Refund policy

Return and Refund Policy

At Lamella House, we want you to be fully satisfied with your purchase.

Right of withdrawal (14-day statutory right)

If you are a consumer based in the United Kingdom or the European Union, you have a legal right to cancel your order within 14 days of receiving your goods, without giving any reason, under the Consumer Contracts Regulations 2013 (UK) and Directive 2011/83/EU (EU consumers). This is a statutory minimum right and cannot be waived.

Our extended policy: 30-day returns

In addition to your statutory rights, Lamella House offers an extended 30-day return window from the date of delivery. To be eligible:

  • The item must be unused, uninstalled, and in its original packaging.
  • Proof of purchase (order number or receipt) is required.
  • Custom-cut or made-to-order panels may be excluded from returns unless faulty — this will be stated on the product page at the time of purchase.

How to request a return

  1. Email lamellahouse@outlook.com with your order number and reason for return.
  2. We will confirm the return and provide instructions within 2 business days.
  3. Once we receive and inspect the returned item, we will process your refund.

Refunds

  • Refunds are issued to the original payment method within 14 days of us receiving the returned goods, in accordance with EU/UK consumer law.
  • Original delivery costs are refunded only when the return is due to a fault or error on our part.
  • Return shipping is free of charge for all eligible returns within the 30-day window.

Faulty, damaged, or incorrect items

If your item arrives faulty, damaged, or different from what you ordered, contact us within 30 days of delivery. You are entitled to a repair, replacement, or full refund at no cost to you, as required under consumer protection law.