Terms & Conditions
This website www.acupanel.com is owned and operated by;
VAT number: NL863481802B01
Registered in The Netherlands 85037346
Tel: +44(0)1525 851166
Fax: +44(0)1525 217858
If you need to contact us please use the details above.
Making A Contract With Us
2.1 When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order.
2.2 Once we have reviewed your order we will e-mail you again to confirm that we accept your order and that a contract has been made between us.
2.3 In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this. You will not receive an e-mail confirming acceptance of your order, and there will be no contract between us.
2.4 Images of products on this website are for illustrative purposes only. Your goods may vary slightly from the image shown on the website and may not include any of the pictured accessories unless stated in the specification of the goods. Whilst goods may be shown assembled, they may require assembly by you.
2.5 We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the actual goods.
2.6 Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.
2.7 As is the norm with all wood veneer factories, the size on the label is an average width of the sheet. Whilst we try and give the narrowest measurement sometimes the size on the website will show the average width.
2.8 This contract is covered by English law.
How To Place Order
3.1 You can use our website to place an order by selecting the product you wish to buy and adding it to your basket. Items you do not require can be removed from your basket at any time.
3.2 Carriage charges will be shown prior to you placing your order.
3.3 You will be required to pay for the goods in full at the time of ordering.
3.4 We use secure payment facilities for online purchases. You can pay for your order by Visa, Mastercard, Delta/Connect, American Express, PayPal, or ClearPay.
3.5 Promotional prices only apply during the period stated.
3.6 All prices quoted on our website in Euros and include Value Added Tax at the current rate.
3.7 Once your order has been confirmed, changes may not be possible or may incur additional charges or delays.
Delivery & Carriage Charges ( In line with current Covid climate )
4.1 All delivery options will be calculated at the checkout stage.
4.2 We have multiple warehouses across Europe and panels will be delivered from the closet warehouse to the delivery address.
4.3 Your order may arrive in more than one delivery.
4.4 We will deliver the goods to the premises you specify on your order. You must be at home to accept delivery of your order, which is normally between 9:00am and 6:00pm Monday-Friday.
4.5 Most of our products are relatively lightweight items.
4.6 Disposal of packing materials is your responsibility.
4.7 After two failed delivery attempts (or if you are not at home for an agreed delivery) the goods may be returned to our warehouse and we reserve the right to charge you an additional re-delivery charge.
4.8 If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery.
4.9 Please check the goods upon delivery - any goods found to be missing or damaged should be notified to ourselves within 5 working days.
4.10 If the goods are lost or damaged in transit, please let us know within 5 working days.
4.11 Deliveries are made to the ground floor only and on the condition that there is reasonable access for the safe and prompt delivery of the goods. You should tell us about any special delivery requirements or conditions when you place your order.
4.12 Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, floods, storms, severe weather, acts of God, war, riots, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible however we can’t be responsible where this causes a delay or failure in delivering your goods.
Cancellation, Returns & Refunds
5.1 All orders are carefully checked prior to dispatch. However, unfortunately, items can sometimes get lost or damaged in transit due to factors beyond our control. If an item arrives damaged in any way please contact us within 5 working days of receipt. Refunds are given at the discretion of Acupanel management team. You can contact us via email, phone or mail using the details on the Contact Us Page.
5.2 If you are unhappy or no longer require a part of your purchase, we offer a full refund within 30 days of receipt. Your items must be returned to us in a re-sellable condition, in the original packaging with a copy of the invoice and Return Merchants Authorisation reference (RMA). Please write on your invoice the reason for the return:
- Returned for refund
- Returned faulty
Please note failure to include your invoice and include your RMA will slow down the processing of your return. We do not cover the cost of return shipping if you have decided you do not like the product or there are slight colour differences to our website due to wood being a natural product. If free delivery has been offered and the order is rejected or sent back due to no longer wanting the product or ordering the incorrect item then a refund will be made on the product minus the delivery cost.
Faulty Goods & Guarantee
6.1 If there is a problem with the goods, please notify us by email or in writing providing details of the problem. It’s helpful if you can provide us with a digital photograph of the problem as this normally saves you from having to return the goods for inspection. We will deal with the matter in accordance with your legal rights.
6.2 All goods are covered by a manufacturer’s warranty against faulty workmanship and materials, subject to the terms and conditions of that warranty.
6.3 The manufacturer’s warranty is provided in addition to the rights that the law says you have as a consumer and accordingly, your statutory rights are not affected.
6.4 If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received at our warehouse and checked. The cost of returning goods to us is your responsibility; however on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however you will be required to cover our reasonable postage costs.
6.5 All veneering surfaces and substrates should be cleaned before commencing any veneering.
6.6 Items situated below a sink, covering a dishwasher, washing machine or other similar appliance should be protected against excessive water contact.
6.7 Items located near any source of heat or steam should be protected either by heat deflectors or other suitable protection.
6.8 Other items such as tools are guaranteed for 1 year from the date of delivery. Within this time scale, we will replace defective goods free of charge.
6.9 If an item is no longer available we will offer an alternative. However, our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance, you will have the option of a refund.
6.10 Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.
6.11 We are unable to guarantee an exact colour match due to the nature of the product.