We want you to be happy with your order. This page explains how to cancel an order, how to return items and what happens if something is faulty. Nothing on it affects your statutory rights.
Changing your mind: your right to cancel
If you are a consumer and you buy from us online, by phone or by email, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order within 14 days without giving a reason.
- The cancellation period ends 14 days after the day you, or someone you nominate, receive the goods. If your order arrives in several deliveries, it ends 14 days after the day you receive the last one.
- To cancel, tell us clearly before the period ends: email hello@accantodecor.co.uk, call +44 (0)20 0000 0000 or write to us. You can use the model cancellation form at the end of this page, but you do not have to.
- Once you have told us, you have a further 14 days to send the goods back or hand them to us.
Condition of returned items
You may handle the goods as you would in a shop to check them. To receive a full refund, please return items:
- unused, uncut and not fitted, with no adhesive applied;
- in their original packaging, which protects them in transit;
- complete, with all their parts and accessories;
- clean and free from damage, marks and scratches;
- with your order number or a copy of the delivery note.
If items have been handled more than was needed to check them, or come back damaged, we may reduce your refund to reflect the loss in value.
Returning items
When you change your mind, you pay the cost of returning the items. Panels and profiles are long and heavy, so please contact us before sending anything back: we can tell you how to pack them and, if you wish, quote for collection. You can also return items to our showroom by arrangement.
Items we cannot take back
The right to cancel does not apply to goods made to your specifications or clearly personalised. This includes:
- panels or profiles cut to sizes you have asked for;
- panels printed or finished to your own design;
- membrane cut from the roll to the length you have ordered;
- sealed products such as adhesive once the seal has been broken, where they cannot be returned for health or safety reasons.
We will always tell you before you order if an item is made or cut to order.
Faulty or damaged items
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If an item is faulty:
- within 30 days of delivery you can reject it and get a full refund;
- after 30 days, you can ask us to repair or replace it; if that is not possible, or does not fix the problem, you can ask for a price reduction or reject the item for a refund;
- a fault that appears within six months of delivery is presumed to have been there at delivery, unless we can show otherwise.
We pay the reasonable cost of returning faulty items to us, or arrange to collect them.
Before you fit your panels
Please check every panel before fitting, in good light. Shades can vary slightly between production batches, so make sure all the panels for one wall match before you start, and order all the panels for one area together. If you notice a fault or a difference in shade, stop and contact us before fitting: fitting a panel you know to be faulty can make a repair or replacement more difficult. This does not affect your statutory rights.
Damage that happens in transit should be reported within 48 hours of delivery, as explained on our Delivery & Payment page.
Refunds
We refund you within 14 days of receiving the goods back, or of receiving evidence that you have sent them, whichever is earlier. If you cancel before the goods are delivered, we refund you within 14 days of you telling us.
- We refund the price of the goods and any delivery charge you paid, up to the cost of our least expensive delivery option.
- Payments made by bank transfer are refunded to the account they came from.
- Cash payments are refunded by bank transfer to an account in your name.
Buying as a business
The right to cancel applies to consumers. If you buy as a business, including on a trade account, returns of goods that are not faulty are by agreement with us. Our Terms & Conditions set out what applies to business customers.
Model cancellation form
To: Accanto Decor Ltd, London, SE1 0AA, hello@accantodecor.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: …
Ordered on / received on: …
Name of consumer(s): …
Address of consumer(s): …
Signature of consumer(s) (only if this form is sent on paper): …
Date: …
Contact us
To cancel an order, return an item or report a fault, contact us on +44 (0)20 0000 0000 or at hello@accantodecor.co.uk, and please have your order number to hand.