Returns, Refunds & Damages

You have the right to return any unused product within 30 days of receiving your order. The product must be returned in its original condition with all packaging and security seals intact.

Please note that you are responsible for the cost of return shipping and arranging the return of the unwanted item(s). Once we receive the returned items, we will process any refunds or replacements.

Return Collection

If you’re unable to arrange a return, we can collect the item(s) for a fee of £30. However, for the following postcodes—AB, PH, and PA—the cost of collection increases to £50.

Responsibility for Return Shipping

The Panel Company cannot be held responsible for any items lost or damaged during the return shipping process. We recommend obtaining a Certificate of Posting and using a Signed For service to track the return.

Restocking Fee for Branded Products

A 20% restocking fee will apply to returns resulting from buyer error or excess return requests. This fee will be calculated based on the original sale price of the product. The following brands/products are subject to this restocking fee:

• Multipanel
• Perform Panel
• Vox
• Panel Stone
• Contempo
• Ultimo
• Thermo-Slat
• Decorwall
• Dumawall Plus
• Berry Alloc

Condition of Returned Items

All returned products must be in 100% resalable condition. If necessary, new packaging materials may be required, as our original packaging is typically only designed for two uses (initial shipment and return). Please be aware that time and materials will be involved in inspecting, repackaging, and restocking the returned items.

Damages & Defects

If you receive a damaged or incorrect item, please contact us within 24 hours of receipt so we can assess the damage. If we accept the damage request, we will arrange for a refund or replacement. Any refunds or replacements will be processed after we receive the returned item(s).

If you suspect an item you received is faulty or defective, please reach out to us at info@penrynplasticspanels.co.uk for further instructions on our fault reporting procedure.

Reporting Damages

To report damages, please email damages@penrynplasticspanels.co.uk with your order number, the quantity of damaged goods, and photos of the damage. We will then process replacements.

What Damages Will Be Accepted?

• Damages caused during delivery (only for Panel Company-arranged deliveries; we are not responsible for damages caused by third-party couriers arranged by the customer).
• Damages during handling by us.
• Damages found after opening packaging if reported to us within 24 hours.
• Manufacturing defects within 6 months; after this period, you must prove that the defect existed at the time of purchase or delivery.

What Damages Will Not Be Accepted?

• Mishandling by the customer.
• Damage incurred during fitting.
• Miscuts or mis-measures.
• UV damage caused by cutting panels in direct sunlight.
• Damage caused by improper cleaning (see our Cleaning Guide).
• Damage resulting from improper storage (see our Storing Guide).
• Physical damage from knocks, bangs, or burns.
• Acts of God, legal process seizures, riots, civil unrest, strikes, terrorism, or war-related events.

Additional Exclusions

We are also not responsible for damages caused by:

• Loss of earnings.
• Fitting charges or scheduled work deposits.
• Third-party delivery or fuel costs. We will offer a return label for damages if we are found to be at fault but will not refund delivery charges for third-party arrangements.

Refunds for Damaged Goods

If your damage claim is accepted and you choose a refund, please note that The Panel Company is not responsible for any other costs related to your order. This includes but is not limited to fitting charges, delivery costs for third-party carriers, and any damages beyond the product itself.