Refund policy

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 unused, in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at info@pannello.net. Returns must be sent to our warehouse address:

7345 Lockport Pl
Lorton, VA 22079
United States

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return-related questions at info@pannello.net.

Damages and Issues

Please inspect your order upon delivery 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 provide a prompt resolution.

Damage claims should be reported within 48 hours of delivery whenever possible. Please include photographs showing both the product and packaging condition.

Exceptions / Non-Returnable Items

Due to the nature of wall panels, wallpapers, building materials, and custom products, items that have been installed, cut, modified, used, or damaged after delivery are not eligible for return or refund.

Custom-made, made-to-order, special-order, personalized, or cut-to-size products are non-returnable and non-refundable unless damaged during transit or found to have a manufacturing defect.

Unfortunately, we cannot accept returns on sale items, clearance items, gift cards, or discontinued products.

There are certain situations where only partial refunds may be granted:

• Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
• Any item returned more than 30 days after delivery.

Exchanges

The fastest way to ensure you get the item you want is to return the item you have and, once the return is accepted, place a separate order for the new product.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to the original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@pannello.net.

Pannello reserves the right to inspect returned merchandise before issuing a refund.

Shipping Costs for Returns

Customers are responsible for all return shipping costs unless the return is the result of our error or a verified product defect.

Shipping costs are non-refundable. If a refund is issued, return shipping charges and any applicable carrier fees may be deducted from the refund amount.

Depending on your location, delivery times for exchanged products may vary. For higher-value returns, we recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee receipt of returned merchandise without tracking confirmation.

Orders refused by the customer after shipment, without prior authorization, may be subject to restocking fees, return shipping charges, and applicable freight carrier fees.

Shipping Information

Shipping costs are calculated at checkout. Orders for in-stock products are typically processed and dispatched within 72 business hours. Delivery times vary by destination, but most orders are delivered within 14 business days.

You will receive shipment confirmation and tracking information once your order has been dispatched.

Please note that UPS or freight carriers may deliver multiple packages from the same order on different dates.