Cancellation & Order Modification Policy

Legal & Compliance

Cancellation & Order Modification Policy

This policy sets out exactly when and how you can cancel an order or request a modification — including address corrections, size changes, and quantity amendments — at every stage of the order process. Your statutory rights under UK law always apply in full.

Consumer Contracts Regulations 2013 14-Day Statutory Cooling-Off UK Delivery Only

Last updated: 25 June 2026  |  Effective date: 25 June 2026

Who This Policy Applies To

This policy applies to all orders placed through lunaireworks.com, operated by STERZEAL HATS LIMITED (Company No. 13249070) trading as Lunaire Works. Because every order is placed online, all purchases are governed by the rules for distance contracts under UK law. We sell and deliver exclusively within the United Kingdom.

Products this policy covers

  • MDF and HDF shaker wall panel kits in standard sizes
  • Pine Cheshire moulding dado and picture rail kits
  • Bulk panel packs (for example, the 90-panel shaker kit)
  • Custom-cut and bespoke-sized panels manufactured to your specific dimensions
  • Build-your-own panel configurations
  • Adhesive products supplied with or alongside panel orders

Key facts about how we operate

Understanding our manufacturing and dispatch process is important when considering whether you can still cancel or modify your order:

  • Orders placed before 02:00 noon Monday to Friday are typically manufactured and dispatched the same working day.
  • Orders placed after 02:00 noon, or at any time over the weekend or on bank holidays, are dispatched on the next working day.
  • Custom-sized panels typically take 1–2 working days to manufacture before dispatch.
  • We use Evri, Parcelforce, or DHL depending on order size and postcode. A tracking link is emailed once your order leaves our workshop.
Why this matters: the window to cancel or modify a standard order before dispatch may be very short — sometimes less than a few hours. Contact us as early as possible after placing your order if you need to make any changes.

Your Order at a Glance — What You Can Do at Each Stage

The ability to cancel or modify your order depends on where your order is in our process. The timeline below sets out each stage, what is possible, and what applies to standard versus custom orders.

Stage 1 — Order Placed (Awaiting Production) Most flexible

Your order has been received but manufacturing has not yet started. This is the easiest point at which to cancel or modify. For standard panel orders placed after 02:00 noon, this window typically lasts until the following morning. For custom orders, this window may extend up to 1 working day.

  • Full cancellation — free of charge, full refund processed within 10 working days
  • Delivery address correction — free, confirmed in writing before dispatch
  • Quantity increase or decrease — free, subject to stock or production availability
  • Product swap (standard to standard) — free if equivalent value; price difference invoiced or refunded
    • Stage 2 — In Production Limited changes

    Panels are being cut and finished in our workshop. Standard orders move through this stage quickly — often within a few hours of being placed during a working day. Custom orders may be in production for up to 1–2 working days.

  • Delivery address correction — possible if dispatch has not occurred; contact us immediately
  • Quantity reduction — possible for standard orders if panels have not yet been cut; we will advise
  • Dimension changes to custom orders — not possible once cutting has started
  • Full cancellation of standard orders — still possible if cutting has not started; contact us urgently
    • Stage 3 — Packed and Awaiting Collection by Courier Address change only

    Panels are finished, packaged, and labelled. The courier has not yet collected the parcel. This is typically within a few hours of dispatch.

  • Delivery address correction — still possible before courier collection; contact us immediately by phone
  • Product changes, size changes, or quantity changes — not possible at this stage
  • Cancellation — possible but refund will be delayed until goods are returned to us post-delivery
    • Stage 4 — In Transit with Courier Cancellation after receipt

    Your parcel is with Evri, Parcelforce, or DHL and on its way to you. Address redirects can sometimes be requested but are not guaranteed. You retain your statutory 14-day right to cancel — you must accept delivery and then return the goods.

  • Courier redirect request — we can try, but success is not guaranteed and may incur a courier fee
  • Refusing delivery — we strongly advise against this; it can delay your refund and may incur additional handling costs
  • Your right to cancel — fully intact; notify us within 14 days of delivery and return goods within 14 days of notification
    • Stage 5 — Delivered Statutory rights apply

    Your order has been delivered. Your 14-day statutory cooling-off period begins the day after delivery. Our voluntary 30-day returns window also starts from this point for standard products.

  • Change-of-mind cancellation — available within 30 days of delivery for standard products (statutory minimum is 14 days)
  • Change-of-mind cancellation for custom orders — not available after delivery unless goods are faulty or not as described
  • Faulty, damaged, or incorrectly described goods — full rights to repair, replacement, or refund under the Consumer Rights Act 2015

    • Your Statutory 14-Day Right to Cancel

    Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have an unconditional right to cancel all standard (non-custom) orders placed with Lunaire Works within 14 calendar days of the day after delivery. You do not need to give any reason.

    When Does the 14-Day Period Start?

    The 14-day cancellation period begins on the day after you receive your goods — not the day you placed the order and not the day of dispatch. For example, if your order is delivered on a Monday, your right to cancel runs until the end of Monday of the following fortnight.

    If your order is delivered in multiple packages (for example, a large bulk order that ships in two consignments), the 14-day period starts from the day after the last package in the order is received.

    We extend this to 30 days: we voluntarily extend your change-of-mind returns window to 30 calendar days from the date of delivery for all standard products. This gives you more time to inspect and make a decision. The statutory 14-day minimum always falls within this extended window.

    How to Exercise Your Right to Cancel

    To cancel your order within the cooling-off period, you must notify us clearly before the cancellation window expires. You can do this by:

    • Emailing info@lunaireworks.com with the subject line: Order Cancellation — Order [your order number]
    • Calling us on +44 33 0043 9923 during business hours (Monday–Friday, 9:00 AM–5:00 PM GMT)
    • Using the live chat on our website during business hours at lunaireworks.com
    • Writing to our registered address: STERZEAL HATS LIMITED, 7126 Newark Avenue, Peterborough, PE1 4NP England, United Kingdom

    You do not need to return the goods before notifying us. Sending your notification alone — by any of the methods above — stops the clock on the cancellation window. We will acknowledge your cancellation by email within 2 working days.

    Statutory Rights vs. Our Voluntary Policy — at a Glance

    This table compares the minimum you are legally entitled to against what we voluntarily offer.

    Situation Statutory minimum (CCR 2013 / CRA 2015) What we offer
    Change-of-mind cancellation window — standard products 14 calendar days from day after delivery 30 calendar days from delivery
    Return period after notifying us of cancellation 14 days from cancellation notice 14 days from cancellation notice
    Refund timing 14 days after receiving returned goods (or proof of posting, whichever is earlier) Within 10 working days of receiving goods back
    Return postage — change of mind At customer's expense (unless seller arranged collection) At customer's expense
    Return postage — faulty / not as described Free (seller must meet reasonable return costs) Free — we cover all return postage for faults
    Cancellation — bespoke / custom orders No cooling-off right (CCR Reg. 28(1)(b)) No change-of-mind return; full rights for faults
    Faulty goods within 30 days Right to reject and receive full refund Full refund, no quibble

    Cancelling Before Dispatch

    Cancelling before your order is dispatched is the simplest outcome for everyone — you receive a full refund promptly and nothing needs to be returned. Here is how the process works formally.

    Standard Orders — Pre-Dispatch Cancellation Process

    1
    Contact us immediately Email info@lunaireworks.com with the subject: Pre-Dispatch Cancellation — Order [number], or call +44 33 0043 9923. Include your order number and the reason for cancellation (optional but helpful).
    2
    We check your order status We will check whether your order has entered production or been dispatched. Orders placed before 02:00 noon on a working day may already be in production or dispatched by the time you contact us — speed matters here.
    3
    Written confirmation If your order has not been dispatched and cancellation is possible, we will confirm your cancellation by email within 2 working hours during business hours. You will receive a written cancellation reference number. No cancellation is considered confirmed without this email from us.
    4
    Full refund issued A full refund of the product price and any delivery charge paid is issued to your original payment method within 10 working days of your cancellation being confirmed. No return of goods is required as the order was never dispatched.
    No return required: if we confirm a pre-dispatch cancellation, there is nothing for you to return. Your refund is processed automatically once we update the order status in our system.

    Custom Orders — Pre-Dispatch Cancellation

    Custom-cut panels are manufactured specifically to your dimensions and specifications. Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the standard 14-day cooling-off right does not apply to goods made to your individual specification.

    However, before manufacturing begins, you may still cancel a custom order. The rules are:

    • Before manufacturing starts: free cancellation with full refund. Contact us before 02:00 noon on the working day after placing your custom order, or as soon as possible if placed after noon.
    • Once manufacturing has started: cancellation may not be possible, or a reasonable deduction may be made from the refund to cover materials and labour costs already incurred. We will always tell you what that deduction would be before confirming.
    • Once manufacturing is complete: cancellation on a change-of-mind basis is not available. Your panels will be dispatched as ordered.
    Always your fault to verify dimensions: custom panels are manufactured precisely to the measurements you provide. Please double-check your wall dimensions carefully before placing a custom order. We cannot cancel or refund a correctly manufactured custom order simply because the panels do not fit.

    Cancelling After Dispatch — What Happens and What It Costs

    Because we manufacture and dispatch most orders very quickly, there will often be cases where your order has already left our workshop before you have had a chance to cancel. Your cancellation rights remain fully intact — here is exactly how the process works and what costs may be involved.

    Steps to Cancel After Dispatch — Standard Orders

    1
    Notify us of your cancellation Email info@lunaireworks.com with the subject: Post-Dispatch Cancellation — Order [number]. State your order number and confirm that you wish to cancel under your statutory right. Your notification date is the date on which your cancellation period is measured — do not delay.
    2
    Accept delivery of the goods We strongly advise you to accept delivery when the courier arrives, even if you intend to return the goods. Refusing delivery delays your refund and may result in the parcel being returned to us slowly via the courier's own process, which we cannot control. Accepting delivery puts you in control of the return timeline.
    3
    Return the goods within 14 days of your cancellation notice You have 14 days from the date of your cancellation notification to return the goods to us. Goods must be returned in their original or equivalent protective packaging and in an undamaged, uninstalled, unpainted condition. Please use a tracked postal service and retain proof of posting.
    4
    Refund issued within 10 working days Once we receive your returned goods and verify their condition, we will issue your refund within 10 working days to your original payment method. If you provide us with tracked proof of return posting, we will begin processing your refund immediately on receipt of that evidence rather than waiting for physical arrival.

    Associated Costs for Post-Dispatch Cancellations

    The following sets out clearly which costs you bear and which we cover when you cancel after dispatch:

    We Cover

    • Your original delivery charge, if any was paid at checkout, is refunded in full
    • All return postage costs for goods that are faulty, damaged in transit, or not as described

    You Cover

    • Return postage costs for change-of-mind cancellations — we recommend a tracked service; typical cost for large panel orders is approximately £8–£18 via Evri or Royal Mail depending on weight and size

    Deductions We May Make

    • A proportionate deduction from your refund if the goods have been used beyond reasonable inspection — for example, panels that have been cut, drilled, painted, or adhered to a wall
    • Any courier re-direction fee passed on to us specifically for your parcel, where we notified you of this cost in advance and you agreed
    Refusing delivery: if you refuse delivery without prior agreement with us and the parcel is returned to us via the courier's own process, the courier's handling and return transit costs may be deducted from your refund. We will always inform you of any such deduction before processing.

    Formal Delivery Address Correction Procedure

    If you realise after placing your order that you provided an incorrect or incomplete delivery address, please contact us without delay. Address corrections are only possible before your order is collected by the courier. This section formalises the full procedure.

    Address Correction — Step-by-Step Process

    1
    Contact us immediately — do not wait Email info@lunaireworks.com using the subject line exactly as follows: Address Correction — Order [your order number]. In the body of your email, provide your full correct delivery address including postcode, your name, and your order number. Alternatively, call us on +44 33 0043 9923 during business hours and confirm the correction in a follow-up email for our records.
    2
    We verify your order status On receiving your request, we will immediately check whether your order has been dispatched. Orders placed before 02:00 noon are typically dispatched the same working day, so time is critical. We will respond to your request within 2 working hours during business hours (Monday–Friday, 9:00 AM–5:00 PM GMT).
    3
    Written confirmation of correction If your order has not yet been dispatched, we will update the delivery address in our system and send you a written confirmation email stating the corrected address before any parcel leaves our workshop. We will never update an address without providing written confirmation to you.
    4
    If already dispatched — redirect attempt If your order has already been handed to the courier, we will contact Evri, Parcelforce, or DHL (as applicable) to request a redirect to your corrected address. Redirect requests are at the courier's discretion and cannot be guaranteed. We will update you on the outcome within 1 working day of submitting the request.
    5
    If redirect fails and parcel is returned to us If the courier is unable to redirect the parcel and it is returned to our workshop, we will re-dispatch your order to your corrected address without charging you a second delivery fee on our part. We will notify you by email before re-dispatching.

    Address Correction — Commitments and Limits

    To be fully transparent, here is what we commit to and where our responsibility ends:

    • Address corrections requested before dispatch are made free of charge and will not delay your order unless the new address falls into a different courier service zone.
    • Every address change is confirmed to you in writing before dispatch — we will not act on a verbal correction alone.
    • If a parcel is undeliverable due to an incorrect address entered at checkout and is returned to us, we will reship to your corrected address at no additional cost on our side, provided the error was notified to us promptly.
    • We are not responsible for failed or misdirected deliveries where the address entered at checkout by the customer was incorrect and the order was already dispatched before we were notified.
    • Courier redirect fees (if charged by the courier directly for an in-transit redirect) may be passed on to you. We will always notify you of any such charge and obtain your agreement before requesting a paid redirect.
    • Address correction requests made outside our business hours (Monday–Friday, 9:00 AM–5:00 PM GMT) will be processed on the next working day, which may be after dispatch if your order was placed close to or after our 02:00 noon cutoff.
    Out-of-hours corrections: if you discover an address error outside our business hours, email us at info@lunaireworks.com immediately regardless of the time. The timestamp of your email will be taken into account when assessing whether it was received before dispatch. Requests sent before our 02:00 noon dispatch cutoff may still be actioned even if received before opening hours.

    Order Modification Requests

    Modifications to your order — such as changes to quantity, product type, panel size, or delivery method — are only possible before your order enters production or is dispatched. Below we set out what modifications are available and the process for requesting them.

    Quantity Changes

    Pre-dispatch only

    You may request to increase or reduce the quantity of panels in a standard order before dispatch. A reduction in quantity is treated as a partial cancellation, and the relevant portion of the price is refunded. An increase in quantity is treated as a supplementary order and an additional charge applies.

    For bulk orders, where panels have already been counted and packaged, quantity reductions may not be possible even before dispatch. We will confirm feasibility when you contact us.

    Size or Dimension Changes

    Standard: pre-dispatch only. Custom: before production starts only

    For standard-sized panel products, a size or product swap is possible before dispatch. If the replacement product carries a different price, the difference will be charged or refunded accordingly.

    For custom-cut panels, dimension changes must be requested before any cutting has begun. Once the CNC has started on your order, we cannot change the dimensions — the panels will be manufactured to your original specification.

    Product Type Swaps

    Pre-dispatch only, subject to availability

    If you wish to swap from one panel type to another — for example, from a shaker panel kit to a Cheshire moulding kit — this is possible only before your order is dispatched and subject to the alternative product being available.

    A price adjustment will apply if the alternative product has a different unit price. We will confirm the price difference and issue an invoice or refund before proceeding with the swap.

    How to Request Any Order Modification

    All modification requests must be made in writing by email to info@lunaireworks.com using the subject line: Order Modification — Order [your order number]. Your email should clearly state:

    • Your order number
    • The specific change you are requesting
    • The original specification (current product, size, or quantity)
    • The new specification you want (new product, size, or quantity)
    • Your full name and the email address used to place the order
    • Any urgency notes (for example, if you placed your order before our 02:00 noon cutoff)

    We will acknowledge modification requests within 2 working hours during business hours and confirm whether the modification is possible, any price adjustment required, and the updated dispatch timeline. No modification is considered accepted until we send you a written confirmation email.

    Custom and Bespoke Orders — Full Summary

    Custom-cut and bespoke panels deserve their own summary because the rules are meaningfully different from standard products. This section consolidates everything you need to know.

    Scenario Standard Panels Custom-Cut / Bespoke Panels
    14-day cooling-off cancellation (CCR 2013) Yes — full right No — exempt under Reg. 28(1)(b)
    30-day voluntary returns window Yes No
    Cancel before manufacturing starts Yes — full refund Yes — full refund
    Cancel once manufacturing has started Usually yes — contact us Possible — deduction may apply
    Cancel after manufacturing complete but before dispatch Yes — full refund No — change-of-mind not available
    Cancel after dispatch / post-delivery Yes — within 30 days (14 statutory) No — change-of-mind not available
    Return for fault / damage / not as described Yes — always Yes — always (CRA 2015 applies)
    Dimension changes after ordering Before dispatch — contact us Only before production starts
    Samples available: if you are unsure about a panel profile, size, or finish before committing to a large or custom order, we recommend ordering a small sample first. Browse all our products at lunaireworks.com/collections/all or contact us to discuss your specific requirements before placing a bespoke order.

    Refunds — How, When, and What You Receive Back

    This section sets out our refund process clearly so you know exactly what to expect after a cancellation is confirmed.

    Refund Timing

    • Pre-dispatch cancellation: within 10 working days of written cancellation confirmation
    • Post-dispatch return: within 10 working days of us receiving the returned goods, or within 10 working days of you providing tracked proof of posting, whichever is earlier
    • Faulty or damaged goods: within 5 working days of the fault being confirmed by us
    • Legal maximum under CCR 2013: 14 days — we always aim to beat this

    Refund Method

    All refunds are processed to the original payment method used at checkout. We do not issue refunds by alternative methods (cash, bank transfer, or alternative card) unless the original payment method is no longer operable, in which case we will contact you to arrange an alternative.

    Payment methods we accept and can refund to include: Visa, Mastercard, American Express, Maestro, Diners Club, Discover, UnionPay, Apple Pay, Google Pay, and Shop Pay.

    Once a refund is issued from our end, the time for it to appear in your account depends on your card issuer — typically 10 business days for cards and digital wallets.

    What Is Included in Your Refund

    • Full product price paid at checkout
    • Original delivery charge paid (where applicable) for change-of-mind cancellations
    • Less any agreed deduction for goods used beyond reasonable inspection (handling deduction under CCR Reg. 34(9)) — we will always notify you before applying any deduction
    • Less return postage costs we incurred on your behalf (only where you agreed to this in advance)

    Governing Law & Applicable Legislation

    This policy and all contracts formed through lunaireworks.com are governed by and construed in accordance with the laws of England and Wales. The following UK legislation applies directly to your rights when cancelling or modifying an order.

    Applicable UK Legislation

    • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCR 2013) — provides your 14-day right to cancel all distance contracts and sets rules on information disclosure, cancellation procedures, and refund timelines
    • Consumer Rights Act 2015 (CRA 2015) — governs the quality, fitness for purpose, and description of all goods we supply; provides your 30-day right to reject, the 6-month reverse-burden period, and the 6-year backstop
    • Consumer Protection Act 1987 — establishes product liability as a manufacturer for defective products
    • Companies (Trading Disclosures) Regulations 2008 — requires display of our registered company name, registration number, and address

    Your Escalation Options

    If we are unable to resolve a cancellation or returns dispute directly, you have the following routes available to you:

    • Citizens Advice Consumer Service — free independent guidance at citizensadvice.org.uk/consumer or by calling 0808 223 1133
    • Trading Standards — via the Citizens Advice referral service (same number above)
    • Small Claims Court — for claims up to £10,000 via the UK court system at gov.uk/make-court-claim-for-money
    • Chargeback via your card issuer — if you paid by card and believe you have a valid claim, contact your bank directly
    Our commitment: we would always prefer to resolve any issue directly and fairly before it reaches any external body. If you are unhappy with any response from us, please escalate your complaint within our business first by emailing info@lunaireworks.com with the subject: Formal Complaint — Order [number]. We will treat this as a formal complaint and aim to respond within 5 working days.

    Contact Us

    Registered Company Details

    Lunaire Works is a trading name owned and operated by STERZEAL HATS LIMITED, registered in England and Wales.

    • Registered company nameSTERZEAL HATS LIMITED
    • Company registration no.13249070
    • VAT numberGB433989551
    • EORI numberGB084160128000
    • Registered address126 Newark Avenue, Peterborough, PE1 4NP England, United Kingdom
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    Need to Cancel or Change Your Order?

    Contact us as soon as possible — the earlier you reach us, the more options we have to help. Our team responds directly during business hours and we aim to resolve every issue on the first contact.

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