Cancelling an order
How cancellations work
There is a window while the order is still with us. After the courier collects, it is a return.
The rules in short
The window
A cancellation costs nothing before the courier collects, which is at least 1-2 business days after ordering. Email [email protected] with your Order ID and we confirm in writing.
A cancellation that lands after dispatch is really a return. Turn the courier away, or take delivery and start the return process.
What a cancellation costs us
Flat-pack panels are picked and strapped as one job, so a cancellation before that job starts costs nothing to reverse. Once the panels are strapped and labelled the courier has usually already been called.
After you cancel
The refund on a cancelled prepaid order is issued within 5-7 business days. COD orders cancelled before delivery have no payment to reverse.
When we cancel
Occasionally we cancel an order ourselves: stock that turns out to be unavailable, an address a courier will not serve, or a pricing error on a page. We tell you why and refund in full within 5-7 business days. We do not cancel without writing to you first.