Refund policy

 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@panello.com.au

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Unless the item is faulty, the customer will be liable to pay for the return.

You can always contact us for any return questions at info@panello.com.au

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Refunds
If you are unhappy or no longer require a part of your purchase, we offer a full refund within 30 days of receipt. Your items must be returned to us in a re-sellable condition, in the original packaging, with a copy of the invoice. Please write the reason for the return on your invoice: Returned for refund. We do not cover the cost of return shipping if you have decided you do not like the product or there are slight colour differences due to wood being a natural product. We do not cover the cost of return shipping if you have decided the quantity ordered was not required. If free delivery has been offered and the order is rejected or sent back due to no longer wanting the product or ordering the incorrect item, a refund will be issued for the product minus the delivery cost.

A $50 restocking fee will be deducted from the refund amount. 

VeloStone panels have a natural variation in each sheet. Customers are not eligible for an exchange or return for a change of mind due to the design not being identical to what is advertised.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@panello.com.au