How long will it take to receive a refund?

Panel Company processes refunds **only after the returned items arrive back**. It publishes no set number of days. In practice the wait depends on how quickly the goods get back to them. Trustpilot reviewers mention collection slots up to 11 days away, while one customer had a refund 'processed instantly' once the items were collected. To speed things up, drop the items at a showroom or send them by tracked courier yourself. Then email info@panelcompany.co.uk with the tracking number and ask for confirmation of the refund date.

My order arrived damaged - what should I do?

Act within **24 hours** of delivery. Email **damages@panelcompany.co.uk** (or call +44 1709 828339) with your order number, how many items are damaged, and clear photos. If they accept the claim, they will refund or replace the items. Refunds and replacements are processed once the damaged items come back, so **don't throw them away**: one reviewer who did was refused a goodwill refund. The damage policy covers only deliveries Panel Company arranged, not couriers you booked yourself.

Does Panel Company charge a restocking fee?

Sometimes. The returns policy applies a **20% restocking fee** to returns of certain branded products caused by buyer error or above an authorised return: Multipanel, Perform Panel, Vox, Panel Stone, Contempo, Ultimo, Thermo-Slat, Decorwall, Dumawall Plus and Berry Alloc. It shouldn't apply to damaged, faulty or wrong items. Depending on where you live, consumer law may also limit deductions when you cancel an online order within your legal cancellation period. Challenge the fee in writing if it looks wrong.

Will Panel Company collect my return?

Yes, for a fee, if you can't arrange the return yourself: **£30**, or **£50** for AB, PH and PA postcodes. For damaged items they may offer a return label if they are found at fault. The cheapest option for change-of-mind returns is a free drop-off at a showroom in Gateshead, London, Rotherham or Bristol. Collections can be slow (reviewers mention waits of over a week), and the refund only starts once the items are back with them.

Will Panel Company refund my fitter if the panels arrive late or damaged?

Almost certainly not. The delivery and returns pages exclude **fitting charges, scheduled work deposits, loss of earnings** and other consequential losses caused by delivery problems or damage. Trustpilot reviewers who asked for extra fitter costs were turned down. Your claim is limited to the goods (refund or replacement) and possibly the delivery charge. One reviewer had their original delivery charge refunded after a damage claim. If timing matters, contact the team before ordering to agree a delivery date.

What if Panel Company only offers a partial refund?

Push back in writing. Trustpilot reviewers describe being offered partial refunds when cancelling late orders, and a £21 goodwill payment for a kit missing its adhesive. One got a full refund only after escalating. Email info@panelcompany.co.uk with your order number, explain why you are owed the full amount (not delivered, not as described, or damaged), and set a 14-day deadline. If you paid by card or Klarna and they still refuse, you can ask your card provider or Klarna about a chargeback or dispute.

Does Panel Company have a subscription I need to cancel?

No. Panel Company is a one-off retailer of wall, shower, ceiling and slat panels, flooring and trims, and there is no paid membership or recurring plan. If you see a recurring charge, check whether it is a **Klarna** instalment plan (managed in the Klarna app) or a charge from another company. Their newsletter is free, and you can unsubscribe using the link in any marketing email. To stop a pending order, contact customer service before it ships.

I ordered Panel Company panels through B&Q, how do I cancel?

Some Panel Company products are sold through the B&Q website, with Panel Company fulfilling the order. One Trustpilot reviewer who ordered this way had a cancellation and refund processed promptly. Start the cancellation through the marketplace where you paid, because they hold your payment. Also tell Panel Company directly on +44 1709 828339 or at info@panelcompany.co.uk with your order reference, so they stop dispatch. Keep written confirmation from both.

Is Panel Company's return window 30 days or 30 working days?

Their pages disagree. The Returns & Refunds policy says unused products can be returned **within 30 days of receiving your order**, while the FAQ says **30 working days**. Plan around the shorter one, calendar days. If you are near the cut-off, email info@panelcompany.co.uk to log your return request in writing before posting, and quote the FAQ wording if they argue you're late. Depending on where you live, statutory cancellation rights for online purchases may also apply alongside their policy.

REFUND GUIDE

How to Get a Panel Company Refund on Damaged Panels.

Panel Company refunds are per-order, and their own policy gives you a 30-day window. Miss it and you still have tools, a clear email, a card-issuer chargeback. Here's the playbook.

Last verified 7 days ago against Panel Company’s own Terms · UK, US, and EU rights covered below

The short answer

This covers one-off product orders (panels, flooring, trims, accessories). Panel Company sells no subscription. Change-of-mind returns: unused items with packaging intact within 30 days of receipt (their FAQ says 30 working days). You arrange and pay for the return, or drop it at a showroom for free, or pay £30, £50 for collection. Branded lines (Multipanel, Perform Panel, Vox and others) carry a 20% restocking fee for buyer error. Damaged or incorrect items: report within 24 hours to damages@panelcompany.co.uk with photos and your order number, after which they refund or replace. Every refund is paid only after the returned goods arrive back. Fitting costs, deposits and loss of earnings are excluded.

Or let yoink chase the refund.

30 seconds to set up. yoink emails Panel Company, cites the policy, escalates if ignored, and surfaces the win when the money lands.

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What Panel Company actually says

“You have the right to change your mind and return your product to us, unused, within 30 days of receiving your order. Any packaging or security seals must be intact. You will be responsible for paying postage costs and arranging your own return for the unwanted item(s).”
, verbatim from Panel Company’s terms

30-day cancellation windowPro-rata refund: no

How long does a Panel Company refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

Note Panel Company’s own policy works on a 30-day window, ask inside it and the request is routine; outside it you’re relying on goodwill or statutory rights.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with Panel Company for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Panel Company subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Panel Company can’t ignore.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, Panel Company has ~45 days to defend. Works regardless of where Panel Company is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Panel Company charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Panel Company is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The Panel Company refund email

Email the right address
Use info@panelcompany.co.uk, the route yoink has verified actually gets read for Panel Company.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi Panel Company team,

I'm requesting a refund for my Panel Company order (reference [order number], placed on [date], for [amount]). I'm within the 30-day window your policy allows for this.

Please process the refund to my original payment method and confirm by reply.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for Panel Company

Yes, if it hasn't shipped yet. Panel Company's FAQ says changes must be made quickly: if the goods haven't been sent out, customer service can look into the order and make the change. The fastest route is to call **+44 1709 828339**. Also email **info@panelcompany.co.uk** with your order number and 'Order cancellation' in the subject line, so you have a written record. One Trustpilot reviewer had a cancellation and refund processed promptly even after being told the order had already been dispatched. If it has shipped, follow the 30-day returns process instead.

Cancelling rather than claiming money back? See the Panel Company cancellation guide. For every other support channel, the Panel Company contact guide.