Delivery and Returns Policy

1. Introduction

This Delivery and Returns Policy explains how delivery, cancellations, returns and collections work when you purchase products through Acoustic Panels Direct ("we", "us", "our"). It applies to consumer orders placed through the Acoustic Panels Direct website and should be read alongside our Terms and Conditions, Privacy Policy and Refund Policy.

2. Delivery Information

2.1 Delivery Area

Delivery is available only to postcodes included in Zone A, Zone B or Zone C. We do not deliver to Zone D or to addresses outside the delivery areas listed below, including the Republic of Ireland. The delivery charge is determined by the delivery postcode.

2.2 Delivery Times and Arrangements

• We normally aim to deliver within 5 to 7 working days after accepting the order and receiving confirmation of the delivery address and telephone number.
• Customers may be asked by email to confirm their delivery address and telephone number before delivery is arranged. Delivery may be delayed until those details are confirmed.
• Deliveries are completed by our preferred logistics partners. All products are available for delivery only.
• The courier may send a text message shortly before delivery to confirm attendance and the preferred drop-off location.
• You may request kerbside, driveway, doorstep, ground-floor threshold or inside-ground-floor delivery. This is a preference rather than a guaranteed service. The final delivery location depends on access, driver safety and what is reasonable at the address.
• Delivery dates and times are estimates. We will contact you if a material delay becomes known.

2.3 Delivery Charges

The final delivery charge is shown at checkout before the order is placed. Current flat rates are:

• £25.00 for Zone A.
• £31.25 for Zone B.
• £37.50 for Zone C.
• No delivery is available to Zone D.
• The delivery charge is applied per order, not per product or box.

2.4 Access and Failed Delivery

You are responsible for ensuring that:

• The delivery address and telephone number are accurate and have been confirmed when requested.
• Access is suitable for the order and the requested drop-off location.
• The goods will fit through any relevant gates, doors, corridors, staircases or lifts.
• Someone is present to accept delivery when required.

If delivery cannot be completed because nobody is available, the details are incorrect or access is unsuitable, reasonable redelivery or storage charges may apply. Any charge will be explained before a further delivery is arranged.

3. Inspection on Delivery

Please inspect the packaging and goods as soon as reasonably possible after delivery.

• If packaging is visibly damaged, note this on the courier's delivery record where possible.
• Report damaged, missing or incorrectly supplied goods using the form on the Delivery and Returns page as soon as possible.
• We may ask for photographs or other information needed to investigate the issue.

Prompt reporting helps us investigate courier damage but does not limit your statutory consumer rights.

4. Change-of-Mind Returns

4.1 Cancelling After Delivery

You may cancel an online order without giving a reason by notifying us within 14 days beginning the day after the goods are delivered. After notifying us, you must return the goods within a further 14 days.

Use the return form on the Delivery and Returns page to notify us. We will provide return instructions. Using the form helps us administer the return and does not reduce your statutory cancellation rights.

4.2 Condition and Return Units

• Products are sold in packs of four panels. Change-of-mind returns must consist of complete packs; individual panels cannot be returned separately.
• You may handle the goods only as reasonably necessary to inspect their nature, characteristics and condition.
• Panels must not be cut, drilled, glued, installed, marked or damaged if they are being returned because you changed your mind.
• Complete packs should be returned securely closed in the original box. If the original box is unavailable, contact us before arranging the return so suitable protective packaging can be agreed.

We may reduce a refund to reflect loss in value caused by handling beyond what is reasonably necessary to inspect the goods.

4.3 Return Costs and Collection

You are responsible for the direct cost of returning change-of-mind goods.

• You may use your own suitable and adequately insured courier.
• Alternatively, after your return request is accepted, we can offer collection using our preferred courier. The current charge is £30 for one box plus £10 for each additional box. The total charge will be confirmed before collection is booked.
• For our collection service, the courier supplies the consignment label and QR code when the goods are collected.

4.4 Refunds for Change-of-Mind Returns

Refunds are made to the original payment method. We may withhold the refund until we receive the goods or you provide evidence that they have been returned, whichever occurs first. The refund will be processed without undue delay and no later than 14 days after that point.

• If you cancel and return the whole order, we will refund the price paid and the cost of our least expensive standard delivery option.
• If only part of an order is returned, the original delivery charge is not refunded.
• Return or collection costs are not refunded for a change-of-mind return.

5. Faulty, Damaged or Incorrect Goods

Goods must be of satisfactory quality, fit for purpose and as described. If goods are faulty, damaged on arrival or incorrectly supplied, use the form on the Delivery and Returns page as soon as reasonably possible.

Where the Consumer Rights Act 2015 applies, you normally have a 30-day short-term right to reject faulty goods. After that period, you may be entitled to a repair or replacement and, where the legal requirements are met, a price reduction or refund.

• We may ask for photographs or other reasonable evidence of the problem.
• Where goods are faulty, damaged on arrival or incorrectly supplied, we will bear reasonable return or collection costs.

Nothing in this policy excludes or limits your statutory rights.

6. Cancellations Before and After Dispatch

• If you cancel before dispatch, we will provide a full refund to the original payment method.
• If the order has already been dispatched, the cancellation and return rules in section 4 apply, including responsibility for the direct return cost.

7. Risk and Ownership

• Goods remain at our risk until they come into your physical possession or the physical possession of a person you have identified to receive them.
• Ownership of the goods passes to you once full payment has been received.

8. How to Arrange a Return or Report an Issue

Complete the form on the Delivery and Returns page or contact:

BCW International Limited t/a Acoustic Panels Direct

Trading address: 19 Dolly Lane, Leeds, West Yorkshire, LS9 7TU, United Kingdom

Registered address: 19 Dolly Lane, Leeds, West Yorkshire, LS9 7TU, United Kingdom

Email: info@acousticpanelsdirect.co.uk