Where products have not been manufactured to order, you may return any new, unopened items within 30 days of delivery for a full refund. If you wish to return the product within the 30 days, you should reach out to our customer service team to arrange the collection, free of charge. Once collected, they will be inspected upon receipt.
If found to be unused and of saleable quality, you should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 working days), the time it takes us to process your return once we receive it (3 to 5 working days), and the time it takes your bank to process our refund request (5 to 10 working days).
If you need to return an item, please contact us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
Our return address is:
Wall Panels World, Unit 24 Gravelly Industrial Park, Thompson Drive, Birmingham, B24 8HZ
Return Policy Exemptions
Products we manufacture to order are exempt from the return policy. Should you decide to claim a refund based on the product being faulty, evidence of the fault must be forwarded to us within 24 hours of the delivery being made. If we agree that the product may be faulty, the product must be returned to us within thirty days of receipt for our inspection, in the same condition and packaging as received by you. If the product is returned via our own fleet of vehicles, the collection will be free of charge. Should the product be deemed to be faulty by us following our inspection, we will dispatch a replacement product or a refund within 28 days. Nothing in this paragraph affects any rights that consumer customers may have under the Consumer Rights Act 2015, including the short-term right to reject non-conforming goods within 30 days of delivery.
Where we have a reasonable basis to suspect that images or other evidence submitted in support of a damage or fault claim have been edited, generated, or altered (including by artificial intelligence or photo-editing software), we may require you to provide further evidence before we process the claim. Such further evidence may include: (a) the original, unedited image files captured on the device used to take them, with metadata (including EXIF data) intact and not screenshotted; (b) multiple photographs of the affected product taken from different angles; and (c) one or more photographs showing the affected product alongside the QR code, barcode or other unique order identifier supplied with your delivery. Failure to provide the requested evidence within a reasonable time may result in the claim not being upheld. Nothing in this paragraph affects any rights you may have under the Consumer Rights Act 2015 or other applicable consumer protection legislation.
In the occurrence of a failed or late delivery on a specified date or time agreed by our telesales team, Wall Panels World Ltd are not liable for any direct loss, loss of business or profits (whether or not the loss of such profits was foreseeable, arose in the normal course of things or you have advised this Company of the possibility of such potential loss).
For more information on which products are manufactured to order by Wall Panels World Ltd, simply get in touch before placing your order. If a product is made to order it will be stated within the description.
No refund or partial refund shall become payable to you, or be processed by us, until the returned goods have been physically received by us at our premises and, where applicable, inspected. Where you exercise a statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we will process your refund within 14 days of receiving the goods or of you providing evidence of having returned them, whichever is the earlier.
Nothing in this Returns Policy affects the statutory rights of consumer customers under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.