Refund policy

Refund Policy

At PanelKing, we want you to be completely satisfied with your purchase. If you need to return an item, please read our Refund Policy below.

Returns

You may return eligible items within 14 days of receiving your order, provided they are in their original, unused condition. Returns requested outside of this period may not be accepted.

To qualify for a return, the item must be:

  • Unused and in the same condition as received.

  • In its original packaging.

  • Complete with any labels or accessories.

  • Accompanied by proof of purchase or your order number.

Once your returned goods have been received and inspected by our Quality Control team, any refund due will be processed based on the condition of the returned items.

To request a return, please contact sales@panelking.co.uk.

If your return is approved, we will provide full return instructions. Returns sent without prior authorisation will not be accepted.

For any questions regarding returns, please contact sales@panelking.co.uk.

Damage Reporting & Claims Policy

Any damaged, faulty or incorrect items must be reported within 24 hours of receiving your order.

Incorrect Products

If you receive the wrong product, we will require clear photographic evidence of the item received before arranging an exchange or replacement.

Damaged Products

If your order arrives damaged, please provide clear photographs of both the damaged product and its packaging so we can assess the claim and arrange an appropriate resolution.

Depending on the circumstances, PanelKing may offer:

  • A replacement product.

  • A partial refund.

  • A full refund.

This will always be handled in accordance with your statutory consumer rights.

Delivery Inspection

Please inspect your order before signing for delivery.

If there is any visible damage to the packaging, this must be noted on the driver's delivery paperwork before signing.

Claims cannot be accepted where goods have been signed for as being received in good condition.

Please note that signing as "Unchecked" is not recognised by our delivery partners as evidence of transit damage.

Claims Requirements

If your goods have been damaged during transit or are faulty, please email the following to sales@panelking.co.uk:

  • Your order number.

  • Clear photographs of the damaged product.

  • Clear photographs of the packaging.

  • Details of the products affected and the quantity involved.

Claims cannot be processed without the required information and photographic evidence.

Installation Constitutes Acceptance

Please do not cut, install or modify any product that you believe to be damaged or faulty.

Once a panel or accessory has been cut or installed, it is considered accepted by the customer and no replacement or refund can be offered for damage reported after installation.

Cut or Used Products

Returns, replacements or damage claims cannot be accepted for products that have been:

  • Cut.

  • Installed.

  • Used.

  • Returned without their original packaging.

This does not affect your statutory consumer rights.

Refunds

Once we have received and inspected your returned goods, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 7 working days.

Please note that your bank or card provider may require additional time for the funds to appear in your account.

If more than 15 business days have passed since your refund was approved, please contact sales@panelking.co.uk.

Frequently Asked Questions

Q: I'm having problems with the website or my shopping basket. What should I do?

A: If you experience any technical issues while shopping on www.panelking.co.uk, we recommend clearing your browser's cookies and cache before refreshing the page. If the problem continues, please contact sales@panelking.co.uk.

Q: I'm outside the 14-day returns period. Can I still return my order?

A: Our returns policy allows returns within 14 days of delivery. Unfortunately, we are unable to accept returns requested after this period unless required by your statutory consumer rights.

Q: My order has arrived damaged. What should I do?

A: Please email clear photographs of the damaged item(s), the packaging, along with your name and order number to sales@panelking.co.uk within 24 hours of delivery. Our team will assess your claim and arrange a suitable resolution as quickly as possible.

Q: When will I receive my refund?

A: Refunds are typically processed within 7 working days after your returned goods have been inspected and approved.

All returned items are quality checked and must be returned unused and, where possible, in their original packaging. Refunds cannot be issued where returned goods do not comply with our returns policy.

Q: Can I cancel my order?

A: Yes. If your order has not yet been picked, packed or dispatched, we can provide a full refund. If your order has already been dispatched, our standard Returns Policy will apply.