• You can return any items within 7 days of receiving your order*. Exceeding this time may result in your claim being denied.
• If you wish to return your items, there will be a 25% handling and restocking fee.
• If you are returning your items in store, please bring your receipt or sales invoice with you as proof of purchase.
• We are unable to offer any refunds or exchanges for any products that have been cut or used in any way under any circumstances.
It’s important to be aware that these are large building materials and as such not every edge is pristine. The front of the panels should be without blemish but the backs may have minor scratches and the edges may have chips. These do not effect the integrity or the aesthetics of any of our panels. Also if you are not using our trims the top and bottom 20mm may need to be cut to give you a clean and level edge for your application.
If you would like to return any items, you will need to arrange for the products to be sent back to us which will be chargeable to yourself. If you are unable to arrange the return, we can collect the products for you at a cost of £30. Once the products have been received back at our warehouse and checked over by quality control, you will be refunded minus a 25% handling and restocking fee, plus the £30 collection if applicable.
When you have received your panel, before they are installed you may want to cut at least 20mm from each end as they have been cut on a machine in suppliers factory and might therefore be a straight cut or level with your floors and ceilings. If you are not sure what this means you can contact our technical team they will help you with your questions or concerns.
Please note that we have a 7 day returns and refund policy for resolving any issues from the date of delivery.
*Our returns policy only refers to items that have been received in good condition. Please email email@example.com along with your name, order number, and reason for return for us to arrange collection / to start a return. Or call us on 01685 378404
If you have received a faulty / damaged product please refer to our ‘Faults / Damages’ section below.
• Any faults or damages must be reported within 7 days of receiving your order. Exceeding this time may result in your claim being denied.
• If you have received the wrong product, we will need to see photographic evidence of what you have received before we can arrange for an exchange.
• If you have received a damaged product, we will need to see photographic evidence before we can authorise any replacements / refunds.
• If the product you’ve received is faulty / damaged, we may offer a replacement / partial refund / full refund as appropriate in accordance with your consumer rights.
We ask that all goods are checked over before signing receipt from the courier. Please sign as ‘unchecked’ if you are not able to check at the time of delivery and report any issues to us immediately.
If the product has been damaged in transit or is faulty, firstly please email us photographic evidence of the damages and what the products were and how many were damaged or faulty along with your order number. No claims can be processed without all of the information and photographic evidence requested. No claims can be processed for goods that have been signed for as received in good condition, ‘Unchecked’ will not be accepted as the courier company will not accept this. All damages and faults must be notified within 24 hours. Exceeding this time may result in your claim being denied.
Please email firstname.lastname@example.org along with your name, order number, and relevant photographs.
We strongly recommend you check for any damages / faults with your order before organising any installation contractors. Easy Panels will not be responsible for any costs incurred.
Q: I am having problems with the website / my shopping basket. What should I do?
A: Try deleting the cookies on your system and refreshing the internet page.
Q: I’ve ordered the wrong product / too much of a product. Can I return them?
A: You can return any items within 7 days of receiving your order subject to collection and restocking fee’s. Please refer to the returns policy for more details.
Q: I’m outside of the returns policy, can I still return?
A: You have 7 days to send something back to us from the day you receive it. Unfortunately we cannot and will not accept returns after this time.
Q: My panels have arrived but are damaged. What do I do?
A: If you have received a damaged product, we will need to see photographic evidence before we can authorise any replacements / refunds. Please email email@example.com along with your name, order number, and relevant photographs. Please refer to the ‘Faults / Damages’ section on our policy page to see the full T’s & C’s.
Q: When will I receive my refund?
A: A typical refund will take up to 12 days; that’s 7 days from you returning and us processing it, and then 3-5 working days for it to make its way through the banking system.
All returns are quality checked. Items should be returned in a new and unused condition and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.
Q: Can I exchange my items?
A: Unfortunately, we do not offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we have received your unwanted items and they have been quality checked.
Q: I have contacted customer services but not had a reply, what should I do?
A: There will be peak times when our lines may be busy. If you have contacted us via email please allow us 24 hours to respond. Alternatively, please try again and we can deal with your enquiry and investigate as to why a reply has not been sent.
Q: Can I specify a delivery date & time?
A: We are unable to offer specific dates / time slots for deliveries. Our deliveries can be made any time between 8am and 6pm Mondays – Fridays within 3-5 working days of the order being placed.
Q: Do Easy Panels deliver overseas?
A: Unfortunately, we do not offer delivery overseas at this time. We deliver to mainland GB and NI only.
Q: Do Easy Panels offer Click & Collect?
A: Yes, but it is only available within at 25 mile radius from our local store located in Aberdare, South Wales. We do not have any third party click and collect options available at this time.
Q: Can I cancel my order?
A: Of course! If you’ve changed your mind and want to cancel, we can issue a full refund providing your order has not already been picked & packed / shipped. Any cancellations after this point will result in a cancellation fee totalling the cost of any charges incurred by Easy Panels from the packaging / shipping process.
Q: Can I add to my order?
A: Any forgotten items must come through as an additional order, as we are unable to amend any orders after the completion of the sale. If your order is less than 24 hours old we can provide you with a code to bypass the delivery fee, and pair the two orders together for one shipment. If your order is over 24 hours old, we will be unable to bypass the delivery fee.
Q: I’ve received my order but I didn’t order enough. Can I order more from the same batch?
A: We strongly recommend that any orders for the same project are done as one order, as there will be some slight manufacturing differences between our products and we cannot guarantee that a second order will match the first. You are more than welcome to provide us with a batch number to see if we have any left, however due to a high turnover of products this is unlikely and any additional orders for the same product will be at your own risk.
Q: I’ve not received a confirmation email. Have you received my order?
A: If you have not received your order confirmation, please do the following…
1) Check your junk / spam folders for any Easy Panels emails.
2) Please contact your bank to see if payment has been taken.
3) Contact our customer services at firstname.lastname@example.org or call us on 01685 378404 for us to check for you.
Q: Do I need to sign for my order?
A: Yes, your items will require a signature on delivery as we want to make sure your goods are delivered and received correctly. You can specify a different delivery address when you order so your items go to your work, a neighbour, or another place where you can collect them. If you specify for your items to be left in a safe place, we will not be liable should anything get damaged / go missing after this point.
Q: How do I clean my new panels?
A: When cleaning your new panels, we ask that you do not use any abrasive materials or any chemical solutions. Our panels can easily be cleaned using good old hot soapy water and a soft cloth. We will not be liable for any damages incurred from the use of incorrect cleaning products.