Refund policy

Made-to-measure products and cancellations

All Raised Panelling wall panels and other made-to-measure products are manufactured to the measurements and specifications supplied or approved by you. Because these goods are made to your specifications or are clearly personalised, the statutory 14-day cancellation right that normally applies to online purchases does not apply.

We therefore do not accept cancellations, returns, exchanges or refunds because you have changed your mind, no longer require the goods, ordered the wrong design or supplied incorrect measurements. This does not affect your statutory rights.

Check your measurements and order details

You are responsible for checking all measurements, panel styles and other order details before placing your order. A product manufactured correctly to the measurements and specifications you supplied is not faulty simply because it does not fit the intended space. If you are unsure about any measurement or detail, please contact us before ordering.

Faulty, damaged, incorrect or misdescribed goods

If your order is faulty, damaged in transit, incorrect, not as described, not of satisfactory quality or not fit for a purpose that you made known to us before purchase, please contact us at raisedpanelling@gmail.com as soon as reasonably possible. Include your order number, a description of the issue and clear photographs.

We will assess the issue and provide the appropriate remedy required by law. Depending on the circumstances, this may be a repair, replacement, price reduction or refund.

DX delivery damage

Orders are delivered by DX. Please inspect your order when it arrives. If it appears damaged, photograph the packaging and the affected product, keep the packaging while the issue is assessed and contact us as soon as possible. We will work with DX and arrange the appropriate remedy. Reporting delivery damage promptly helps us investigate it and does not affect your statutory rights.

Returns and costs

Please do not send anything back until we have confirmed the return arrangements. If a return is necessary because the product is faulty, damaged, incorrect, not as described or we have made an error, we will arrange collection or cover the reasonable return cost.

Refunds

If a refund is agreed or required, it will be issued to your original payment method within the applicable legal timescale. We normally process approved refunds within 10 business days. Your bank or card provider may take additional time to process the payment. If more than 15 business days have passed since we confirmed your refund, please contact us at raisedpanelling@gmail.com.