Refund policy

RETURN AND REFUND POLICY

Last updated: 05/2026

At Panelhaus, we take pride in the quality of every product we sell and we want you to love what arrives at your door. Please read this policy carefully before placing your order so you know exactly where you stand.

1. Change of Mind

We do not accept returns or offer refunds for change of mind purchases. This includes but is not limited to:

  • Ordering the wrong colour, finish, or size
  • Changing your mind after purchase
  • Finding a lower price elsewhere
  • No longer needing the product

We strongly encourage all customers to order a sample before committing to a full order. Samples are available through our website and give you the opportunity to assess the colour, texture, and finish of our products before purchasing in volume.

2. Australian Consumer Law Guarantees

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)).

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Return and Refund Policy excludes, restricts, or modifies any right or remedy you are entitled to under the Australian Consumer Law or any other applicable Australian legislation.

3. Damaged or Defective Products

If your order arrives damaged or defective we want to make it right. You must notify us within 48 hours of delivery by emailing inquiries@panelhausco.com with the following:

  • Your order number
  • Your full name and delivery address
  • A clear description of the damage or defect
  • Clear photographs of the damaged or defective panels
  • Clear photographs of the outer packaging

Failure to notify us within 48 hours of delivery may affect your eligibility for a replacement, store credit, or refund.

Once your claim has been assessed and approved we will offer one of the following remedies at our discretion:

  • Replacement panels dispatched at no cost to you
  • Store credit to the value of the affected panels
  • Partial or full refund depending on the extent of the damage or defect

We reserve the right to request the return of damaged or defective products before issuing a remedy. Where a return is required we will cover the cost of return shipping.

4. Incorrect Items

If you receive an item that is different from what you ordered please contact us within 48 hours of delivery at inquiries@panelhausco.com with:

  • Your order number
  • A description of the item received
  • Photographs of the item and its packaging

We will arrange collection of the incorrect item and dispatch the correct product at no additional cost to you as soon as reasonably practicable.

5. Products Not Eligible for Return

The following products are not eligible for return or refund under any circumstances:

  • Panels that have been cut, trimmed, or modified in any way
  • Panels that have been installed, glued, screwed, nailed, or fixed to any surface
  • Panels that have been painted, sealed, treated, or altered in any way
  • Products returned without prior written approval from Panelhaus
  • Products where damage has not been reported within 48 hours of delivery
  • Sample orders
  • Products purchased during a clearance or final sale

6. Colour and Finish Variation

Natural variation in colour, texture, grain, and finish is an inherent characteristic of timber veneer and composite panel products. Minor variation between:

  • Product images displayed on our website and the product received
  • Individual panels within the same order
  • Panels from different production batches

is not considered a defect and does not constitute grounds for a return or refund. We strongly recommend ordering a sample prior to purchasing to ensure the product meets your expectations.

7. Installation Responsibility

Panelhaus is not responsible for any costs associated with the installation or removal of products including labour costs, adhesives, fixings, or any associated materials.

If a product is found to be defective after installation we will assess your claim on a case by case basis in accordance with your rights under the Australian Consumer Law. We strongly recommend inspecting all panels thoroughly before installation. Claims for defects identified after installation may be subject to additional assessment requirements.

8. Return Process

No products are to be returned to us without prior written approval. Unauthorised returns will not be accepted and will be returned to sender at the customer's expense.

To initiate a return or refund claim:

  • Email us at inquiries@panelhausco.com with your order number, full name, and a description of your issue
  • Attach clear photographs of the product and packaging
  • Our team will assess your request and respond within 2 business days
  • If your return is approved we will provide you with return instructions and a return authorisation number
  • Products must be returned in their original packaging where possible and in the condition they were received

9. Refund Processing

Approved refunds will be processed within 5 - 10 business days of our assessment and approval. Refunds will be returned to your original payment method.

Please note:

  • Original shipping costs are non-refundable unless the return is the result of a Panelhaus error or a confirmed product defect
  • Return shipping costs are the responsibility of the customer unless the return is due to a Panelhaus error or confirmed product defect
  • Refund processing times may vary depending on your bank or payment provider

10. Store Credit

Where store credit is offered as a remedy it will be:

  • Issued to the email address associated with your order
  • Valid for 12 months from the date of issue
  • Applied to your next purchase at panelhausco.com.au
  • Non-transferable and cannot be redeemed for cash

11. Warranty

Our outdoor cladding panels are warranted against manufacturing defects for a period of 12 months from the date of purchase. Our acoustic wall panels are warranted against manufacturing defects for a period of 12 months from the date of purchase.

This warranty does not cover:

  • Normal wear and tear
  • Damage caused by improper installation
  • Damage caused by misuse, neglect, or failure to follow care and maintenance guidelines
  • Damage caused by exposure to conditions beyond the product's rated specifications
  • Cosmetic damage that does not affect the structural integrity or performance of the product
  • Damage caused by acts of God, natural disasters, or extreme weather events

To make a warranty claim please contact us at inquiries@panelhausco.com with your order number, proof of purchase, and a description and photographs of the defect.

12. Consumer Guarantees Period

In addition to our warranty, your statutory rights under the Australian Consumer Law may extend beyond our warranty period depending on the nature of the product and the price paid. Our warranty does not limit or exclude any guarantee, right, or remedy you are entitled to under the Australian Consumer Law.

13. Dispute Resolution

If you are not satisfied with the outcome of your return or refund claim please contact us at inquiries@panelhausco.com and we will do our best to resolve the matter fairly and promptly.

If we are unable to resolve your complaint you may contact:

  • NSW Fair Trading: fairtrading.nsw.gov.au - 13 32 20
  • Australian Competition and Consumer Commission (ACCC): accc.gov.au - 1300 302 502
  • Your state or territory consumer protection agency

14. Changes to This Policy

We may update this Return and Refund Policy from time to time. Any changes will be posted on this page with a revised effective date. Continued use of our website following any changes constitutes your acceptance of the updated policy.

15. Contact Us

For all return and refund related enquiries: