Refund policy

This Return and Refund Policy applies to purchases made from Wall Panels Pro. These return and withdrawal rules apply to consumers (private individuals buying outside a trade or profession), unless otherwise agreed in writing. Orders placed by business customers, including any order placed with a VAT registration number or for a trade, professional or project purpose, are not covered by the statutory right of withdrawal and are handled under any separate agreement between us.

Nothing in this policy limits the statutory rights that EU consumers have under applicable law.

1. Your 14-day right of withdrawal (consumers)

If you are a consumer in the EU, you may withdraw from your purchase of eligible goods within 14 days without giving a reason. The period ends 14 days after the day you, or a third party you nominate, take physical possession of the goods, or of the last item where an order is delivered in several shipments.

To withdraw, send us a clear statement of your decision before the period ends, by email to sales@wallpanelspro.com, stating your name and order number. You cannot withdraw simply by refusing delivery without also notifying us. We will confirm receipt of your withdrawal request. After notifying us, return the goods without undue delay and no later than 14 days from the date of your notice.

2. Products exempt from withdrawal

Under Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to goods made to your specifications or clearly personalised. For our range this includes:

• Custom-cut panels cut to a size or shape you specify
• Custom-printed panels and panels in a custom RAL or NCS colour
• Custom-density and made-to-order large-format acoustic felt sheets
• Flexible ceramic (MCM) items produced to order
• Any product manufactured specifically to your order

These goods are produced specifically for you and cannot be resold, so orders for them cannot be cancelled once production has started, except in the case of our error (see section 7).

3. Cost of returning the goods

You bear the direct cost of returning the goods. Because our panels are heavy, palletised products that cannot normally be returned by ordinary post, the return is made by pallet freight.

Return-freight cost is not a fixed figure. Exactly like the outbound delivery, it is quoted per shipment and depends on the pallet format, the number of pallets, the weight and the destination. You pay the actual cost charged by the carrier, which is comparable to the outbound delivery cost for your order. We confirm the exact return-freight amount to you before the return is booked, so you know the cost before committing.

If you withdraw after the goods have been dispatched, or you refuse delivery, the return-to-sender freight is treated as your direct cost of return and is deducted from your refund at the actual amount charged by the carrier. You are responsible for packing the goods securely and bear the risk for them until they reach us. Reusing the original packaging is recommended.

4. Condition of the goods and diminished value

You may inspect and test the goods as you would in a shop. You are liable for any diminished value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. For our products this includes opened or broken bundles, cut, fixed or installed panels, and panels soiled or damaged after delivery.

This is assessed on the actual loss of value, not as a fixed fee or percentage. We do not apply a flat restocking fee. For cement-bonded acoustic panels this loss may amount to a significant part, or in some cases the whole, of the value where the goods can no longer be sold as new. To receive a full refund, keep any protective film on the goods and do not put them into use until you are sure you will keep them.

5. Refunds

If you validly withdraw, we refund the price you paid for the goods plus the standard delivery cost, using the same payment method, within 14 days of receiving the goods back or of your proof that you have sent them, whichever is earlier. We may withhold the refund until the goods are returned or proof of return is provided.

• We refund delivery at the cheapest standard delivery option we offer. If you chose a faster or upgraded delivery, the extra cost above standard delivery is not refundable.
• Any diminished value (section 4) and, where applicable, return-to-sender freight (section 3) are deducted from the refund.

6. Order cancellation and processing fees

• Consumer statutory withdrawal: where you are a consumer exercising the 14-day right on eligible goods, you receive a full refund as set out above, with no cancellation fee or processing fee beyond the deductions allowed by law (return freight and diminished value).
• Business orders and cancellations outside the statutory right: for orders placed by business customers, and for voluntary cancellations of custom or made-to-order goods that are not covered by the statutory right of withdrawal, a full refund may be issued minus a 2% payment-processing fee, reflecting the non-refundable transaction cost charged to us by our payment processor, which cannot be recovered once a payment has been processed.
• Seller-initiated cancellation: if we are unable to fulfil an accepted order and cancel after payment, you receive a 100% refund and we absorb all payment-processing costs.

7. Damaged or wrong goods

All shipments are insured. Please inspect goods on delivery. If a shipment arrives with visible damage, note it on the courier's delivery note at the time of receipt, notify us within 48 hours at sales@wallpanelspro.com, and provide clear photos of the packaging and goods. Verified shipping damage qualifies for replacement of the damaged goods. If we ship the wrong item, we arrange replacement or correction and cover the associated shipping. These remedies are separate from, and additional to, your statutory rights.

8. Delivery terms

Deliveries are made to the first-floor entrance or kerbside only; carrying goods inside is not included. You are responsible for providing correct delivery details, ensuring access, and being available to receive the shipment. Redelivery costs arising from missed or refused delivery, other than a valid withdrawal, are charged to you.

9. Returns address and authorisation

Request a return authorisation before sending any goods back. Because our products ship from different warehouses, the exact return address is confirmed with your return authorisation and may be the location the goods were originally dispatched from. Unauthorised returns sent without an authorised address may be refused and returned at the sender's expense.

10. Complaints and dispute resolution

If you wish to complain about your purchase, contact us at sales@wallpanelspro.com or +371 27754258. EU consumers may also use the European Commission's Online Dispute Resolution platform at https://consumer-redress.ec.europa.eu.

11. How to withdraw

You may withdraw by email to sales@wallpanelspro.com as set out in section 1. A withdrawal button and form are also available on our store.

Model withdrawal form (optional): "To Wall Panels Pro: I hereby give notice that I withdraw from my contract for the sale of the following goods [order number], ordered on [date], received on [date]. Name, address, date."

Updated 11.06.2026.