Delivery & Returns

At Neat Panels, we want ordering your panels to be as straightforward as possible. We offer collection and delivery options, but delivery must be quoted and arranged separately from our website's standard checkout.

This page explains how to obtain a delivery quote, what to expect when your panels arrive, and how cancellations, returns and refunds are handled.

1. Delivery and collection

Delivery is available by quotation

We offer delivery for our panels, with shipping costs calculated according to the dimensions of the products, the total package weight and the delivery postcode.

Because our panels vary in size and weight, delivery costs can differ significantly between orders and destinations. We therefore use a separate shipping calculator to provide a delivery quote tailored to your requirements.

Important: delivery is not automatically calculated or booked through our website's standard Shopify checkout.

To arrange delivery:

Select the panels and quantities you require.
Enter your delivery postcode and use our shipping calculator to obtain a delivery quote.
Review the quoted shipping cost.
Contact Neat Panels with your order requirements and delivery quote.
We will confirm the delivery arrangements, total cost and next steps for confirming your order and arranging payment.

Submitting a shipping calculation does not itself place an order or book a delivery. Please wait for confirmation from Neat Panels before assuming that your order or delivery has been arranged.

If you have any questions about delivery costs or whether we can deliver to your postcode, please contact us before proceeding.

Important delivery and unloading information

All deliveries are kerbside drop-off only. Our delivery service does not include carrying panels into your property, up stairs, through your home or into a garage or other building.

Our panels may arrive in large and heavy packages. The packaged weight and dimensions must be considered when planning how to unload and move your order from the delivery point.

Before your delivery arrives, please ensure you have made suitable arrangements to unload and move your panels safely. Depending on the size and weight of your order, this may require:

A suitable pump truck or other appropriate handling equipment.
Sufficient assistance to move the packages safely.
Alternatively, unpacking the panels at the delivery point and carrying them individually, where this is safe and practical.

Please consider access to your property, the available space for unloading and the dimensions and weight of your order before arranging delivery. Do not assume the driver will carry the panels inside or move them beyond the agreed kerbside drop-off point.

If you are unsure whether your order can be handled safely, please discuss this with us before confirming your delivery.

Collection

Collection may also be available by arrangement. Please follow the instructions provided when arranging your order and ensure you have suitable transport and assistance to collect your panels safely.

2. Order cancellations

If you need to cancel an order, please contact Neat Panels as soon as possible.

Before dispatch

If your order has not yet been dispatched, we will do our best to stop the order from progressing and, where applicable, notify the delivery company before collection or delivery takes place.

Because delivery arrangements may need to be made in advance, please contact us immediately if you wish to cancel an order or delivery booking. We cannot guarantee that a delivery booking can be stopped once the carrier has been instructed or the goods have been dispatched.

Any cancellation charges or costs will be handled in accordance with the terms agreed for your order and applicable consumer law. A delivery booking or dispatch does not, by itself, remove any statutory cancellation rights you may have.

After dispatch or delivery

If your order has already been dispatched, please contact us before arranging a return. We will explain the available options and coordinate with the delivery company where possible.

For eligible online consumer purchases, statutory cancellation rights may continue to apply after dispatch and receipt of the goods. Where these rights apply, customers generally have 14 days from receiving the goods to notify us that they wish to cancel, followed by a further 14 days to return them.

Certain exceptions apply, including qualifying goods made to a consumer's specifications or clearly personalised products. Your statutory rights will depend on the circumstances of your purchase.

Please do not refuse or return a delivery without contacting us first, as we need to establish the appropriate arrangements for your order.

3. Returns and change of mind

If you wish to return a product because you have changed your mind, please contact us before making any arrangements.

Where a change-of-mind return is permitted, we will explain the next steps and agree the return arrangements with you. Please do not bring or send products back without contacting us first.

Returned products should be kept in good condition and, where reasonably possible, in their original packaging. Please avoid cutting, installing, painting or otherwise modifying a product if you are considering returning it.

Return transport costs

For eligible change-of-mind returns, customers are generally responsible for arranging and paying the direct cost of returning the products, provided this requirement has been made clear before the purchase and is permitted by law.

Our panels can be large and heavy, so return transport may require specialist handling or a suitable delivery service. Please take this into account before ordering. Where the applicable rules require us to provide information about return costs, we will provide the relevant cost information or estimate.

If a product is faulty, damaged, incorrect or otherwise does not conform to the contract, different rules apply. Please see the section below.

4. Damaged, faulty or incorrect products

We take care to check our products and orders before dispatch or collection. However, if you discover that a product is damaged, faulty, defective or different from what you ordered, please contact us as soon as possible.

To help us understand the issue, please provide your order number, a description of the problem and photographs where appropriate.

If your delivery arrives with visible damage, please photograph the packaging and affected products where possible, and let us know promptly. Please keep the product and any packaging until we have advised you on the next steps.

We will assess the issue and work with you to provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

You will not be required to pay ordinary change-of-mind return costs where the law requires us to cover the costs of returning faulty or incorrect goods.

Your statutory rights are not affected by whether you collect your order yourself or arrange delivery.

5. Refunds

If you are entitled to a refund, we will process it in accordance with applicable consumer law.

Where a refund is due, we will normally return the payment using the original payment method. Any refund of delivery charges will be handled in accordance with the applicable legal requirements. For eligible statutory cancellations, this will generally include the cost of standard delivery, subject to the relevant rules.

For eligible cancelled orders where goods must be returned, we may be able to withhold the refund until the goods have been returned or you have provided evidence that they have been sent back, as permitted by law.

If you have a question about a refund or the status of a return, please contact us with your order details so we can help.

6. Made-to-order and personalised products

Some products may be manufactured or prepared to meet individual measurements, specifications or requirements.

Qualifying personalised products and goods made to a consumer's specifications may be exempt from the usual 14-day change-of-mind cancellation right. This does not remove your rights if a product is faulty, damaged, incorrectly made or otherwise does not conform to the contract.

Not every product described as made to order is automatically exempt from cancellation rights. Whether an exception applies depends on the nature of the product and the circumstances of the order.

Please check all measurements, quantities and specifications carefully before confirming an order for products made to your requirements. If you are unsure whether a product is made to order or personalised, please contact us before purchasing.

7. Contact us

If you have any questions about delivery quotes, collection, unloading, cancellations, returns or refunds, please get in touch before making arrangements.

For delivery enquiries, please include your delivery postcode and the panels and quantities you are interested in so we can help you understand the available options.

If you need to cancel an order or delivery booking, please contact us as soon as possible and include your order details so we can act promptly.

We will do our best to explain the process and help you make suitable arrangements for your order.

Nothing in this policy is intended to exclude or limit your statutory rights as a consumer.