Alicerose

Hi Alicerose,

Thank you for taking the time to leave us a positive review!

We always appreciate feedback from our patients, and we are delighted to hear you had a positive experience with our service.

Kind regards,
Patient Care Team

Hello Alice,

We’re sorry to hear that your experience didn’t meet your expectations.

Since the UK is no longer part of the European Union, all purchases shipped from the EU to the UK are subject to customs checks, duties, and local VAT. Our website displays prices without VAT for UK customers, as the VAT is not charged at the point of sale but must be paid upon import, directly to UK customs. This is in line with the DAP (Delivered At Place) shipping method, which is a widely used standard in international e-commerce.

In the UK, this typically means paying 20% VAT, plus customs duties and handling fees charged by the courier on behalf of customs authorities.

We understand this can come as a surprise if not known in advance, which is why we clearly inform about this in several stages of the shopping process:
– Directly below the product price
– In the shipping information during checkout
– In the order confirmation email
– And in our shipping policy for non-EU countries, available on our website

Our goal is not to mislead the customers. We sell internationally to many countries where local availability of padel equipment may be limited, and we comply fully with tax and customs regulations in each case. Although we do not yet have a warehouse in the UK, we offer delivery there under transparent and lawful conditions.

We’re truly sorry that these import charges were unexpected, and we appreciate your feedback as it helps us improve the clarity of our communication for UK-based customers.

Dear Alicerose,

Thank you for your review and we are sorry that you feel this way about your experience.

As our customer service team explained, the the Low E Planibel A glass units have a thin metal coating that is designed to reflect the heat back in to the room whilst still allowing the sun’s heat to pass through. This is to meet government building regulations Part L which came into force in 2002 and states glass has to achieve a higher degree of thermal efficiency. All coatings if viewed under the right conditions can be seen. The weather conditions and sun angles vary throughout the year so the visibility of the coating may come and go.

Nevertheless, we want our customers to be happy we can see that our customer service team offered you a refund for the cost of the sealed units. We hope this is an agreeable resolution.

Kind regards,

Dunster House Team