We sell wall panelling to almost everyone who asks. Here’s the short, specific list of who and what we don’t.
Every UK retailer — including us — can choose not to accept an order before it leaves the workshop. This page sets out exactly when we’d do that, the much longer list of reasons we’re legally barred from ever using, and exactly what you’re entitled to if an order of yours is ever declined or cancelled.
Last updated & effective: 25 June 2026
Why we even need a page like this
Most online stores never publish anything like this — they bury a single line about it somewhere inside their general Terms of Service. We’d rather explain it properly, because “we reserve the right to refuse service” is one of those sentences that sounds like a threat if nobody tells you what it actually means in practice.
On a normal trading week, the overwhelming majority of orders placed at lunaireworks.com go through without a single person ever looking at them: a genuine customer, a genuine card, a genuine UK delivery address, panels cut at our Cambridgeshire workshop and on a courier’s van within a day or two. This page exists for the small minority of orders that don’t fit that pattern.
Like every retailer in England and Wales, we’re not legally compelled to enter into a contract with every single person who reaches our checkout — that’s a long-standing principle of common law sometimes called freedom of contract. What we are compelled to do is exercise that choice fairly, transparently, and never on a basis the law specifically forbids. The rest of this page tells you exactly where that line sits.
What this policy is never about
Before anything else: here is the complete list of things we will never use as a reason to decline, delay, cancel or apply worse terms to an order.
- Age — protected for adult customers in our checkout; we sell to any customer able to lawfully enter a contract.
- Disability — including a commitment to find another way to take your order if our standard checkout, email or live chat doesn’t work for you.
- Gender reassignment — whether you are proposing to undergo, are undergoing, or have undergone any part of that process.
- Pregnancy and maternity — at any stage, with no exceptions for delivery-related assumptions on our part.
- Race — including colour, nationality, and ethnic or national origin.
- Religion or belief — including holding no religion or belief at all.
- Sex.
- Sexual orientation.
These are the eight characteristics protected under Part 3 of the Equality Act 2010, which governs how UK businesses provide goods and services to the public. As a matter of policy, rather than statutory requirement, we also choose never to treat a customer differently because of their marital or civil partnership status — that particular characteristic happens to be protected by the Act only in an employment context, not a retail one, but we don’t think that should make any difference to how we treat you.
The specific reasons we may decline, delay or cancel an order
Outside of every protection listed above, here is the complete list of legitimate reasons we may decline to accept an order, place it on hold, or cancel it before dispatch. We reserve the right to refuse service to a customer who falls into one of these categories — and only these categories — in line with our website Terms of Service.
1Suspected fraud or payment risk
Every order is screened by Shopify Payments’ built-in fraud-risk tools. If a card is declined by the issuing bank, flagged as lost or stolen, or shows a billing-and-delivery mismatch we can’t resolve, we’ll hold or cancel the order rather than risk dispatching panels paid for fraudulently.
2Delivery outside our coverage area
We currently manufacture and deliver within the United Kingdom only. We can’t accept an order addressed outside the UK, or one using a UK freight-forwarding address to redirect panels overseas — our courier contracts and customs paperwork don’t cover it yet.
3Clear misuse of our guarantee or returns process
Our 30-day money-back guarantee is generous on purpose. A repeated pattern of no-fault returns, “never arrived” claims that don’t match courier tracking, or refund requests for goods clearly still in use, may lead us to decline a further order from that account.
4Threats, abuse or unlawful conduct
We’re a small team, and we won’t process an order from someone who has threatened, abused or harassed a member of staff by phone, email or live chat, or who has attempted to gain unauthorised access to our website or systems.
5Orders we genuinely can’t fulfil safely
Some requests fall outside what our workshop can safely produce — for example, a custom size beyond our manufacturing tolerances, or a request to use standard board for direct, sustained contact with water. We’d rather decline than supply something we know is wrong for the job.
6Legal or regulatory restriction
We won’t knowingly process an order that would breach UK financial sanctions, where we have reason to believe the account holder is under 18 and unable to form a binding contract, or in response to a lawful request from a court or law-enforcement body.
If none of the above applies to you, your order is processed exactly as normal. Nothing on this list is used as a general-purpose excuse, and every cancellation on these grounds is reviewed by a member of our team before it happens — not decided by an algorithm alone.
How a flagged order actually gets reviewed
If your order is ever paused for a closer look, here is exactly what that involves — including what we will never ask you for.
Automated screening, first
Every order is scored automatically by Shopify Payments’ built-in fraud-detection tools, which look at signals such as address mismatches, an unusually large order from a brand-new account, and known card-fraud patterns. The overwhelming majority of flags resolve themselves with no action needed from you, and you’ll never know it happened.
If a person needs to look
Where a flag needs a closer look, we’ll email the address used on the order — we will never call out of the blue asking for payment details. We might ask you to confirm the last four digits of the card used, a copy of a recent statement with most numbers covered, or proof that the delivery address is genuinely yours. We hold the order rather than cancel it while we wait for a reply, ask for only what's strictly necessary, and delete verification documents once the check is closed, in line with the UK GDPR and the Data Protection Act 2018.
Where this sits alongside your consumer rights
Under English contract law, placing an order on our site is an offer to buy, and the automatic confirmation email you receive simply acknowledges that we’ve got it — it isn’t yet acceptance of a binding contract. As set out more fully in our Terms of Service, that contract is only formed once we confirm your order has been dispatched. This is also the legal basis on which we’re able to decline an order in the short window beforehand: there’s no contract yet for us to be in breach of.
Once your order is dispatched, this policy stops being relevant and your full statutory rights apply with none of the limitations above. That includes the Consumer Rights Act 2015 (goods must be as described, of satisfactory quality and fit for purpose), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (your 14-day statutory right to change your mind), and the Digital Markets, Competition and Consumers Act 2024, which has governed unfair commercial practices in the UK since 6 April 2025 and means we can never use a “right to refuse service” as cover for misleading you, hiding charges, or treating you unfairly once you’re a customer.
If we do decline or cancel your order
Here is exactly what to expect, every time, with no exceptions.
- We’ll email the address used on the order, normally within 1 working day of the decision being made.
- Any payment already taken is refunded in full to your original payment method — we never charge a cancellation fee or keep any part of it.
- Refunds are normally back in your account within 3–5 working days, and always within 14 days, in line with standard card-scheme processing times.
- Where we can explain the reason without compromising our fraud checks, we will. A small number of specific signals genuinely can’t be shared, because doing so would simply tell anyone trying to commit fraud how to avoid detection next time.
- A declined or cancelled order doesn’t automatically affect any other order on your account — most flags are one-off events, not a permanent block.
If you think we’ve got it wrong
Talk to us first — we’re happy to be challenged on this, and most queries are resolved quickly.
Email info@lunaireworks.com or call +44 33 0043 9923 during business hours, and we’ll review the decision personally — normally within two working days. If you’d rather raise it independently, or you’re not satisfied with our response, these organisations can help:
- Citizens Advice consumer service — 0808 223 1133General consumer disputes, and the route to a referral with local Trading Standards.
- Equality Advisory and Support Service (EASS) — 0808 800 0082Specifically for concerns about discrimination under the Equality Act 2010.
- An accredited Alternative Dispute Resolution (ADR) providerFor unresolved contract disputes, under the framework set out in the Digital Markets, Competition and Consumers Act 2024.
Keeping this page current
We may update this page as our courier network, fraud-prevention tools, or UK consumer law changes.
Any update will appear on this page with a new effective date at the top. If you’ve already placed an order, the version of this policy in effect on the day you ordered is the one that applies to it.
Questions about a declined order, or anything else
We’re a small UK team and reply directly — no call centres, no chatbots pretending to be human.
Contact us
- Office Phone+44 33 0043 9923
- Emailinfo@lunaireworks.com
- Live ChatAvailable on the website during business hours
- Business HoursMon–Fri, 9:00 AM–5:00 PM (GMT, UK)
Registered company details
Lunaire Works is a trading name owned and operated by STERZEAL HATS LIMITED, a company 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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