Delivery & Returns

This policy applies to consumer purchases from Excelon International where goods are ordered online, by telephone, email or another distance-selling method. Your statutory rights under UK consumer law are not affected by this policy.

1. Delivery areas and charges

Delivery availability and charges depend on the product, parcel size, destination and delivery service selected. Any applicable delivery charge should be communicated before your order is confirmed. For destinations outside our normal delivery area, please contact us before ordering so we can confirm whether delivery is available and provide a quotation.

2. Processing and delivery times

We aim to prepare and dispatch orders promptly. Any delivery timeframe shown on a product page, quotation, invoice or order confirmation is an estimate unless we specifically agree a fixed delivery date with you.

Unless a different delivery period has been agreed, we will deliver goods without undue delay and within 30 days after the contract is made. If an item is temporarily unavailable or a delay becomes known, we will contact you where reasonably possible.

3. Delivery address and receipt

Please check your delivery address carefully before confirming an order. We are not responsible for delays caused by incomplete or incorrect address details supplied by the customer, although we will try to help resolve the issue.

For larger décor materials or multi-box orders, you may be asked to ensure that someone is available to receive the delivery. Please inspect the packaging and goods as soon as reasonably possible after delivery.

4. Damaged, faulty or incorrect goods

If your goods arrive damaged, faulty or are not what you ordered, contact us as soon as possible at info@excelon.co.uk or +44 7444 044007. Providing your order details and clear photographs of the product and packaging can help us resolve the matter quickly.

Where goods are faulty, not as described or not of satisfactory quality, your rights are governed by the Consumer Rights Act 2015. Nothing in this policy limits those statutory rights.

5. Changing your mind on distance purchases

For most goods bought at a distance, UK consumers have a legal right to cancel without giving a reason. The cancellation period normally ends 14 days after the day on which you, or a person nominated by you, receives the goods. If an order is delivered in multiple parts on different days, the period normally runs from receipt of the final part.

To cancel, tell us clearly that you wish to cancel before the cancellation period expires. You can email info@excelon.co.uk and include your name, order details and the products you wish to return.

6. Returning cancelled goods

After notifying us that you are cancelling, you should send the goods back without undue delay and normally within 14 days of telling us that you wish to cancel. Please contact us first so we can provide the appropriate return instructions and return address.

Unless the goods are faulty, damaged, incorrect, or we have agreed otherwise, you are responsible for the direct cost of returning change-of-mind items. We recommend using a tracked or otherwise appropriate delivery service because the goods remain your responsibility until they reach us.

7. Condition of returned goods

You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, similar to how you might examine them in a shop. You are responsible for any reduction in value caused by handling beyond what is reasonably necessary, and we may make a lawful deduction from the refund where appropriate.

For products such as self-adhesive wall stickers, vinyl laminate films and décor materials, please avoid cutting, applying, permanently marking or otherwise using the product if you intend to return it because this may materially reduce its value. For DIY tools, return the product with its supplied components, accessories and packaging where reasonably possible.

8. Items where change-of-mind cancellation may not apply

Legal cancellation rights have exceptions. For example, the right to cancel may not apply to goods made to your specifications or clearly personalised. If Excelon offers a cut-to-measure, made-to-order, specially customised or personalised product, we will identify this where appropriate before the order is confirmed.

This exception does not remove your rights if customised goods are faulty, damaged, not as described or otherwise fail to meet applicable legal standards.

9. Refunds after cancellation

Where you validly cancel a distance purchase, we will refund payments due to you in accordance with applicable consumer law. This normally includes the price paid and the cost of the least expensive standard delivery option we offered. Additional delivery costs chosen by you, such as a premium or express service above our standard option, may not be refundable.

We may withhold the refund until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first. Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.

10. Purchases made in person

Different change-of-mind rules can apply to goods purchased in person at a market stall, showroom, event or other physical sales location. Unless we offer an additional goodwill returns policy for that purchase, there is generally no automatic statutory right to return an in-person purchase simply because you changed your mind. Your statutory rights for faulty, misdescribed or unsatisfactory goods still apply.

11. Trade and business purchases

Business-to-business and trade purchases may be subject to separate quotation, invoice, account or supply terms. Consumer cancellation rights do not necessarily apply to purchases made wholly or mainly for business purposes. Please refer to the terms agreed for the relevant trade transaction.

12. Missing or delayed deliveries

If a delivery has not arrived within the expected timeframe, contact us and we will investigate with the carrier. Excelon remains your point of contact for resolving delivery problems with an order you purchased from us.

13. How to request a return

Before sending anything back, contact our team with:

• your name and contact details;
• order or proof-of-purchase details;
• the product you wish to return;
• the reason for the return where relevant; and
• photographs where the item is damaged, faulty or incorrect.

Email: info@excelon.co.uk
Telephone: +44 7444 044007

14. Your statutory rights

This policy is intended to explain our normal delivery and returns process and does not replace or restrict rights that cannot lawfully be excluded under the Consumer Rights Act 2015, Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable UK consumer law.