Our MDF wall panels are carefully packaged for transit, but we understand that damage can occur during delivery. If your order arrives with visible damage to panels or packaging, please take photographs immediately before unpacking further and notify us within 48 hours of delivery at info@lunaireworks.com with your order number and photographs.

Where panels are damaged in transit, we will offer you the choice of: free replacement panels dispatched at no additional charge, or a full or partial refund proportional to the damaged items. You are not required to return damaged panels at your own expense — we will arrange collection or advise disposal.

Under the Consumer Rights Act 2015, transit damage is considered a fault with the goods delivered, and you have the right to a remedy regardless of whether the carrier is at fault.

Every product on our website is described and photographed to reflect the actual item as accurately as possible. However, we acknowledge that screen colour calibration can affect how colours appear, and natural MDF grain variation means no two panels are identical.

If your panels are materially different from the product description — for example, incorrect profile dimensions, different species or grade than advertised, or colours significantly outside normal manufacturing tolerance — this constitutes goods not as described under the Consumer Rights Act 2015. You are entitled to a free replacement or a full refund, at your option.

Where variation is within acceptable manufacturing tolerance or limited to subtle natural grain differences, this does not constitute a material mismatch. If you are uncertain, contact us and we will advise honestly.

If you receive an incorrect product, a different size or profile than ordered, or a quantity that is short of what you paid for, please contact us immediately at info@lunaireworks.com with your order number and a photograph of what you received alongside your packing note.

We will dispatch the correct items or the shortfall quantity within our standard lead time at no additional charge and at no cost to you. We will arrange collection of any incorrect items dispatched in error. You will not be asked to pay return postage for items that were our error to dispatch.

If a defect in materials or workmanship becomes apparent after you have installed your panels — for example, delamination, warping beyond accepted tolerance, or paint adhesion failures due to a manufacturing defect — you retain your rights under the Consumer Rights Act 2015 for up to six years from the date of purchase.

Within the first six months, the defect is presumed to have been present at the time of delivery unless we can demonstrate otherwise. After six months, you may be asked to demonstrate that the defect existed at the time of delivery rather than arising from installation error, misuse, or environmental factors outside normal UK interior conditions.

We will assess quality defect claims fairly and will not decline claims based solely on the fact that the panels have been installed. Please contact us with photographs and a description of the defect.

If your order has not arrived within the delivery window confirmed at the time of purchase, please first check your tracking information which is sent to you by email when your order is dispatched. If tracking shows a problem or your order has not been delivered within three business days beyond the stated delivery window, please contact us at info@lunaireworks.com or call us on +44 33 0043 9923.

We will investigate with our logistics partner immediately. If your order is confirmed lost or significantly delayed beyond 30 days from the order date (or the agreed delivery date), you are entitled under the Consumer Contracts Regulations 2013 to cancel your order and receive a full refund — including all delivery charges — within 14 days of cancellation.

Once we receive and inspect your returned goods, refunds are processed within 14 calendar days. Refunds are made using the same payment method as your original purchase. Bank processing times of two to five business days may apply after we process the refund on our end.

If you have not received your refund after 14 days of us confirming receipt of the returned goods, please contact us immediately. If we have confirmed a refund and it has not appeared in your account within 21 days total, we will investigate and reprocess if necessary without requiring you to submit additional documentation.

If you have been charged an incorrect amount or charged more than once for the same order, please contact us by email at info@lunaireworks.com with your order number, the date of the charge, and a screenshot or bank statement entry showing the error.

Any confirmed billing error will be corrected and a full refund of any excess amount processed within five business days. We take billing accuracy seriously and will investigate any discrepancy transparently.