

17.5 Special Access & Delivery Time Requests

• Notify us in advance if specific delivery times or access arrangements are required.
• We will attempt to accommodate requests; if not possible, an alternative delivery address may be required.
• Standard delivery is 7–14 business days, between 07:00–21:30. Delays may occur due to stock or transport issues.
  Legal Basis: Consumer Contracts Regulations 2013 – supplier may rely on attempted delivery to fulfil obligations.

17.6 Delivery Updates & Tracking

• Once scheduled, you will receive an email confirming the delivery date.
• Tracking details are provided on the day of delivery.
• Customers may leave delivery instructions in the transport app.
• Rescheduling may result in the next available delivery window (7–10 business days).
• If no update is received 10 business days after order confirmation, contact Customer Service.
  Legal Basis: UK Contract Law – supplier must perform reasonably; Consumer Rights Act 2015 – reasonable delivery timeframe.

17.7 Failed Collection / Exchange Attempts (Approved Returns Only)

• For faulty or incorrect items, collection must occur on the same day as replacement delivery.
• Replacement items are handed over only after collection of originals.
• If scheduled collection/exchange fails more than twice due to customer unavailability, no further attempts will be made; the order is considered fulfilled.
• Re-delivery charges for failed attempts may apply, fees confirmed in advance.
  Legal Basis: Consumer Rights Act 2015; UK Contract Law – principle of concurrent exchange of goods; Sale of Goods Act 1979 – recover costs due to buyer’s default.

17.8 Mainland UK Delivery

• Panel Hub delivers only to mainland UK addresses.
• Orders outside this area may be shipped via a third-party agent at the customer’s cost, with confirmation required before proceeding.
• Orders outside this area, including extreme rural locations or small islands, may incur additional delivery charges beyond what is shown on the website. This includes, but is not limited to, postcodes: KW, ZE, HS, and any PA islands.
• For delivery charges to these areas, please contact our Customer Service team via email before placing your order.
  Legal Basis: UK Contract Law – supplier obligations limited to agreed delivery terms; Consumer Contracts Regulations 2013 – consumer must be notified of arrangements.

17.9 Product Acceptance & Issues on Delivery

• If Products are damaged, faulty, or not as described, you may:
• Reject the Products on delivery, or
• Notify Panel Hub within 24 hours via email with photos and details.
• Panel Hub will investigate promptly and offer replacement or an appropriate remedy.
  Legal Basis: Consumer Rights Act 2015 – goods must match description and be free from defects; Sale of Goods Act 1979 – right to reject non-conforming goods.

18. Pricing, Delivery Charges & Promotions

18.1 Product Prices

• Product prices are as listed on the Panel Hub website at the time of your order.
• We take reasonable care to ensure prices are accurate, but in rare cases errors may occur (see 18.5).
• Legal Basis: UK Contract Law – suppliers may correct errors before forming a contract; Consumer Rights Act 2015 – requirement for clear and accurate pricing.

18.2 Price Changes

• Prices may change at any time, but confirmed orders with an Order Confirmation are not affected.
• Legal Basis: UK Contract Law – contract terms are fixed once accepted.

18.3 VAT

• All prices include VAT at the current UK rate where applicable.
• If VAT rates change between order and delivery, we will adjust accordingly, unless full payment has already been received.
• Legal Basis: Value Added Tax Act 1994.

18.4 Delivery Charges

• Product prices exclude delivery unless explicitly stated.
• Delivery charges will be displayed at checkout and confirmed in your Order Confirmation.
• Deliveries to extreme rural areas or small islands (e.g., KW, ZE, HS, PA islands) may incur additional charges. Customers should contact Customer Service for clarification before ordering.
• Legal Basis: Consumer Contracts Regulations 2013 – total price including delivery must be clear before order confirmation.

18.5 Pricing Errors

• On rare occasions, a pricing error may occur. If discovered after your order:
1. We will notify you immediately.
2. You may choose to proceed at the correct price or cancel your order.
3. If we cannot contact you within a reasonable time, the order will be treated as cancelled.
• Obvious pricing errors that could reasonably have been recognised by the customer do not bind Panel Hub.
• Legal Basis: UK Contract Law – mutual consent; Consumer Rights Act 2015 – clarity and transparency of contract terms.

18.6 Promotional Codes & Discounts

• Promotional codes cannot be combined with other offers, discounts, or vouchers unless explicitly stated.
• Misuse or invalid application may result in order adjustment or cancellation.
• Promotional terms form part of the contract once applied at checkout and are legally binding.
• Legal Basis: UK Contract Law – promotional terms form part of the contract; Consumer Rights Act 2015 – supplier may set lawful conditions.

19. Additional Consumer Responsibilities & Policy Clarifications

19.1 Handling of Goods

• Consumers must handle goods carefully, consistent with what would be expected for in-store inspection.
• Damage caused by misuse, improper handling, or modification may lead to a deduction from a refund or refusal of store credit.

19.2 Proof of Purchase

• All returns, cancellations, or claims must include verifiable proof of purchase (order number, invoice, or receipt).
• Claims without proof may be refused.

19.3 Processing Timeframe

• Refunds or store credit will be issued within 14 days of:
• Receiving returned goods in resaleable condition, or
• Receiving proof that goods have been sent back.
• Refunds will be made using the original payment method unless otherwise agreed.

19.4 Non-Refundable Ancillary Costs

• Any additional services requested by the consumer (e.g., installation, premium delivery, bespoke services) are non-refundable, unless the goods are faulty or damaged.

19.5 Legal Rights Reminder

• Nothing in this section affects statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.

19.6 Contact for Returns or Complaints

• All returns, cancellations, or complaints must be initiated via email, phone, or the website contact form.
• Unauthorized returns may be refused and returned to the consumer at their cost.

19.7 Packaging Requirements

• Goods must be returned in their original packaging, intact, and in resaleable condition.
• If packaging is missing or damaged, Panel Hub may reduce the refund/store credit or refuse the return.

19.8 Dispute Resolution

• Consumers should contact Panel Hub first in case of disputes over returns, refunds, or faults.
• If disputes cannot be resolved directly, consumers may be eligible to use Alternative Dispute Resolution (ADR) schemes in line with statutory guidance.

20. Events Outside Our Control

20.1 Limited Liability for Events Outside Our Control

• Panel Hub will not be liable for any failure or delay in fulfilling our obligations under a Contract if caused by an Event Outside Our Control.
• This includes any circumstance that prevents or delays delivery, manufacturing, or other services due to factors beyond our reasonable control.

Legal Basis:

• UK Contract Law – frustration and force majeure principles; non-performance excused for events outside reasonable control (Taylor v Caldwell, 1863).

20.2 Definition of Event Outside Our Control
An Event Outside Our Control means any act, event, or circumstance beyond our reasonable control, including but not limited to:

• Strikes, lock-outs, or industrial action by third parties
• Civil commotion, riot, invasion, terrorist attack, or threat of terrorism
• War (declared or not), or threat/preparation for war
• Fire, explosion, storm, flood, earthquake, subsidence, epidemic, or other natural disasters
• Failure of public or private telecommunications networks
• Impossibility of using railways, shipping, aircraft, motor transport, or other means of public or private transport

Legal Basis:

• UK Contract Law – force majeure clauses are valid where performance is prevented by uncontrollable events.

20.3 Impact on Your Order
If an Event Outside Our Control affects your order or our obligations:
(a) Panel Hub will notify you as soon as reasonably possible via email or phone.
(b) Our obligations under the Contract will be suspended, and the timeframe for performance will be extended for the duration of the Event Outside Our Control.

Additional Notes:

• If your delivery is affected, we will arrange a revised delivery date once the Event Outside Our Control has ended.
• We will make every reasonable effort to accommodate your requests, but delays caused by such events are beyond our control.

Legal Basis:

• UK Contract Law – suspension of performance and extension of obligations in the event of force majeure.
• Consumer Rights Act 2015 – reasonable expectation of performance may be modified in uncontrollable circumstances.

21. Our Liability to You

21.1 General Liability

• Panel Hub is responsible for any loss or damage that is a foreseeable result of our breach of these Terms or our negligence.
• Loss or damage is foreseeable if it was an obvious consequence of our breach or contemplated by both you and Panel Hub when the Contract was formed.
• We are not liable for any loss or damage that is not foreseeable, including indirect, consequential, or special losses.

Legal Basis:

• UK Contract Law – foreseeability of loss as a limit to damages (Hadley v Baxendale, 1854).

21.2 Domestic Use Only

• Our Products are supplied for domestic and private use only.
• Products must not be used for commercial, business, or resale purposes.
• We are not liable for any business-related losses, including but not limited to:
• Loss of profit
• Business interruption
• Loss of business opportunity

Legal Basis:

• Consumer Rights Act 2015 – liability limited to intended use.
• Sale of Goods Act 1979, Section 14 – fitness for purpose applies only to intended use.

21.3 Modifications and Adaptations

• Panel Hub is not liable for faults, failures, or issues caused by you modifying, adapting, or altering the Products in any way.
• Alterations not in line with our instructions or intended use may void warranties and return rights.

Legal Basis:

• Consumer Rights Act 2015 – liability may be limited where Products are altered beyond intended use.

21.4 Liability We Cannot Exclude or Limit
Nothing in these Terms limits or excludes our liability for:
(a) Death or personal injury caused by our negligence;
(b) Fraud or fraudulent misrepresentation;
(c) Any breach of the terms implied by Section 12 of the Sale of Goods Act 1979 (title and quiet possession);
(d) Any breach of the terms implied by Sections 13–15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose, and samples);
(e) Defective products under the Consumer Protection Act 1987.

Legal Basis:

• Sale of Goods Act 1979 – implied terms for goods and title.
• Consumer Protection Act 1987 – strict liability for defective products.
• Common law – negligence and fraud cannot be excluded

 

22. Communication Between Us

22.1 “In Writing”

• Whenever these Terms refer to communication “in writing,” this includes e-mail.
• All official notices, requests, or confirmations sent via e-mail are valid and legally binding under these Terms.

Legal Basis:

• Electronic Communications Act 2000 – e-mails recognized as valid written notices.
• UK Contract Law – electronic communications can form part of contractual notice if properly recorded.

22.2 Cancelling a Contract / Exercising Legal Rights

• To cancel a contract under your statutory rights, you must contact Panel Hub via e-mail: info@panel-hub.co.uk.
• Keep a copy or record of any e-mail for your own records.
• A cancellation notice sent via e-mail is effective on the date it is sent, provided it is received by Panel Hub.

Legal Basis:

• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 – procedures for exercising cancellation rights.

22.3 Other Communication

• For all other queries, complaints, or updates, contact Panel Hub via e-mail.
• Communications via other channels (e.g., social media or phone) may be acknowledged but do not constitute formal written notice under these Terms.

Legal Basis:

• UK Contract Law – formal notices must be delivered in a manner recognized by both parties.

22.4 Notices from Panel Hub

• Panel Hub may contact you by e-mail to the address you provided when placing your order.
• You are responsible for ensuring your e-mail address is accurate and up-to-date.
• Notices sent by Panel Hub to your provided e-mail address are considered legally effective.

Legal Basis:

• Electronic Communications Act 2000 – e-mails are valid communication.
• UK Contract Law – notice sent to the provided e-mail address is legally effective.

23. Other Important Terms

23.1 Transfer of Rights and Obligations

• Panel Hub may transfer or assign our rights and obligations under any contract to another organisation.
• This will not affect your rights or our obligations under these Terms.
• We will notify you of any such transfer by posting an update on our website.

Legal Basis:

• UK Contract Law – assignment of rights and obligations permitted unless it materially affects the other party.

23.2 Your Rights and Obligations

• You may only transfer or assign your rights or obligations under these Terms to another person if Panel Hub provides prior written consent via e-mail.

Legal Basis:

• Contracts (Rights of Third Parties) Act 1999 – parties can restrict transfer of contractual rights.

23.3 Third-Party Rights

• This contract is solely between you and Panel Hub.
• No other person has the right to enforce any of the terms of this contract.

Legal Basis:

• Contracts (Rights of Third Parties) Act 1999, Section 1 – confirms only contracting parties may enforce terms unless expressly stated.

23.4 Severability

• Each paragraph of these Terms operates independently.
• If any paragraph is found to be unlawful, invalid, or unenforceable, the remaining paragraphs will remain in full effect.

Legal Basis:

• UK Contract Law – Severability Principle ensures enforceability of remaining contractual provisions.

23.5 No Waiver of Rights

• Failure by Panel Hub to enforce any of these Terms, or a delay in doing so, does not constitute a waiver of our rights.
• Any waiver of a default by you will only be valid in writing via e-mail.
• A waiver for one instance does not automatically waive any future breaches.

Legal Basis:

• UK Contract Law – Waiver Principle preserves rights unless expressly waived.

23.6 Governing Law and Jurisdiction

• These Terms and any contract for the purchase of products are governed by English law.
• You and Panel Hub agree to submit to the non-exclusive jurisdiction of the courts of England and Wales.
• Residents of Scotland or Northern Ireland may bring proceedings in their local courts if preferred.

Legal Basis:

• Civil Jurisdiction and Judgments Act 1982 – choice of governing law and jurisdiction is recognised.

23.7 Contract Records

• Panel Hub does not provide a filed copy of the contract.
• Your Order Confirmation and these Terms constitute the full contractual agreement between you and Panel Hub.

Legal Basis:

• UK Contract Law – written records and Order Confirmations are sufficient evidence of a contract.

 

Please make sure to order enough panels for your full project in one go, as shades may vary 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.

 

Conclusion

By placing an order with Panel Hub, you confirm that you have read, understood, and agreed to these Terms in full. These Terms constitute a legally binding agreement regarding the purchase, delivery, and use of our Products.

If you have any questions or require clarification, please contact us at info@panel-hub.co.uk before placing your order.

Thank you for choosing Panel Hub – we are committed to high-quality products and a reliable service experience.