Refund policy

We want you to be completely satisfied with your purchase of our decorative wooden acoustic slat panels, pre-primed MDF ribbed/fluted wall panels, samples, and related products. This policy explains your rights and our procedures for returns and refunds, ensuring transparency and fairness in accordance with UK consumer law.

1.    Statutory Right to Cancel (Cooling-Off Period) – Change of Mind

Under the Consumer Contracts Regulations 201 3, if you are a consumer purchasing online or by phone, you have the right to cancel your order for any reason without giving an explanation.

• Notification Period: You have 1 4 days from the day you (or someone you nominate) receive the goods to notify us that you wish to cancel.
• Return Period: After notifying us, you have a further 1 4 days to return the goods to us.
  

How to Cancel

To cancel, please contact us clearly (e.g., by email to info@nepanels.co.uk) stating your name, order number, and your intention to cancel. You may use the statement below:

"I/We hereby give notice that I/we cancel my/our contract of sale for the following goods: [list items], ordered on [date]/received on [date]."

Refunds & Costs (Change of Mind)

• What you receive back: A full refund of the price paid for the goods.
• What you pay for: The direct cost of returning the goods is your responsibility unless the items are faulty. We recommend using a tracked and insured courier service, as we cannot accept responsibility for items lost or damaged in transit when returned at your cost.
• Processing Time: We will process the refund within 1 4 days of receiving the returned goods (or proof of return).
  

Condition of Returned Goods

Goods must be returned in their original condition, unused, in original packaging (where possible), and with all protective films and accessories intact. If the goods have been handled more than necessary (beyond what is needed to establish their nature, characteristics, and functioning), we may make a deduction from the refund for diminished value.

2.    Faulty, Damaged, or Incorrect Items

If your goods arrive damaged, faulty, or not as described, you have rights under the Consumer Rights Act 2015.

• Notification: Please notify us within 30 days of delivery. We strongly recommend including photos of the issue and packaging to help us resolve it quickly.
• Resolution: We will offer a full refund or replacement (at our discretion and subject to availability).
• Costs: For faulty, damaged, or incorrect items, we will cover all delivery costs. We will arrange for the collection of the goods or reimburse your reasonable return postage costs.
• Transit Damage: For damage clearly caused in transit, please report this within 48 hours of delivery where possible to assist with courier claims.
  

3.    Non-Returnable Items

The following items cannot be returned under the standard change-of-mind right to cancel, unless they are faulty or damaged:

• Made-to-order or customised products: This includes panels cut to
  specific non-standard sizes or with personalised finishes.
• Samples: If they have been used or damaged.
  

4.    How to Return Goods

Please follow these steps to ensure a smooth return process:

1.    Contact Us First: Email info@ nepanels.co.uk with your order number to arrange the return.
2.    Choose Return Method:

• Faulty items: We will arrange a free collection.
• Change of mind: You may arrange your own courier, or we can arrange collection for a fee (deducted from your refund).

3.    Package Securely: Goods should be securely packaged to prevent damage during transit.
4.    Send to Address:

NE Panels, Unit 61G Lord Avenue, Teesside Industrial Estate, TS17 9JX.

5.    Refunds

• Refunds will be issued to the original payment method used for the purchase.
• For change-of-mind returns, we will deduct the cost of return shipping if we arranged the collection for you.
• Please allow 5–1 0 working days for the refund to appear in your account after we have processed it (timings depend on your bank/card provider).
  

6.    Our Goodwill Returns (Beyond Statutory Rights)

We do not currently offer a standard extended goodwill returns period beyond the statutory 1 4-day cancellation right. However, we value our customers and will always consider exceptional cases. Please contact our support team to discuss your specific situation.

7.    Questions or Issues?

If you have any questions regarding a return or refund, please contact our team:

• Email: info@ nepanels.co.uk
• Phone: 07446 904628
• We aim to respond to all enquiries within 1 –2 working days.
  

Hartann Ltd. trading as NE Panels

This policy forms part of our terms of sale. By placing an order, you agree to these terms.

We reserve the right to update this policy; changes will be posted here with the updated date.

Thank you for choosing NE Panels.

We appreciate your business and are here to help make your project a success!