The panels were ordered for home delivery, at the time of cancellation they still had 5 days till delivery. The panels were not customised in any way, just packets of wooden panels. There is nothing that makes this delivery special in any way nor I was made aware of it pior to sale.
I was on the phone to customer service today and they still failed to point me in the direction where their cancellation fee says 20% its literally no where to be found.
I understand calling it a special order if for example they sell carpet cut to size but not where its just pre-packed panels.