Refund Policy

Refund policy

You can return any items within 14 days of receiving your order*. Exceeding this time may result in your claim being denied.

If you wish to return your items, there will be a 20% restocking and administration fee.

If you are returning your items in store, please bring your receipt or sales invoice with you as proof of purchase.

We are unable to offer a refund or exchange for any products that have been cut or used in any way, under any circumstances, or for products not returned in their original packaging.

Shower and wall panels should be treated as building materials and always need to be cut before installing to your walls. Sometimes they will have small defects or damage to the corners, edges, or the back of the panel. This is not a problem when installing our panels, as this can be easily fixed by cutting 25mm from the end of the panels, as they always need to be cut square before the panels are fixed to the walls, or by applying our cladding adhesive to small holes or cracks in the panels. If you are not sure about anything, we can give our expert advice before you install your panels.

If you would like to return any items, you will need to arrange for the products to be sent back to us, which will be chargeable to yourself. Once the products have been received back and checked over by quality control, you will be refunded minus a 20% handling fee.

When you have received your panels, before they are installed, you may want to cut at least 20mm from each end, as they have been cut on a machine in the supplier's factory and might therefore not be a straight cut or level with your floors and ceilings. If you are not sure what this means, you can contact our team and they will help you with your questions or concerns.

Please note that we have a 14 day returns and refund policy for resolving any issues from the date of delivery.

*Our returns policy only refers to items that have been received in good condition. Please email [email protected] with your name, order number, and reason for return.

If you have received a faulty or damaged product, please refer to our ‘Faults and damages’ section below.

Faults and damages

• Any faults or damages must be reported within 14 days of receiving your order. Exceeding this time may result in your claim being denied.
• If you have received the wrong product, we will need to see photographic evidence of what you have received before we can arrange for an exchange.
• If you have received a damaged product, we will need to see photographic evidence before we can authorise any replacements or refunds.
• If the product you've received is faulty or damaged, we may offer a replacement, partial refund or full refund as appropriate in accordance with your consumer rights.

We ask that all goods are checked over before signing for them, and please sign the delivery note as damaged if there is any sign of damage on the packaging.

No claims can be made, or replacement items requested, if the product has been cut, used or installed, or if the product is not returned in its original packaging.

If the product has been damaged in transit or is faulty, please first email us photographic evidence of the damage, what the products were and how many were damaged or faulty, along with your order number. No claims can be processed without all of the information and photographic evidence requested. No claims can be processed for goods that have been signed for as received in good condition. All damages and faults must be reported within 14 days. Exceeding this time may result in your claim being denied. This does not affect your statutory rights.

Please email [email protected] with your name, order number, and relevant photographs.

We strongly recommend you check for any damages or faults with your order before organising any installation contractors. Wall Panels Online will not be responsible for any costs incurred.

Failed deliveries

If a failed delivery results in the cancellation of your order instead of an arranged re-delivery, your order will be refunded minus a carriage fee of £24.99 to cover the cost of the initial delivery.

FAQs

I am having problems with the website or my shopping basket. What should I do?
Try refreshing the page. If that doesn't help, call us on 01942 949 199 and we can take your order over the phone.

I've ordered the wrong product, or too much of a product. Can I return them?
You can return any items within 14 days of receiving your order, subject to restocking fees. Please refer to the returns policy above for more details.

I'm outside of the returns policy. Can I still return?
You have 14 days to send something back to us from the day you receive it. Unfortunately, we cannot accept returns after this time.

My panels have arrived but are damaged. What do I do?
If you have received a damaged product, we will need to see photographic evidence before we can authorise any replacements or refunds. Please email [email protected] with your name, order number, and relevant photographs. Please refer to the ‘Faults and damages’ section above for the full terms.

When will I receive my refund?
A typical refund will take up to 14 days. All returns are quality checked. Items should be returned in a new and unused condition and, wherever possible, in the original packaging. Refunds will not be given if they do not comply with our returns policy.

Can I exchange my items?
Unfortunately, we do not offer an exchange facility. Simply return your item(s) and reorder a replacement. Your refund will be processed once we have received your unwanted items and they have been quality checked.

I have contacted customer services but not had a reply. What should I do?
There will be peak times when our lines may be busy. If you have contacted us by email, please allow us 24 hours to respond. Alternatively, please try again and we will deal with your enquiry and look into why a reply has not been sent.

Can I specify a delivery date and time?
While we always try our best to accommodate any requests, we cannot guarantee specific delivery dates or times. Our deliveries operate Monday to Friday. We'll email you in advance with your delivery day, and the day before delivery with a time slot.

Where do you deliver?
We deliver to addresses within 50 miles of our showroom in Wigan. We do not offer delivery overseas.

Can I collect my order?
Yes. Collection is free from our showroom at Unit 10 Hemfield Ct, Ince-in-Makerfield, Wigan WN2 2ER. Choose collection at checkout and we'll call you when your order is ready.

Can I cancel my order?
Of course! If you've changed your mind and want to cancel, we can issue a full refund providing your order has not already been picked and packed or sent out for delivery. Any cancellations after this point will result in a cancellation fee covering any charges we have incurred from packing and delivery.

Can I add to my order?
Any forgotten items must come through as an additional order, as we are unable to amend orders after the sale is complete. If your order is less than 24 hours old, call us and we can pair the two orders together for one delivery.

I've received my order but didn't order enough. Can I order more from the same batch?
We strongly recommend that any orders for the same project are placed as one order, as there will be some slight manufacturing differences between our products and we cannot guarantee that a second order will match the first. You are welcome to give us a batch number to see if we have any left, however due to a high turnover of products this is unlikely, and any additional orders for the same product will be at your own risk.

I've not received a confirmation email. Have you received my order?
If you have not received your order confirmation, please:

1. Check your junk or spam folders for any emails from Wall Panels Online.
2. Contact your bank to see if payment has been taken.
3. Contact us at [email protected] so we can check for you.

Do I need to sign for my order?
Yes, your items will require a signature on delivery, as we want to make sure your goods are delivered and received correctly. You can give a different delivery address when you order, so your items go to your work, a neighbour, or another place where you can collect them. If you ask for your items to be left in a safe place, we will not be liable should anything get damaged or go missing after this point.

How do I clean my new panels?
When cleaning your new panels, please do not use any abrasive materials or chemical solutions. Our panels can easily be cleaned using good old hot soapy water and a soft cloth. We will not be liable for any damage caused by using the wrong cleaning products.

Important information

Batch numbers: Our products are manufactured in batches, which means there may be slight variations in colour or shade between each batch. Due to the high turnover of stock, we cannot guarantee to match batches between different orders. Please ensure you order enough panels to complete your installation. If you require an exact match, please keep a note of the batch numbers on your packaging so we can check availability and try our best to assist you.

UV exposure: PVC panels must not be exposed to UV light, both direct and indirect sunlight. On receipt of your delivery, we recommend our panels are stored and cut indoors to avoid thermal distortion and/or discolouration.

Hiring tradespeople: We strongly recommend that you do not book a fitter or tradesperson until you have received your delivery and are happy with your order. We cannot be held responsible for any third-party costs or charges incurred due to non-delivery of an order, or orders that have not been checked on delivery.

Delivery timescales: While we always aim to deliver your order on time, please note that all timescales are estimates and occasionally deliveries can take longer due to factors outside our control. We will contact you as soon as possible to let you know and take any reasonable steps to minimise the inconvenience.

In the very rare event that your order is not delivered within 30 days of the order date, you are entitled to ask for a refund or replacements to be sent out as per Distance Selling Laws.