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Shipping and Returns

SHIPPING, DELIVERY, CANCELLATION & RETURNS POLICY

Discount Home Dealer Ltd
(Mainland Great Britain Only)

1. Delivery Area

We deliver to mainland Great Britain only (England, Wales and Scotland).

We do not deliver to:

  • Northern Ireland

  • Offshore islands

  • Channel Islands

  • International addresses

Orders placed outside our delivery area will be cancelled and refunded.

2. Delivery Charges

Delivery charges are calculated at checkout based on postcode, order size and weight.

Due to the size and weight of many of our products, deliveries are typically made via a specialist two-man courier service.

Delivery charges are displayed prior to completing checkout.

3. Delivery Timeframes

Estimated delivery timeframes (from dispatch date):

  • England & Wales: 3–10 business days

  • Scotland: 7–21 business days

These timeframes are estimates only and are not guaranteed.

We shall not be liable for delays outside of our reasonable control, including courier delays, weather conditions, adverse weather, or supply chain disruption.

4. Mandatory Contact Information

A valid contact telephone number must be provided at checkout.

Orders will not be dispatched without a valid telephone number.

If we are unable to contact you to arrange delivery, dispatch may be delayed. Any additional delivery costs arising from failed contact will be the responsibility of the customer.

5. Delivery & Access Requirements

It is the customer’s responsibility to:

  • Provide accurate delivery details

  • Ensure safe and reasonable access to the delivery address

  • Be available to accept delivery where required

Customers will be contacted by the courier to arrange or confirm a delivery date.

If a delivery date is agreed or confirmed and:

  • No one is available to accept delivery;

  • The delivery is missed;

  • The delivery is refused;

  • The address provided is incorrect; or

  • The property is inaccessible or unsafe,

the customer shall be liable for:

  • The full cost of the original delivery charge;

  • Any return-to-warehouse charges incurred; and

  • The full cost of redelivery.

Redelivery will not be arranged until these charges have been paid in full.

If the customer subsequently exercises their right to cancel after a failed delivery, any return and courier costs incurred will be deducted from the refund.

6. Risk & Inspection

Risk in the goods passes to the customer upon delivery.

Customers must inspect goods immediately upon delivery.

Any visible damage, shortages, or transit issues must be reported within 24 hours of delivery with clear photographic evidence.

This reporting requirement applies to transit damage claims only and does not affect your statutory rights in relation to faulty goods.

CANCELLATION RIGHTS (ONLINE ORDERS)

This section applies to online consumer purchases only.

7. Cancellation Before Dispatch

Orders may be cancelled for a full refund at any time prior to dispatch.

Once an order has been dispatched, it cannot be cancelled and will instead be treated under the returns procedure below.

8. Statutory Cooling-Off Period

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods.

To exercise this right:

  • You must notify us in writing within 14 days of delivery; and

  • You must return the goods within 14 days of notifying us.

Notification must be sent to:
info@discounthomedealer.com

9. Condition of Returned Goods

Returned goods must:

  • Be unused;

  • Not be installed;

  • Not be cut, modified, or altered;

  • Be in their original packaging;

  • Be in resaleable condition.

Panels that have been installed, cut, damaged, or handled beyond what is necessary to establish their nature, characteristics, and functioning will not be accepted.

We reserve the right to make deductions from any refund to reflect any loss in value resulting from handling beyond what is reasonably necessary.

10. Return Costs

Customers are responsible for return shipping costs for non-faulty items.

Due to the size and weight of our products, return courier charges may be substantial.

If a customer refuses delivery after dispatch, return courier charges and associated costs will be deducted from any refund.

We do not provide free returns for change-of-mind purchases.

11. Refunds

Refunds will be processed within 14 days of:

  • Receiving the returned goods; or

  • Receiving evidence that the goods have been returned.

Refunds will be issued to the original payment method.

Where cancellation is exercised under statutory cooling-off rights, we will refund:

  • The cost of the goods; and

  • The standard delivery charge paid at checkout.

Any premium delivery upgrades are non-refundable.

We may withhold refunds until goods are received or proof of return is provided.

FAULTY OR MISDESCRIBED GOODS

Nothing in this policy limits your rights under the Consumer Rights Act 2015.

If goods are faulty, defective, or not as described:

  • Contact us promptly;

  • Provide photographic evidence;

  • Do not install the product.

Where a fault is confirmed, we will arrange collection, repair, replacement, or refund in accordance with your statutory rights.

NON-RETURNABLE ITEMS

The following items are non-returnable unless faulty:

  • Custom-made or bespoke products;

  • Special-order items;

  • Cut or modified panels;

  • Installed panels;

  • Clearance or end-of-line items clearly marked as non-returnable.

PRE-ORDERS

Pre-order items will be dispatched on or around the estimated dispatch date provided at the time of ordering.

Dispatch dates are estimates only and may be subject to change due to supplier or shipping delays.

Delivery timeframes begin from the dispatch date, not the date the order was placed.

By placing a pre-order, you acknowledge and accept these terms.

STATUTORY RIGHTS

Nothing in this policy affects your statutory rights.