Returns & Order Cancellation
I’ve changed my mind, what do I do?
As humans it is normal that we change our minds, and we understand that sometimes a situation changes where something we’ve purchased is no longer required. If you find yourself needing to return a product there’s no need to worry as you can return it, undamaged with the fixings, within 14 days of you receiving your order. Email us at email@example.com to let us know that you will be returning a product. You must arrange for the return of the product. We reserve the right to make a deduction from the amount of the refund if the product you have returned shows signs of unreasonable use or if some accessories are missing. In particular, we do not accept returns if suspension accessories have already been inserted into the product. You will be refunded within fourteen working days after we have received the product.
I bought the wrong size
If you discover that you have purchased the wrong size panel for your space, you can return the panel to us, for a refund or exchange within 14 days of receiving your order. You must arrange for the product to be returned, this is not something we do. Please email us at firstname.lastname@example.org prior to sending the product back as we will need to confirm stock levels if you wish to exchange.
Once the products have been returned and inspected by our warehouse staff we will confirm the amount due to be refunded, cost of shipping will not be refunded. If you are exchanging you will still be required to pay a shipping charge if you do not meet minimum spend for free delivery.
I’ve received an item that is damaged/faulty
We always package our panels with care, but sometimes a bump or knock can occur during transit. When you receive your order you must inspect the package prior to signing, if you notice any damages to the outer packaging at the time of delivery either: do not accept the package and request for this to be returned to us, or request to sign for as "Damaged". Once you have signed for the package you are accepting any damages that have occurred in-transit.
If you find that there is any damage to the product, when unboxing, please let us know as soon as possible by emailing email@example.com. Please be sure to provide pictures of the outer packages, including any damage to the product, and let us know whether you would like a replacement or a refund. We will be in touch as soon as possible and a collection will be arranged on your behalf. Once the panel has been received back into our warehouse we will issue a refund. We reserve the right to make any deductions from the refund where there are fixings missing.
If, in the unlikely case, you install a panel and later find out that the panel is faulty you have within 30 days of receiving it to get in contact and let us know. We will arrange a return for you and you will be entitled to a replacement or full refund.
Goods returned to TSB need to be checked by the warehouse and receipted back into stock. If you’ve advised that you’d like a replacement this will be dispatched upon receipt of the damaged/faulty item, or a refund given if this is what you have requested.