Terms of service

Last updated: 7 October 2026

These Terms of Service ("Terms") apply to your use of the Neat Panels website and to purchases made through our online store.

By using our website or placing an order with us, you agree to these Terms. Please read them carefully before placing an order.

These Terms do not affect any statutory rights you may have as a consumer under UK law.

1. About us

Neat Panels is the trading name under which we operate this online store.

Our contact details are:

Neat Panels
Unit 1, Meadow Road
Derby
DE1 2BH
United Kingdom

Telephone: 01332 577183
Email: hello@neatpanels.co.uk

Company Registration Number: 1823727
VAT Number: GB 396 5919 86

2. Our products

We sell interior panel products and related items through our website.

Our products are described and displayed on the relevant product pages. We make reasonable efforts to ensure that product descriptions, dimensions, images and other information are accurate.

Colours, textures, grain patterns and finishes may vary slightly from photographs or digital representations, particularly where products are made from natural or textured materials.

You should always check the product description, dimensions, specifications and quantity before placing your order.

Our current standard panel products are supplied in the sizes stated on the relevant product page.

We may introduce additional sizes, profiles, finishes and made-to-order products in the future. Where a product is made to your individual specifications, additional terms may apply as explained on the relevant product page.

3. Product suitability

You are responsible for ensuring that the products you order are suitable for your intended application and installation environment.

Where installation, preparation or fixing instructions are provided, these should be followed carefully.

If you are unsure whether a product is suitable for a particular application, please contact us before placing your order.

We are not responsible for problems arising from incorrect measurements, unsuitable installation, misuse, inappropriate storage, or failure to follow applicable installation instructions.

Nothing in this section affects your statutory rights where a product is faulty or does not conform to the contract.

4. Product dimensions and measurements

You are responsible for checking the required dimensions and quantities before ordering.

Our standard products are supplied in the dimensions stated on the relevant product page.

Where we introduce made-to-order products, you will be responsible for providing accurate dimensions and specifications.

Please carefully check any measurements before submitting an order for a made-to-order product.

We cannot accept responsibility for incorrect measurements supplied by you where the product has been manufactured in accordance with the information you provided.

This does not affect your statutory rights where we have failed to manufacture or supply the product in accordance with your order.

5. Placing an order

When you place an order through our website, you are making an offer to purchase the products in your order.

After placing an order, you should receive an acknowledgement confirming that we have received your order.

An order confirmation does not necessarily mean that your order has been accepted.

A contract between you and us is formed when we confirm that your order has been accepted and is being processed for dispatch, unless we have notified you that we are unable to accept your order.

We reserve the right to refuse or cancel an order where there is a legitimate reason to do so, including where:

a product is unavailable;
there has been an obvious pricing or product description error;
we are unable to fulfil the order;
we suspect fraudulent or unlawful activity; or
delivery to the requested location is not available.

If we cancel an order after you have paid, we will refund any payment due to you.

6. Product availability

We aim to keep our website and stock information accurate, but products may occasionally become unavailable.

If we are unable to fulfil an order you have placed, we will contact you and, where appropriate, offer an alternative or provide a refund.

7. Prices

All prices displayed on our website are as stated on the relevant product page.

Where applicable, prices will include VAT at the prevailing rate.

Delivery charges are normally shown separately and will be displayed before you complete your purchase.

We reserve the right to change prices at any time, but changes will not affect an order that we have already accepted, except where an obvious pricing error has occurred.

8. Pricing errors

We take reasonable care to ensure that prices and product information displayed on our website are accurate.

If we discover an obvious error in the price of a product you have ordered, we will contact you as soon as reasonably possible.

We will give you the option of confirming the order at the correct price or cancelling the order.

If we are unable to contact you, we may cancel the order and refund any payment already made.

9. Payment

Payment must be made using one of the payment methods available at checkout.

Payment processing may be carried out by Shopify and/or third-party payment providers.

We do not normally have access to or store your full payment card details.

10. Delivery

We currently offer delivery options based on the dimensions and quantities that can be accommodated by our available delivery services.

Our current standard panels are supplied in 1200mm × 600mm dimensions, with delivery options and any applicable quantity restrictions displayed at checkout.

Delivery availability, charges and estimated delivery times will be shown during the checkout process where possible.

We may introduce larger panels or products, including acoustic panels, in the future that require different delivery arrangements.

Where a product requires a specialist or alternative delivery service, this will be explained on the relevant product page or during checkout.

Delivery times are estimates unless we have expressly agreed a specific delivery date with you.

We will not be responsible for delays caused by circumstances outside our reasonable control, although this does not affect your statutory rights.

11. Delivery damage

We take reasonable care when inspecting and packaging products before dispatch.

If your order arrives damaged, please contact us as soon as reasonably possible and provide photographs of the product and packaging.

You should retain the packaging and damaged product until we have advised you that they are no longer required.

We will investigate the issue and provide the appropriate remedy required by applicable consumer law.

Where only part of an order is damaged, we will seek to resolve the issue in a proportionate manner and will not automatically require the return or replacement of unaffected products.

12. Risk and delivery

For consumer purchases, responsibility for the goods remains with us until the goods come into your physical possession or the possession of a person you have identified to receive them on your behalf, unless otherwise permitted by applicable law.

Nothing in these Terms limits your statutory rights concerning goods that are damaged, faulty or otherwise do not conform to the contract.

13. Returns and cancellations

Our full approach to cancellations, returns, refunds, faulty products and damaged goods is set out in our Returns & Refunds Policy.

For standard products purchased online, you may generally have a statutory 14-day cancellation right.

The direct cost of returning goods following a change-of-mind cancellation will normally be your responsibility, unless we have agreed otherwise or applicable law requires us to cover the cost.

Certain made-to-order or personalised products may be exempt from the normal statutory cancellation right where they are genuinely made to your specifications.

Nothing in these Terms or our Returns & Refunds Policy affects your statutory consumer rights.

14. Made-to-order products

Where we offer products manufactured to your individual specifications, you will be responsible for checking the measurements and specifications you provide before confirming your order.

Made-to-order products may not be eligible for cancellation simply because you have changed your mind where the law provides an exception for goods made to the consumer's specifications or clearly personalised.

This does not affect your rights where a made-to-order product is faulty, damaged, incorrectly manufactured, incorrectly supplied or otherwise does not conform to the contract.

The specific terms applicable to a made-to-order product will be shown on the relevant product page before purchase.

15. Returns of installed or modified products

If you believe a product is faulty or otherwise does not conform to the contract, please contact us before carrying out further work on the product where reasonably possible.

If you have cut, modified, painted or installed a product before contacting us, this may affect the available remedy where the issue has resulted from your actions or where the value of the product has been reduced.

This does not affect your statutory rights where the product was already faulty or did not conform to the contract.

16. Your responsibility for measurements and quantities

Before placing an order, you should ensure that you have ordered sufficient panels and that the dimensions and specifications are suitable for your project.

We recommend allowing for appropriate wastage when calculating how many panels you require.

We are not responsible for additional costs resulting from insufficient quantities being ordered or incorrect measurements supplied by you.

This does not affect your rights where we have supplied products that differ from what you ordered.

17. Website use

You agree to use our website lawfully and responsibly.

You must not:

use the website for fraudulent or unlawful purposes;
attempt to gain unauthorised access to the website or its systems;
interfere with the operation or security of the website;
introduce malicious software or code;
copy or reproduce website content for commercial purposes without permission; or
use automated systems to access or extract information from the website in a manner that could damage or interfere with our services.

We reserve the right to restrict or suspend access to the website where we reasonably believe these Terms have been breached.

18. Intellectual property

Unless otherwise stated, the content of this website, including text, photographs, graphics, logos, product descriptions, designs and other materials, belongs to Neat Panels or is used with permission.

You may view and use the website for your personal and non-commercial purposes.

You must not reproduce, distribute, modify or commercially exploit our website content without our prior written permission.

19. Third-party services and links

Our website may use or link to services provided by third parties, including payment providers, delivery providers, Shopify and other technology providers.

We are not responsible for the content, availability or operation of third-party websites or services.

Your use of third-party services may also be subject to their own terms and privacy policies.

20. Reviews and customer content

If you submit a review, photograph, comment or other content to us or through our website, you must ensure that you have the right to provide that content and that it does not infringe another person's rights.

You must not submit content that is unlawful, defamatory, misleading, abusive or otherwise inappropriate.

Where you submit content for publication, you grant us permission to use, reproduce and display that content for the purposes of operating and promoting our business, subject to applicable law.

We reserve the right to remove content that we reasonably believe breaches these Terms or applicable law.

21. Our liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

In particular, nothing in these Terms limits your statutory rights as a consumer or our liability for matters such as death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded.

Subject to the above, we are not responsible for losses that:

were not reasonably foreseeable;
were not caused by our breach of these Terms; or
relate to business losses where you are purchasing as a consumer.

Our products are intended for their stated uses and applications. We are not responsible for losses arising from misuse, incorrect installation, inappropriate storage, unauthorised modification or use outside the product's intended purpose.

22. Events outside our control

We will not be responsible for delays or failures caused by circumstances beyond our reasonable control.

These may include, for example:

severe weather;
natural disasters;
transport disruption;
strikes;
supply chain disruption;
failure of third-party delivery services;
interruption to utilities or telecommunications;
cyber incidents; or
changes in law or government requirements.

Where such circumstances affect your order, we will take reasonable steps to notify you and minimise the impact where possible.

This does not affect any statutory rights you may have.

23. Privacy

Our collection and use of personal information is explained in our Privacy Policy.

By using our website or placing an order, you acknowledge that your personal information will be processed in accordance with that policy.

24. Changes to these Terms

We may update these Terms from time to time to reflect changes to our products, services, website, business practices or legal requirements.

The version of the Terms that applies to your order will be the version in force when your order is accepted.

The latest version will always be made available on our website.

25. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be treated as removed or limited to the minimum extent necessary.

The remaining provisions will continue to apply.

26. Governing law and jurisdiction

These Terms are governed by the law of England and Wales.

If you are a consumer, you will retain any mandatory protections and rights provided to you by the law of the country in which you live where applicable.

Nothing in these Terms prevents you from exercising any statutory rights available to you as a consumer.

27. Contact us

If you have any questions about these Terms, your order or our services, please contact us: