Refund policy

Returns Policy

We have a 14-day return policy, meaning you have 14 days after receiving your delivery to request a return.

To be eligible for a return, your items must remain unused, unopened, and in their original packaging. Please note that assembled or used items are generally non-returnable unless they are faulty. You will also need the receipt or proof of purchase.

To start a return, please contact our team at sales@panelhaus.co.uk. Returns must be arranged through prior contact with us; items sent back without first requesting a return will not be accepted.

Return Methods & Fees

If your return is accepted, you have two options for returning your items:

• Free Drop-Off: You can return items free of charge directly to our warehouse.

• Specialist Courier Collection: We can arrange a collection via a specialised courier for a £49 fee.

Important: Standard parcel couriers are strictly prohibited for returns, as they lack the insurance and specialised handling required for our products.

Damages and Issues

Please inspect your order upon reception and contact us immediately at sales@panelhaus.co.uk if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Faulty items will be collected free of charge.

Exceptions & Non-Returnable Items

Assembled or used items cannot be returned unless they are faulty. Unfortunately, we cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it: unused, unopened, and in its original packaging, alongside the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return. Please allow 2–4 days for our team to complete this inspection. We will let you know if the refund was approved or not.

If approved, you will be automatically refunded to your original payment method within 5 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 working days have passed since we approved your return, please contact our team at sales@panelhaus.co.uk for assistance.