Refund and Returns Policy

Returns:

You have the right to return your unused product to us within 30 days of receiving your order. Please ensure that any packaging or security seals remain intact. You will be responsible for covering the postage costs and arranging the return of the unwanted item(s). Refunds or replacements will be processed once we receive the returned item(s).

Please Note:

If you are unable to arrange the return yourself, we can collect the item for you at a cost of £30. This fee increases to £50 for returns to the following postcodes: AB, PH, PA.

UK Wood Panels is not responsible for items lost or damaged during the return process. Always obtain a Certificate of Posting and consider using a Signed For service.

Restocking Fee for Branded Products:

For returns due to buyer error or excess return requests, a restocking fee of 20% of the original sale price will be applied.

All returns must be thoroughly inspected upon arrival at our warehouse to ensure they are in 100% resalable condition. New packaging materials may be required as original packaging is typically designed for initial use and possible return shipment. Inspection, repackaging, and restocking involve time and resources.

Damages & Defects:

If you receive a damaged or incorrect item, please contact us within 24 hours of receipt. We will assess the issue and, if your claim is accepted, arrange for a refund or replacement. Refunds or replacements will be processed upon receipt of the returned item(s).

If you suspect an item is faulty or defective, please email info@ukwoodpanels.co.uk for detailed information about our fault reporting procedure.

Reporting Damages: Email damages@ukwoodpanels.co.uk with your order number, quantity of damaged goods, and images so we can process replacements.

Accepted Damages:

• Damages occurring before or during delivery (for deliveries arranged by UK Wood Panels; we are not responsible for damages caused by third-party couriers arranged by the customer).
• Damages during handling by us.
• Damages discovered after opening the packaging, provided they are reported through our contact channels within 24 hours.
• Manufacturing defects within 6 months of receipt. After this period, it is your responsibility to prove that the defect existed at the time of purchase or delivery.

Non-Accepted Damages:

The following are generally not accepted but will be reviewed on a case-by-case basis:

• Damages caused by mishandling by the customer
• Damages incurred during fitting
• Miscuts or mis-measures
• Direct UV damage from cutting panels in direct sunlight
• Damages from improper cleaning (refer to our Cleaning Guide)
• Damages from improper storage (refer to our Storing Guide)
• Physical damage not caused during shipping, such as knocks, bangs, or burns

We are also not responsible for damages resulting from:

• Acts of God
• Seizure under legal process
• Riots, civil commotion, unrest, demonstrations, strikes, or lockouts (general or partial stoppage)
• Consequences of war, terrorism, or similar risks

If your damage claim is accepted and you choose a refund, UK Wood Panels is not liable for additional charges related to the order, including but not limited to:

• Fitting charges or scheduled work deposits
• Fuel costs or third-party delivery charges (we will provide a return label for damages if we are at fault, but we will not refund delivery charges for third-party deliveries chosen by the customer)
• Loss of earnings
• Any damages beyond the product itself