Terms of service
Terms & Conditions
Please read these Terms & Conditions carefully before placing an order with Panels by Sofia (“we”, “us”, “our”). By placing an order, you agree to be bound by these Terms & Conditions.
1. Our Contract
1.1 These Terms & Conditions govern the supply of goods by Panels by Sofia Company Number 11267602 of Panels by Sofia, Unit 3, Moxon Court, Northallerton Business Park, Thurston Road DL6 2NG, to you, the customer (“you”). Our VAT number is GB 332202654.
1.2 All purchases made from us (via our website or otherwise) are subject to these Terms & Conditions, and a legally binding contract is formed when we deliver the goods to you.
1.3 Payment processing or order acknowledgement (e.g. by email) does not constitute legal acceptance of the order. We must accept your order (by delivering the goods or otherwise) for the contract to be binding.
2. Ordering
2.1 You may purchase items via our website by following the on-screen prompts. If applicable, you may customise or select different options for the goods (colour, size, etc.) prior to placing your order.
2.2 You will have an opportunity to review and correct any mistakes in your order prior to final submission (e.g. via cart / checkout).
2.3 We reserve the right to refuse any order for any reason. If we do so, we will notify you and refund any payment made.
3. Price & Payment
3.1 The price payable for goods is the price listed at the time you place your order, plus any delivery or shipping charges, unless otherwise agreed. Prices include VAT where applicable unless stated otherwise.
3.2 Prices are subject to change at any time prior to acceptance of your order. We reserve the right to adjust prices due to market conditions. If a price change occurs after you place your order but before acceptance, we will notify you and give you the option to proceed or cancel.
3.3 Promotional or discount codes must be entered prior to completion of checkout; we cannot apply discounts retrospectively.
3.4 In the event of a pricing or description error, we may cancel the order or contact you to agree to a revised price. If we cannot reach you, we may cancel and refund.
3.5 Payment must be received in full, including delivery charges, before we dispatch the goods unless agreed otherwise.
3.6 We accept payments by major credit/debit cards and/or other methods as displayed on the checkout page.
3.7 If your payment method is declined (card issuer, bank or payment service), we will not be able to accept your order.
4. Delivery & Title
4.1 We aim to deliver goods within the timeframe specified on our website. Except in exceptional circumstances, delivery will occur no later than 30 days after the day the order is placed (unless we and you agree otherwise).
4.2 We may deliver in instalments, each of which may be a separate contract.
4.3 Before placing your order, please check the delivery options and whether goods can be delivered to your address. Some areas may be excluded or subject to extra charges.
4.4 Upon delivery, goods are at your risk. However, ownership (title) to the goods remains with us until we have received full payment of all sums due under the contract.
5. Collection
5.1 Goods marked “available for collection” may be collected from our premises (address stated on our site).
5.2 Acceptance of your order in this case occurs when you collect the goods.
5.3 You will need to bring appropriate proof of order / payment when collecting.
5.4 If you fail to collect the goods within 14 days of us notifying you they are ready, we may cancel the order, dispose of the goods, and no refund will be issued (unless otherwise agreed).
6. Availability
6.1 All goods are subject to availability.
6.2 If a good you ordered is out of stock or otherwise unavailable, we will inform you. You can choose to either wait, select an alternative, or cancel and receive a refund for that item.
7. Custom, Made-to-Measure, & Personalised Goods
7.1 Some goods may be custom, made to measure, made to your specifications or personalised (e.g. cut panels to size).
7.2 Because of their bespoke nature, these goods cannot normally be cancelled or returned simply because the customer changes their mind, unless faulty or not as described.
7.3 Please ensure all measurements and specifications you provide are correct, as we cannot accept liability for errors arising from incorrect information supplied by you.
8. Cancellation, Returns & Refunds
8.1 If goods are damaged, incorrect or faulty, you may cancel your order or return the goods and we will offer a full refund, repair or replacement as appropriate.
8.2 For non-faulty goods, you may have a right to cancel under the Consumer Contracts Regulations within 14 days of receipt.
8.3 To cancel, you must notify us (by email or other contact methods given below) within 14 days.
8.4 After cancellation you must return the goods to us at your cost within 14 days of our agreeing the cancellation (unless we agree to cover this). Goods must be returned with all components, in their original condition and packaging.
8.5 The cost of returning goods is the responsibility of the customer, unless the goods are faulty, damaged, or supplied incorrectly.
8.6 We will refund you the value of the goods and any standard delivery costs (unless a different delivery option was chosen) within 14 days of the later of:
• the day we receive the goods back; or
• the day you provide proof of return; or
• (if goods not delivered) the day you inform us of cancellation.
8.7 We may deduct from the refund an amount for diminished value of goods returned if due to unreasonable handling.
8.8 Exceptions: you have no right to cancel for goods which are custom-cut, personalised, made-to-order, or altered to your specification (unless faulty or not as described).
8.9 Stock items returned (i.e., non-custom, standard products) will be subject to a 15% restocking fee, which will be deducted from any refund issued.
9. Shipping Damage
9.1 You must inspect goods carefully at the time of delivery and note any visible damage on the delivery courier’s paperwork before signing.
9.2 If goods arrive damaged, you must notify us within 48 hours of delivery by email with photographic evidence of the damage, including packaging where possible.
9.3 If the damage is confirmed, we will arrange either a replacement or refund at our discretion.
9.4 Failure to notify us of damage within 48 hours may affect your right to a refund or replacement.
10. International Orders (including EU)
10.1 Panels by Sofia is based in the United Kingdom. For deliveries outside the UK (including the European Union), customs duties, taxes, and import charges may be applied by the destination country.
10.2 These charges are not included in our prices or delivery charges and are the sole responsibility of the customer.
10.3 We cannot advise on the specific amounts of customs charges or taxes — please check with your local customs authority before placing an order.
10.4 If you refuse delivery due to unpaid customs or import charges, no refund will be issued for shipping costs, and we may deduct return costs from any refund due.
11. Liability
11.1 If you buy goods as a consumer (i.e. not for resale or business use), we accept liability for:
• death or personal injury caused by our negligence;
• any faulty goods that don’t meet statutory rights;
• any breach of applicable consumer protection laws.
11.2 To the extent permitted by law, we exclude liability for:
• loss which is not foreseeable;
• loss that arises when we are not at fault;
• business losses, loss of profits, contracts, goodwill, opportunity.
11.3 All goods sold are intended for use in the UK. We cannot guarantee compliance with laws or standards outside the UK.
12. Events Beyond Our Control
12.1 We will not be liable for any delay or failure to perform any obligations under these Terms & Conditions where that delay/failure results from events beyond our reasonable control (“force majeure”) including, but not limited to: natural disasters, extreme weather, fire, flood, strikes, government restrictions, transport delays, telecommunications failures, etc.
13. General
13.1 If any provision of these Terms & Conditions is found by a court to be invalid, illegal or unenforceable, the remaining provisions will continue in full force.
13.2 All images, descriptions, weights, measurements are for illustration purposes only. We try to be accurate, but some variations (especially in bespoke/custom items) may occur.
13.3 These Terms & Conditions are governed by the laws of England & Wales. Any disputes will be subject to the courts of England & Wales.
14. Contact Details
If you wish to contact us with any questions, complaints, or about cancellations, returns etc., please contact:
Panels by Sofia
Address: Unit 3, Moxon Court, Northallerton Business Park, Thurston Road DL6 2NG
Email: support@panelsbysofia.com
Telephone: 01609 561190