Returns & Refunds Policy

Last updated: 21 October 2026

We want you to be satisfied with your purchase from The Panel Craft. This policy explains returns and refunds for purchases made through thepanelcraft.co.uk. Nothing in this policy limits your statutory consumer rights.

Changing your mind

For most goods bought online, UK consumers can cancel within 14 days of receiving the goods without giving a reason. Tell us you wish to cancel by emailing thepanelcraftco@gmail.com with your order number and a clear cancellation request. After notifying us, return the goods within a further 14 days.

Unless we have agreed otherwise or applicable law requires us to cover them, the customer is responsible for return postage for a change-of-mind return. Please contact us for return instructions and the correct return address before sending anything. For large items, return transport costs can be higher than standard parcel postage; contact us before ordering if you need an estimate.

Refund timing

For a valid cancellation we refund the price paid for the goods and the cost of our least expensive standard delivery option where required by law. We may withhold the refund until the goods are returned or evidence of return is supplied. Refunds are made within 14 days of receiving the returned goods or satisfactory evidence of return, as applicable, using the original payment method unless otherwise agreed. A deduction may be made for diminished value caused by handling beyond what is necessary to inspect the goods.

Exceptions

The statutory change-of-mind right may not apply to goods made to your individual specifications or clearly personalised. An item is not automatically exempt merely because it is ordered on demand. Any applicable exception will be made clear before purchase.

Damaged, incorrect or faulty items

Please contact us as soon as possible if an item arrives damaged, faulty or incorrect, ideally with photographs of the item and packaging. Your legal rights concerning faulty or misdescribed goods remain unaffected. We will explain the appropriate replacement, repair, price reduction or refund process as required by law.

Returns support and business contact details

The Panel Craft
37 Drapers Road
London E15 2AZ
United Kingdom

Phone: +44 7424 706109
Email: thepanelcraftco@gmail.com

Please include your order number and reason for your request. Do not send returns to the business address above unless our team has confirmed it as the correct return destination for your order.