Last updated: September 2026

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At Canvas And Panels, we want you to be happy with your purchase. If you have a problem with your order, please contact us and we will do our best to resolve it quickly and fairly.

This Returns & Refunds Policy explains how returns, cancellations, replacements and refunds are handled.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Consumer Purchases

If you are purchasing from Canvas And Panels as a consumer, you have legal rights relating to the quality, description and suitability of the products you purchase.

Where applicable, you may also have a statutory right to cancel an online order within 14 days of receiving the goods, without having to give a reason.

There are exceptions to this right, including certain goods that are made to your specifications or clearly personalised.

2. Changing Your Mind

For standard, non-bespoke products purchased online, you may generally cancel your order within 14 days of receiving the goods.

If you decide to cancel, please contact us within the 14-day cancellation period.

You then have a further 14 days to return the goods to us.

Unless the goods are faulty, damaged or incorrectly supplied, you will normally be responsible for the cost of returning the goods.

Goods should be returned in a condition that allows us to assess them.

You may handle and inspect the goods as you would reasonably be able to in a shop. However, you may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics and functionality of the goods.

3. Bespoke and Made-to-Measure Products

Canvas And Panels produces products that may be manufactured to specific customer requirements, including particular sizes, dimensions or specifications.

Where a product has been made specifically to your requirements or is clearly personalised, the normal 14-day change-of-mind cancellation right may not apply.

Before we manufacture a bespoke or made-to-measure product, we may confirm the required dimensions and specifications with you.

Please check all measurements and specifications carefully before confirming your order.

If a bespoke product has been made correctly in accordance with the agreed specification, we may not be able to accept a return simply because you have changed your mind or supplied incorrect measurements.

This does not affect your statutory rights if the product is faulty, damaged, not as described or otherwise does not meet the requirements of applicable consumer law.

4. Faulty or Damaged Products

If your product arrives damaged or you believe it is faulty, please contact us as soon as possible.

Where possible, please provide:

• Your order number.

• A description of the problem.

• Photographs of the product.

• Photographs of the packaging, particularly where the product has been damaged during delivery.

This information helps us investigate the problem and, where appropriate, deal with the delivery company.

If the problem is our responsibility, we will provide an appropriate remedy in accordance with your legal rights. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

5. Incorrect Products

If we send you the wrong product, incorrect size or an item that does not match your order, please contact us as soon as possible.

We will arrange an appropriate solution and, where the error is ours, we will cover reasonable return and replacement costs.

6. How to Request a Return

Before returning an item, please contact us using the contact details provided on our website.

Please include:

• Your name.

• Order number.

• The product you wish to return.

• The reason for the return, where applicable.

• Any photographs or supporting information that may help us assess the issue.

We will provide return instructions where a return is appropriate.

Please do not send products to an address other than the return address provided by us.

7. Condition of Returned Products

Returned products should be packaged securely to help prevent damage during transit.

For change-of-mind returns, products should be returned in an appropriate condition.

If a product has been damaged or its value reduced because it has been handled beyond what is reasonably necessary to inspect it, we may be entitled to make an appropriate deduction from the refund where permitted by law.

This does not apply where the product is being returned because it is faulty, damaged on arrival or incorrectly supplied and the issue was not caused by you.

8. Refunds

Once we have received and assessed a returned product, we will process any refund due as soon as reasonably practicable.

Where you exercise a statutory cancellation right, refunds will normally be made using the original payment method.

Where required by law, we will also refund the applicable standard delivery charge originally paid by you.

We may be able to withhold reimbursement until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.

9. Return Postage

Where you are returning a standard product because you have changed your mind, you will normally be responsible for the cost of returning the product to us.

Where a product is faulty, damaged, incorrectly supplied or otherwise our responsibility, we will cover reasonable return costs where applicable.

We recommend using a tracked or insured delivery service for higher-value returns, as we cannot be responsible for items that are lost or damaged while being returned to us due to inadequate packaging or an unsuitable delivery method.

10. Products Damaged During Return

Customers are responsible for taking reasonable care when packaging products being returned.

If a product is damaged because it was inadequately packaged for return, this may affect the refund available where permitted by law.

Please contact us before returning a large, fragile or particularly valuable item if you are unsure how it should be packaged.

11. Trade and Business Customers

If you purchase from Canvas And Panels in the course of your business, you may not have the same statutory cancellation rights as a consumer.

Business customers should contact us before returning any goods.

Returns from business customers are subject to the terms agreed at the time of purchase.

For bespoke, made-to-measure or made-to-order products, we may not accept cancellation or returns once production has commenced unless we agree otherwise in writing.

Where we agree to accept a return from a business customer, we may charge reasonable costs incurred in connection with the order or return.

This does not affect any rights or remedies available where products are faulty, incorrectly supplied or otherwise fail to comply with the agreed contract.

12. Exchanges

Where appropriate, we may offer an exchange instead of a refund.

Exchanges are subject to product availability.

If the replacement product has a different price, we will confirm any additional payment or refund required before processing the exchange.

13. Refunds for Promotional or Discounted Orders

Products purchased using a promotional code, discount or special offer remain subject to the same statutory rights as products purchased at full price.

Where only part of an order is returned, the refund may take into account any discount or promotional pricing that applied to the original order.

14. Non-Returnable Products

Unless they are faulty, damaged, incorrectly supplied or otherwise covered by your statutory rights, certain products may not be eligible for change-of-mind returns.

This may include:

• Bespoke products.

• Made-to-measure products.

• Clearly personalised products.

• Products manufactured specifically to a customer's requirements.

Where a product is not eligible for a change-of-mind return, this will be made clear before you place your order where required.

15. Your Statutory Rights

Nothing in this policy limits or removes your statutory rights.

If you receive goods that are faulty, not as described, of unsatisfactory quality or not fit for their intended purpose, you may have legal rights and remedies under UK consumer law.

If you are unsure whether an issue is covered by this policy, please contact us and we will be happy to discuss it with you.

16. Contact Us

If you have any questions about returns, refunds, cancellations or an issue with your order, please contact Canvas And Panels using the contact details provided on our website.

We will always try to deal with genuine problems fairly and resolve them as quickly as possible.

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