Refund & Returns Policy | Wall Pannels

At WallPannels.co.uk , we strive to ensure you are satisfied with your purchase of our specialty wall panels. This Return and Refund Policy outlines the conditions under which you may return or exchange products purchased through our website. By making a purchase, you agree to the terms of this policy.

1. Returns and Refunds Overview

Buyer Can return damaged/wrong items within 30 days. We will send a return label. Buyer has to arrange return if he/she changes his/her mind.

2. Eligibility for Refunds and Exchanges

To be eligible for a refund or exchange, the following conditions must be met:

The item must be unused and in the same condition as when you received it.
The item must be in its original packaging.
The return request must be made within 14 days from the date you received the item.

Note: Custom-made or bespoke panels (e.g., panels cut to specific dimensions or profiles) are not eligible for refunds or exchanges unless they are defective or damaged, as they are made to your specifications.

3. Exchanges

We only replace items if they are defective or damaged. If you receive a defective or damaged item, please contact us within 48 hours of delivery to arrange an exchange. The replacement item will be shipped to you once we receive and inspect the returned item, subject to availability.

4. Partial Refunds

Partial refunds may be granted in the following cases:

The item is not in its original condition, is damaged, or is missing parts for reasons not due to our error.
The item is returned more than 14 days after delivery but is received and accepted at our discretion.

The amount of the partial refund will reflect the condition of the returned item and any applicable deductions (e.g., return shipping costs).

5. Refund Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 2-3 business days, depending on your payment provider.

6. Late or Missing Refunds

If you have not received your refund within the expected timeframe, please take the following steps:

Check your bank account to confirm the refund has not been posted.
Contact your credit card company, as it may take some time for the refund to be officially processed.
If you still have not received your refund, please contact us at info@wallpannels.co.uk providing your order number and details of the issue.

7. Shipping and Return Costs

You are responsible for paying the shipping costs for returning your item. Shipping costs, including our free delivery for orders over £30, are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund amount, unless the return is due to a defective or damaged item.

Defective or Damaged Items: We will provide a prepaid return label or arrange collection at no cost to you.
Time frame: The time it takes for an exchanged product to reach you may vary depending on your location.
Risk of Loss: We cannot guarantee that we will receive your returned item. We recommend using a track able shipping service and retaining proof of postage.

8. Order Cancellation

Once an order has been placed, please be advised of the following cancellation terms:

All orders, once purchased, can only be cancelled within 24 hours.
After this period, a 30% restocking and processing fee will be charged on any cancelled order.

Please contact our customer service team as soon as possible if you wish to make changes or cancel your order.

9. Returns Process

To initiate a return or exchange, follow these steps:

Contact Us: Email us at info@wallpannels.co.uk or call +44 7933 935021 within 14 days of delivery, providing your order number and reason for return.
Receive RMA: We will provide a Return Merchandise Authorization (RMA) number and return instructions.
Package and Ship: Securely package the item, include the RMA number, and ship to the provided address (or await collection for defective items).
Inspection and Notification: Once we receive and inspect the item, we will email you to confirm receipt and notify you of the refund or exchange status.

10. Your Legal Rights

This policy does not affect your statutory rights under the UK Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. For example, you have a 14-day Cooling-Off Period for distance purchases and rights to remedies for faulty goods. If you believe your rights have been breached, you can seek advice from the UK Citizens Advice Bureau or contact the UK Trading Standards Service.

11. Changes to This Policy

We may update this Return and Refund Policy from time to time. The updated policy will be posted on our website and App, and significant changes will be communicated via email or in-app notifications. Your continued use of our Services after such changes constitutes acceptance of the updated policy.