Shipping policy
Return & Refund Policy
This Return & Refund Policy applies to all purchases made from WallPanelsPro. By placing an order, you agree to the terms below.
1. Return Period — Stock Products Only
Returns are accepted only for eligible stock products within 14 calendar days after delivery confirmation.
Eligible stock products include only:
MCM tiles explicitly listed as in stock
Wooden Wall Design wood tiles from stock collections
All other products are excluded unless explicitly confirmed in writing by us.
Return requests submitted after 14 days from delivery will not be accepted.
2. Return Eligibility Requirements
To qualify for a return, stock products must:
Be unused and uninstalled
Be in original packaging
Be in resellable condition
Include all accessories and documentation
Include proof of purchase
Not be cut, modified, or partially used
Return authorization must be obtained before sending any goods back.
To request a return, contact:
sales@wallpanelspro.com
Unauthorized returns will be refused and returned at sender’s expense.
Return address:
Drustu gatve 8-11
Olaine, LV-2114
Latvia
3. Return Shipping Costs
For approved returns of eligible stock products:
Customer pays all return shipping costs
Customer bears risk of loss or damage during return transit
Insured and trackable shipping is strongly recommended
Original shipping charges are non-refundable.
If the return is required due solely to our error (wrong stock item shipped), we will cover return shipping.
4. Inspection and Restocking Fee
All returned items are inspected upon arrival.
We reserve the right to apply a restocking fee of up to 25% if returned goods require repackaging or show handling damage.
If returned goods are not in resellable condition, the refund may be denied.
5. Non-Returnable Products (Custom & Made-to-Order)
The following products are non-returnable and non-refundable:
Custom-made acoustic panels
Made-to-order MCM tiles not taken from stock
Special production batches
Custom sizes, colors, finishes, or specifications
Personalized or project-based products
Any product manufactured specifically to customer order
These goods are produced specifically for the customer and cannot be resold.
Orders for such products cannot be canceled once production has started.
6. Custom Product Exception — Our Error Only
Custom and made-to-order products qualify only for replacement, not refund, and only if:
The wrong product was manufactured, or
The wrong product was shipped due to our warehouse or manufacturer error
In such cases, we will replace the incorrect goods. Refunds are not provided.
7. Shipping Damage Policy (Insured Shipments)
All shipments are insured.
Customers must inspect goods at delivery.
If a shipment is received with visible damage, the customer must make a written note on the courier’s delivery note at the time of receipt. Failure to do so may affect eligibility for replacement.
If goods arrive damaged, customer must:
Inspect immediately upon delivery
Record damage on the courier’s delivery note
Notify us within 48 hours
Provide clear photos of packaging and damaged goods
If damage is verified, we will provide replacement of damaged goods.
Shipping damage qualifies for replacement only — not return or refund.
Failure to follow the reporting procedure may void replacement eligibility.
8. Wrong Items Delivered
If we ship the wrong stock product:
We will arrange replacement or correction
We will cover associated shipping costs
No additional compensation is provided.
9. Exchanges
For eligible stock products, exchanges are handled by:
Returning the approved item
Placing a new order for the replacement product
Custom and made-to-order products cannot be exchanged.
10. Delivery Terms — First Floor Only
All deliveries are made to first floor entrance only.
Customer is responsible for:
Providing correct delivery details
Ensuring access
Being available to receive shipment
Customer inability or refusal to accept delivery at first floor level is not valid grounds for:
Order cancellation
Return
Refund
Shipping reimbursement
Redelivery costs are charged to the customer.
11. European Union Cooling-Off Rights
For EU consumers, the 14-day withdrawal right applies only to eligible stock goods.
Under EU consumer law, the withdrawal right does not apply to:
Custom-made goods
Made-to-order goods
Personalized goods
Goods produced to customer specifications
Such orders are final once confirmed.
12. Refund Processing
Approved refunds are issued:
After inspection and approval
To the original payment method
Within 10 business days
Bank processing time is outside our control.
Shipping, handling, and production fees are non-refundable.
If more than 15 business days have passed since refund approval, contact:
sales@wallpanelspro.com
13. Right to Refuse Returns
We reserve the right to:
Refuse returns that do not meet this policy
Deny abusive or repetitive return behavior
Require verification before approving returns
Resolve disputes based on documented order specifications
Updated 10.02.2026