Terms of service
Terms of service
These Terms & Conditions govern all quotations, orders, services, and products supplied by raised panelling ltd (“we”, “us”, “our”). By placing an order, approving a design, making a payment, or otherwise instructing us to proceed, you (“you”, “the customer”) confirm that you have read and agreed to these Terms & Conditions, together with our Returns & Refunds Policy and Privacy Policy.
1. Definitions & Interpretation
1.1 In these Terms & Conditions, unless the context requires otherwise:
(a) “Approval” or “Approved” means your written or electronic confirmation (whether via our design system, email, or website) that a design, specification, or quotation is accepted and that we are authorised to proceed;
(b) “Approved Specification” means the final design, technical drawing, or specification Approved by you under Section 4, which forms the basis on which we will manufacture your Goods;
(c) “Contract” means the agreement between you and us formed when you place an Order and we accept it, on these Terms & Conditions;
(d) “Goods” means all wall panelling ,panel capping ,skirting and fixings we supply;
(e) “Order” means any purchase made through our website, any Approved quotation, or any other instruction to proceed with the supply of Goods;
(f) “Working Day” means Monday to Friday, excluding English public holidays.
2. About Our Service
2.1 We design and manufacture bespoke, made to measure and related items. Our Goods are individually manufactured to your specification and are not held as stock for resale. Because of this, each order is unique to the customer who placed it.
2.2 Orders may be placed either directly through our website or through a personalised quotation and design approval process. In either case, Goods are manufactured only after the design has been Approved and, where applicable, payment received
3. Quotations & Pricing
3.1 Quotation prices are valid for 30 calendar days from the date of issue. After that period, prices may need to be recalculated to reflect changes in material, labour, or supplier costs. If a recalculation is required, any difference must be paid before we proceed.
3.2 If a quotation is approved more than 30 calendar days after issue, we will update the pricing at that point and confirm any adjustment before manufacture begins.
3.3 All prices are in pounds sterling. Raised Panelling Limited is not VAT registered and does not charge VAT.
4. Design, Approval & the Approved Specification
4.1 Where your Order involves a design process, we will produce technical drawings and a specification for your review. You should check these carefully before giving Approval, as the Approved Specification becomes the governing document against which your Goods will be manufactured.
4.2 Once you give Approval, the Approved Specification is treated as the final, agreed description of what we will supply. Any earlier discussions, correspondence, or informal exchanges that are not reflected in the Approved Specification do not form part of the Contract and will not affect the scope of manufacture.
4.3 Revisions may be requested during the design phase and should be submitted in writing through our design system. We will accommodate reasonable changes at this stage.
4.4 After Approval, further changes can only be made at our discretion, and only if production has not yet begun. Any permitted post-Approval changes will require a fresh Approval, may delay production, and may incur additional charges.
4.5 For Orders placed and paid for directly through our website, we will submit technical drawings for Approval after payment. Minor adjustments within the scope of the original Order will normally be accommodated. More substantial changes may require price and schedule adjustments, and any additional charges must be paid before we proceed.
4.6 Design work, drawing production, revisions, scheduling, and pre-production planning are part of our professional service. If a cancellation request is made after such work has begun, the costs described in Section 14 may apply.
5. Standard Profiles
5.1 Certain panel types — may have a 0.5mm chamfer applied as a standard automated operation. If you do not want a chamfer, you must request this in writing before approval.
6. Your Responsibilities
6.1 You are responsible for providing accurate dimensions and for satisfying yourself that the Goods you order are suitable for your intended space and purpose. We are happy to offer guidance during the design stage, but the final responsibility for measurements and suitability rests with you unless we have expressly agreed otherwise in writing.
6.2 Our wall panels must be securely hung using our wall track provided to a wall or other suitable load-bearing structure.. We hold no responsibility for poorly fitted track and damaged services hidden behind wall surfaces.
6.3 If you are installing wall panelling you are responsible for confirming that the wall or structure can support the weight, and for checking for concealed pipework, cables, and other services before drilling or fixing.
6.4 During installation, children, pets, and anyone unfamiliar with the work being carried out should be kept away from the work area. Small components should be stored safely to avoid choking or trip hazards.
7. Materials & Finishes
7.1 Our Paintable MDF range is supplied sanded, ready for priming and painting
7.2 All wall panelling will be pre denibbed
7.3 Exposed edges are not denibbed..
7.4 All mdf panels shown on screen, in digital samples, or on our website are indicative only. Actual colours may vary due to screen calibration, lighting, and normal batch variation in materials.
8. Manufacturing Standards & Tolerances
8.1 Our standard maximum panel size is 2,400mm × 590mm (unless a different size is expressly agreed during the design phase). Actual dimensions may be marginally less due to machine trimming.
8.2 panels exceeding the maximum panel size will be supplied as two panels and so on. .
8.3 our feature wall panels will change within our set boundaries. if you require sizes not in those boundaries contact us for your requirements.
8.4 Our manufacturing tolerance on panels is 1.0mm deflection over 2m. This is consistent with industry norms for bespoke joinery.
8.5 Our machining processes may leave trace oil residue on board surfaces. This is cleaned during quality control and will not affect painting, finishing, or the performance of pre-finished surfaces. It is not considered a defect.
8.6 Minor surface marks or edge imperfections may occasionally occur during manufacturing or transit, particularly on panels supplied for priming and painting. Where this happens, we will assess the issue and offer an appropriate remedy, which may include replacement of the affected panel, a repair kit, or a partial credit depending on severity. Since Paintable MDF is supplied for painting, light surface marks can normally be addressed during finishing. Any issues should be reported in accordance with Section 13.
9. Assembly, Fitting & Finishing
9.1 We supply the panels and fitting components; we do not provide an installation service. You are responsible for arranging fitting and decorating, either yourself or through a suitably skilled professional.
9.2 large panels can be heavy and may require more than one person to move and position safely. Please plan accordingly.
9.3 Each Order is supplied with a fitting kit containing the fixings needed for assembly. Please check the contents against your plans. If anything is missing, let us know and we will send replacements promptly.
9.4 We do not supply paint, varnish, or other finishing products, Paintable MDF panels should receive at a minimum two coats of a quality primer/undercoat (lightly sanded between coats) followed by two coats of topcoat, applied to the manufacturer’s instructions. All faces and edges should be finished to balance the panel.
9.5 If panels are exposed to moisture or stored flat before finishing, some swelling may occur. We manufacture to approximately 0.5mm tolerance on most panels, so light sanding at joints may occasionally be needed. This is a normal characteristic of timber-based materials, not a fault.
10. Order Processing & Production
10.1 Orders follow one of two routes depending on how they are placed:
(a) Website orders paid at point of purchase: Your Order is received and a designer will prepare technical drawings for your Approval. Manufacture begins only after approval is received, not from the date of payment.
(b) Quotation orders: Your Order enters production only after both final Approval and full payment have been received.
10.2 As your Order progresses, we may send updates by email or text with an estimated completion or dispatch date. While we try to maintain scheduled dates, production means some adjustment is occasionally necessary. We will keep you informed of any changes.
10.3 If you request changes after the design has been Approved and accepted into pre-production, additional fees may apply to cover rework, materials, and further design time.
11. Estimated Production Times
11.1 Production is usually around four weeks from final design approval and payment, with your estimated dispatch date confirmed for your Order.
11.2 The design approval period and carrier transit time are separate from production. Your estimated dispatch date is not an arrival date.
11.3 We will notify you as soon as practicable if the estimated schedule changes and discuss a revised schedule with you. This does not affect your statutory rights.
12. Delivery
12.1 We offer free delivery throughout the UK, including Northern Ireland and UK islands. We select the delivery service according to the size, weight and destination of your Order and confirm the arrangements with you.
12.2 Production is usually around four weeks from final design approval and payment. Carrier transit time is additional and depends on your destination and delivery service. We confirm your estimated dispatch date for your Order.
12.3 Risk in the Goods passes to you on delivery to the address specified in your Order.
12.4 The “customer due date” shown in our system refers to the estimated dispatch date, not the delivery date. Actual arrival will depend on the carrier and service selected.
12.5 Orders are packed across multiple boxes to keep shipping practical and cost-effective. Parts may be mixed across boxes. Please unpack and check everything against your plans before starting assembly.
12.6 Very large Orders may be shipped in separate consignments unless you have requested otherwise and we have agreed to a single delivery.
12.7 You may be asked to confirm a delivery date. If the carrier provides a delivery window, we will share it with you. Availability and timing depend on the service and destination; a timed window is not guaranteed for every delivery. Please contact us if a delivery is delayed or cannot be completed.
12.8 If a delivery fails because of something within your control (for example, nobody being available to receive it), the cost of returning the Goods to depot and arranging redelivery will be payable by you before we release the Order.
12.9 Where a delivery window has been provided and you have confirmed the date, we expect you to be available for the full window. Unavailability during the confirmed window is not grounds for a failed-delivery claim against us.
13. Inspection & Reporting
13.1 On delivery, please check promptly that you have received all packages and that the contents are undamaged. We recommend inspecting items as soon as practicable after delivery.
13.2 If items are missing, please notify us within 7 Working Days of delivery so that we can investigate while carrier records are still available.
13.3 If you notice visible damage, please notify us within 48 hours of delivery, with photographs where possible. Early reporting helps us investigate effectively and, where appropriate, recover from our carriers.
13.4 These reporting timeframes are practical guidelines intended to support prompt resolution. They do not exclude or limit your statutory rights, but late notification may affect our ability to investigate the issue or make a claim against a carrier on your behalf.
14. Cancellation of Bespoke Orders
14.1 Our bespoke Goods are individually manufactured to your specification and cannot be resold. For this reason, Orders for bespoke Goods are generally not eligible for cancellation once work has begun.
14.2 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to a consumer’s specification are exempt from the standard 14-day cooling-off right. This exemption applies to our bespoke Goods. It does not affect your statutory rights in respect of Goods that are faulty, misdescribed, or not as agreed (see Section 17).
14.3 If you ask to cancel after design work, scheduling, pre-production planning, or material procurement has begun but before production is substantially complete, we may retain a
proportionate amount from any sums paid to reflect costs reasonably incurred up to that point. These may include:
(a) design and administrative time;
(b) materials ordered or allocated;
(c) production work carried out; and
(d) third-party costs incurred on your behalf.
14.4 We will provide a written explanation of any amount retained if you request one.
14.5 Once production is substantially complete or materials have been cut to your specification, a refund will not normally be available because the Goods cannot be repurposed or resold.
14.6 In every case, we will consider cancellation requests individually and act reasonably in the circumstances.
15. Capping, Fittings and Non-Custom Items
15.1 Panel capping is offered as an add-on to a panel order, not as a standalone product.
15.2 The bespoke-goods cancellation exemption applies only where the goods are genuinely made to your specification or personalised. Standard items do not become bespoke solely because they are supplied with a bespoke order. Any applicable statutory cancellation and return rights for non-custom goods remain available.
16. Faults & Remedies
16.1 If we make an error in design or manufacture, we will put it right. We will replace or, where appropriate, repair the affected part at no charge to you and within a reasonable timeframe.
16.2 If the error is yours (for example, incorrect dimensions provided, or an aspect of the design that does not work as you intended), we will work with you to find a practical and cost-effective solution. Depending on the nature of the issue, we may provide replacement parts at cost, absorb some or all of the expense, or suggest an alternative approach.
16.3 Where we provide a repair, replacement, or alternative solution to resolve an issue, this constitutes our remedy for the matter in question. We do not offer separate monetary compensation for inconvenience, delays to your project, or costs you incur in engaging third-party tradespeople, except where required by law.
16.4 Nothing in this section restricts your statutory rights. In particular, if Goods are faulty, misdescribed, or not in conformity with the Contract, your rights under the Consumer Rights Act 2015 apply in full (see Section 17).
17. Your Statutory Rights
17.1 Your statutory consumer rights are not affected by anything in these Terms & Conditions. Under the Consumer Rights Act 2015, Goods we supply must be of satisfactory quality, fit for their intended purpose, and as described. If they do not meet those standards, you may be entitled to a repair, replacement, price reduction, or refund as provided by law.
17.2 Where the law provides a remedy that cannot be excluded or limited, we do not attempt to do so. Any provision in these Terms & Conditions that might otherwise conflict with a non-excludable statutory right is to be read subject to that right.
18. Payment & VAT
18.1 Orders placed through our website follow one of two payment routes: you may pay in full at the time of ordering, or you may request a quotation and pay once the quotation has been Approved. In either case, manufacture begins only after both full payment and design Approval have been received.
18.2 For Orders paid at the time of ordering, your estimated lead time runs from the date of Approval, not from the date of payment.
18.3 We do not accept payment by cheque.
18.4 We are not VAT registered. Your order confirmation or invoice is not a VAT invoice.
18.5 If a payment fails, is declined, or is subject to a chargeback or reversal, we may suspend or cancel the Order until the matter is resolved and full payment is received. Reasonable administrative costs arising from a payment dispute may be recoverable from you.
19. Third-Party Payment Providers
19.1 Where we offer payment through a third-party provider (such as Klarna), your payment arrangement may be with that provider. These Terms & Conditions — including
our cancellation and refund provisions — continue to apply to the Goods and services we supply, regardless of how payment is structured.
19.2 Using a third-party payment provider does not change the bespoke nature of your Order or the terms on which cancellations or refunds may be considered.
20. Intellectual Property
20.1 All designs, technical drawings, specifications, and related documentation we produce remain our intellectual property, whether or not the Order proceeds to manufacture.
20.2 You may share our designs with tradespeople engaged to install your Goods, but must not otherwise reproduce, distribute, or use our designs to commission similar products from another supplier without our written consent.
21. Use of Tradespeople
21.1 If you engage a third party to install your Goods, that is your choice and at your cost. We cannot accept responsibility for delays, damage, or additional expense arising from the actions of tradespeople you have engaged.
21.2 Before scheduling any third-party work, please unpack and inspect your delivery fully. If anything is missing or damaged, contact us for replacements first — this avoids wasted time and cost for both parties.
22. Packaging, Offcuts & Disposal
22.1 You are responsible for disposing of packaging materials and any offcuts supplied with your Order. We use recycled and recyclable packaging where possible.
22.2 If we supply replacement parts (whether due to our error or yours), the original parts are yours to dispose of or reuse as you see fit.
23. Replacement Parts & Consequential Costs
23.1 Where we need to manufacture and supply replacement parts, we do not charge for the additional production time involved in remaking those parts.
23.2 However, we do not compensate for time lost on your project, costs of rescheduling tradespeople, or other consequential costs arising from the need for replacement. Our commitment is to resolve the issue by supplying correct parts as quickly as we reasonably can.
23.3 This is not intended to exclude any remedy to which you are entitled by law.
24. Limitation of Liability
24.1 Nothing in these Terms & Conditions excludes or limits our liability for: (a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation; or
(c) any other liability that cannot lawfully be excluded or limited, including liability under the Consumer Rights Act 2015.
24.2 Subject to clause 24.1, our total liability to you in respect of any Order — whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise — will not exceed the total amount paid by you for that Order.
24.3 Subject to clause 24.1, we are not liable for:
(a) loss of profit, revenue, or anticipated savings;
(b) loss of business or business opportunity;
(c) any indirect or consequential loss; or
(d) costs of engaging alternative tradespeople, fitters, or contractors, in each case however arising and whether or not foreseeable.
24.4 We are not liable for any loss or damage arising from your failure to follow our assembly instructions, the Approved Specification, or the guidance set out in these Terms & Conditions.
25. Force Majeure
25.1 We are not liable for any failure or delay in performing our obligations to the extent that it is caused by circumstances beyond our reasonable control. This includes (without limitation) fire, flood, severe weather, epidemic or pandemic, government action, war or
civil disturbance, industrial action, supply chain disruption, utility failure, or material shortage.
25.2 If a force majeure event occurs, we will notify you as soon as reasonably practicable and take reasonable steps to minimise its impact. If the event continues for more than 12 weeks, either party may terminate the affected Order by written notice. In that case, we will refund sums paid for Goods not yet delivered, less a fair deduction for work already carried out.
26. Data Protection & Privacy
26.1 We process your personal data in accordance with our Privacy Policy. By placing an Order, you confirm that you have read our Privacy Policy.
26.2 We use your data to fulfil your Order, communicate with you about it, and as otherwise described in our Privacy Policy. We do not share your data with third parties except as necessary for fulfilment (for example, with delivery partners) or as required by law.
27. Complaints & Dispute Resolution
27.1 If you are unhappy with any aspect of our products or service, please contact us by email at raisedpanelling@gmail.com quoting your order number and describing the issue clearly.
27.2 We will acknowledge your complaint within 3 Working Days and aim to provide a full response within 10 Working Days. If the matter needs further investigation, we will keep you updated on progress.
27.3 If we are unable to resolve your complaint directly, you may wish to consider alternative dispute resolution (ADR). We are not currently a member of an ADR scheme, but we are willing to engage with mediation where appropriate. You may also contact your local Citizens Advice service or Trading Standards office for guidance.
28. Website Accuracy
28.1 We take reasonable care to ensure the information on our website is accurate, but we do not warrant that it is free from error or omission.
28.2 Photographs and images are for illustration only. Actual products may differ in appearance due to material variation, lighting, and screen display settings.
28.3 If there is any conflict between information on our website and the terms of your Approved Specification, the Approved Specification prevails.
29. Governing Law & Jurisdiction
29.1 These Terms & Conditions and any Contract formed under them are governed by the laws of England and Wales.
29.2 Any dispute is subject to the exclusive jurisdiction of the courts of England and Wales. This does not affect any mandatory right you may have to bring a claim in the courts of your country of residence.
30. General Provisions
30.1 If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions continue in full force.
30.2 A failure or delay by us in exercising any right under these Terms & Conditions does not waive that right.
30.3 These Terms & Conditions, together with the Approved Specification and any documents expressly referred to, constitute the entire agreement between us in respect of your Order. They replace all prior discussions, representations, and understandings relating to the same subject matter.
30.4 No person other than you and us has any rights under these Terms & Conditions by virtue of the Contracts (Rights of Third Parties) Act 1999.
30.5 Any notice required under these Terms & Conditions must be in writing (including email) and is deemed received on the day of sending if sent by email, or on the second Working Day after posting if sent by first-class post.
31. Company Details
Raised panelling ltd
Registered in England & Wales – Company Number 16743942
Email: raisedpanelling@gmail.com
Returns and refunds
As our panels are made to your specifications, we do not accept change-of-mind returns or refunds for incorrect measurements supplied by you. This does not affect your statutory rights if goods arrive damaged, are faulty or are not as described.
Contact raisedpanelling@gmail.com with your order details and a description of the problem. Photographs, where possible, help us assess it. The appropriate remedy will depend on the circumstances and your statutory rights. See sections 14–17 above and our Returns and Refunds Policy.
Delivery information
Free delivery across the UK
We offer free delivery throughout the United Kingdom, including Northern Ireland, the Isle of Wight, Scottish islands and the Isles of Scilly. There is no additional delivery charge for these UK destinations. The Republic of Ireland, Channel Islands and Isle of Man are outside this UK offer; please contact us before ordering for a destination outside the UK.
Production and dispatch
Our panels are made to order. Production is usually around four weeks from final design approval and payment, with your estimated dispatch date confirmed for your order. The time needed to finalise your design comes before this production period.
Dispatch means your order leaving us, not arriving at your address. Transit time depends on your postcode and the delivery service. Northern Ireland, island and remote-area deliveries can take longer. We will confirm the delivery arrangements for your order and let you know about any changes to the estimated schedule.
Receiving your panels
We normally arrange delivery through DX. Please provide an accurate delivery address and contact number, and tell us about restricted access before dispatch. The delivery method and any arrangements for receiving large or heavy packages will be confirmed for your order. Please arrange suitable help to move your panels safely.
If checkout cannot accept your UK delivery address, contact us so we can help arrange your order with free UK delivery.
Delivery problems
Please check your packages when they arrive and note visible damage with the driver where possible. Contact us promptly at raisedpanelling@gmail.com about damage, missing parts or a delivery problem, ideally with photographs. Reporting a problem promptly helps us investigate; it does not limit your statutory rights.
