What we guarantee — and exactly what it means for you.
This page sets out the warranty coverage, product liability position, material certifications, defect definitions, and the step-by-step process for raising any issue with a Lunaire Works product. Everything written here is specific to our wall panelling products, MDF boards, and accessories — no filler, no generic boilerplate.
Last updated & effective: 25 June 2026
Warranty at a glance
The key terms that apply to every standard product we ship from our Cambridgeshire workshop.
Products covered by this policy
This policy applies to every product sold by Lunaire Works (a trading name of STERZEAL HATS LIMITED) through lunaireworks.com. Below is a full list of covered product categories with their specific warranty terms.
| Product Category | Materials | Defect Coverage | Returns Window |
|---|---|---|---|
| Shaker Wall Panelling Kits (Living Room, Bedroom, Hallway) | FSC-certified MDF, 6mm or 9mm, CARB/EPA TSCA Title VI compliant | Manufacturing defects, incorrect dimensions, surface quality failures | 30 days |
| Tongue & Groove Panelling | FSC-certified MDF, precision CNC-cut | Joint dimension failures, delamination, surface voids pre-installation | 30 days |
| Staircase Panelling Kits | FSC-certified MDF; pre-planned staircase layouts | Mis-cut angles, structural delamination, incorrect kit composition | 30 days |
| Build Your Own MDF Panels | FSC-certified MDF, precision-cut per selected dimensions | Dimensional inaccuracy (tolerance >1mm), surface delamination | Defects only — custom cut |
| MR MDF Moisture Resistant Panels | High-density moisture-resistant MDF (green-tinted, CARB/EPA TSCA compliant) | Surface defects, delamination, dimensional inaccuracy pre-installation | 30 days |
| Cheshire Moulding Dado & Shaker Kits | Pre-cut and pre-mitred MDF slats with pine capping and horizontal slats | Defective mitre cuts, incorrect component count, surface damage | 30 days |
| Bulk 90-Pack Shaker MDF Kits | FSC-certified MDF slats (100cm and 50cm lengths) with free adhesive | Incorrect slat count, dimensional failure, adhesive seal defects | 30 days |
| Pine Dado Rails & Mouldings (Accessories) | Solid softwood pine; paintable and stainable finish | Structural splits, knot voids that render the piece unfit for panelling, incorrect length | 30 days |
| Adhesives (supplied free with kits) | Panel adhesive as specified on relevant product listing | Defective seal at time of receipt; damaged tube | 30 days |
| Bespoke / Custom-Sized Panels (any category) | Customer-specified dimensions cut to order | Defects and manufacturing errors only; no change-of-mind returns | Defects only |
What constitutes a manufacturing defect
A defect at Lunaire Works means a condition that existed at the point of manufacture or packing and that prevents the product from meeting the standards set out below. We are specific — because vague definitions help no one.
Under the Consumer Rights Act 2015, goods sold to consumers must be of satisfactory quality, fit for purpose, and as described. A Lunaire Works product fails these standards if any of the conditions below are present at or before the time of delivery — whether or not they are immediately visible.
MDF Panel Defects
- Dimensional inaccuracy: any panel that deviates by more than ±1mm from the ordered or listed dimension is considered defective. Custom-order panels must match the specification provided at checkout.
- Surface delamination: any separation, bubbling, or peeling of the surface layer on an uninstalled, unpainted panel that is not the result of transit damage.
- Pre-existing voids or craters: visible surface voids deeper than 1mm or craters not caused by transit that render the panel unsatisfactory for painting and finishing.
- Warping at delivery: any panel that is visibly bowed, cupped or twisted when placed on a flat surface such that it cannot be fixed flush against a wall using standard panel adhesive or fixings.
- Incorrect product supplied: receiving a product that differs materially from what was ordered (wrong thickness, wrong dimensions, wrong number of pieces, wrong product type).
- Core integrity failure: any panel that crumbles, splits, or fractures under normal handling during installation, absent any tool impact or excessive force by the installer.
Pine Moulding & Dado Rail Defects
- Structural splits or cracks: any split running more than 25mm along the grain of a pine rail that existed prior to transit, visible before any cutting or fixing by the customer.
- Loose or missing knots: knot voids wider than 8mm that penetrate through the face of the moulding and cannot be filled without compromising the finished appearance after painting.
- Incorrect length: any dado rail or moulding that measures more than ±5mm from the stated product length.
- Defective profile: any moulding where the routed or planed profile is substantially inconsistent along the length, producing a visible step or wave that is not characteristic of natural timber.
Kit Composition Defects
- Incorrect component count: a kit missing one or more panels, rails, or adhesive units specified in the product listing is defective.
- Pre-mitred angle errors: in Cheshire Moulding kits, any corner mitre that deviates by more than ±2° from 45° at the time of receipt constitutes a defect.
Your rights & coverage periods
UK consumer law gives you strong rights. Our own guarantee goes further. Here is how the two work together.
Consumer Rights Act 2015
The Consumer Rights Act 2015 (CRA 2015) is the primary legislation protecting you as a UK consumer when you buy goods from us. Under the CRA 2015, every product we sell must be:
- Of satisfactory quality: meeting the standard that a reasonable person would consider satisfactory for the type of product and its price, including appearance, finish, freedom from minor defects, safety, and durability.
- Fit for purpose: suitable for all purposes that the type of good is commonly supplied, and for any specific purpose you made known to us before purchase.
- As described: matching the description given on our product listing, including dimensions, materials, and composition of kit contents.
Lunaire Works Guarantee (Beyond Statutory Minimum)
We go further than the statutory minimums in one key area: our 30-day money-back guarantee applies to all standard products and includes change-of-mind returns — not just defective goods. The statutory 14-day cooling-off period under the Consumer Contracts Regulations 2013 is the legal minimum; we give you 30 days for greater peace of mind.
| Time After Delivery | Your Entitlement |
|---|---|
| 0 – 48 hours | Report transit damage — full replacement or refund with photo evidence |
| 0 – 30 days | Full refund or replacement for defects or change of mind (standard products) |
| 30 days – 6 months | Repair or replacement for defects; refund if remedy fails (CRA 2015) |
| 6 months – 6 years | Remedy for latent defects (Limitation Act 1980); burden of proof may shift |
Product liability
Our position under the Consumer Protection Act 1987 and how we handle product safety — specific to our wall panelling, MDF, and accessory ranges.
STERZEAL HATS LIMITED (trading as Lunaire Works) is the UK-based producer of all wall panelling panels, MDF boards, and kits sold on lunaireworks.com. As the producer and seller, we are subject to the Consumer Protection Act 1987, which imposes strict liability for damage caused by a defective product — meaning that if a product we manufacture has a defect that causes personal injury or damage to private property worth over £275, we may be liable regardless of whether we were negligent.
We take this responsibility seriously. All panels are designed for interior decorative use — specifically, fixed to walls using adhesive, nails, or screws as described in our product listings and installation guidance. Our panels are not structural components and should not be used in applications requiring structural load-bearing capacity.
We also comply with the General Product Safety Regulations 2005, which require that all consumer products placed on the UK market are safe. Our products are designed, manufactured, and tested with normal and reasonably foreseeable installation and use in mind.
Safety use guidelines (product liability context)
- Panels are designed for interior decorative wall cladding only. Do not use as flooring, ceiling tiles, structural panels, or external cladding.
- When cutting or sanding MDF, always wear appropriate PPE including a dust mask (minimum FFP2) and protective gloves. MDF dust is classified as a wood dust nuisance and should not be inhaled.
- Standard MDF panels are not waterproof. Direct contact with water will damage them permanently. Use our MR MDF range in moisture-prone rooms, and never install directly inside shower enclosures or in contact with standing water.
- Fix panels to a clean, dry, structurally sound wall using appropriate adhesive, panel pins, or screws as described in installation guidance. Do not install on walls with active damp.
- Panels should be acclimatised in the installation room for at least 24 hours before fixing, especially in rooms that experience significant temperature fluctuations.
Material standards & certifications
Every board we use is sourced from suppliers who can demonstrate compliance with the three certifications below. These are not marketing claims — they are independently verified standards that govern the materials in your panels.
The MDF and HDF used in all our standard and moisture-resistant panels is sourced from suppliers certified under the Forest Stewardship Council (FSC) chain-of-custody standard. FSC certification means the wood fibre used in the board can be traced back to responsibly managed forests — ones that are not subject to illegal logging, clear-cutting of primary forests, or violation of indigenous peoples' rights.
FSC chain-of-custody certification is a legal-of-custody standard, not a product mark — it verifies the supply chain, not just the end product. When you buy a Lunaire Works panel, the wood fibre content has been tracked from licensed forest through the mill and to our workshop.
Our board suppliers hold certification to the California Air Resources Board (CARB) Airborne Toxic Control Measure (ATCM) Phase 2 standard for composite wood products. CARB Phase 2 sets among the strictest independently enforced formaldehyde emission limits in the world for engineered wood panels, including MDF.
For standard MDF, CARB Phase 2 requires formaldehyde emissions of no more than 0.11 ppm (parts per million). This is well within safe indoor air quality thresholds and means our panels are suitable for use in bedrooms, living rooms, children's rooms, and hallways without any special ventilation requirement.
Our board suppliers also maintain compliance with EPA TSCA Title VI (Toxic Substances Control Act, Title VI, 40 CFR Part 770), the US federal regulation for formaldehyde emissions from composite wood products that came into force in 2018. TSCA Title VI is substantively equivalent to CARB Phase 2 and is enforced by the US Environmental Protection Agency through third-party certification bodies.
While TSCA Title VI is a US regulation, its certification is internationally recognised as a marker of low-emission engineered wood. Our UK-manufactured panels use boards that meet or exceed this standard, giving you confidence in the indoor air quality implications of your wall panelling installation.
Damaged goods procedure
If your order arrives damaged in transit, or if you discover a defect when unpacking, follow these steps. Acting quickly protects your ability to claim.
When your Lunaire Works order arrives, check the outer packaging for visible signs of impact or compression damage before signing any courier delivery confirmation. If the outer packaging is severely damaged, note this with the courier at the point of delivery if possible — this creates an independent record of the condition on arrival.
Before fully unpacking, photograph: (a) the outer packaging as delivered, including any damage to the box or wrapping; (b) the contents with packaging partially removed, showing how items were packed; (c) any damaged item in close-up, showing the specific defect. Photographs taken at this stage are the most useful evidence for resolving your claim quickly. If you discover a defect after unpacking but before installation, photograph the defective panel or item on a flat surface in good light.
For damage that appears to be caused by the courier in transit, please contact us within 48 hours of delivery. Email info@lunaireworks.com or call +44 33 0043 9923 during business hours (Monday–Friday, 9:00 AM–5:00 PM GMT). Include your order number and the photographs from Step 2. We need to report transit damage to the courier within their claims window, which is why prompt reporting matters. If you contact us after 48 hours, we will still assess your claim, but courier liability may be reduced.
For defects that are not transit damage — such as dimensional inaccuracies, surface delamination, warping, or incorrect contents — please report these within 30 days of delivery for the fastest resolution under our money-back guarantee. Contact us at info@lunaireworks.com with your order number, a description of the defect, and photographs. After 30 days, your CRA 2015 rights continue to apply, but we will assess these on a case-by-case basis.
If you suspect a panel is defective before installation, do not fix it to the wall. Once a panel is installed — even partially — it becomes significantly harder to assess its pre-installation condition, and installation may be taken as acceptance of the product's condition. If you are unsure whether something constitutes a defect, contact us first. We would rather discuss it before you start work than after.
Once we receive your claim with supporting evidence, we aim to respond within 5 working days. We will confirm whether we are issuing a replacement, a full refund, or a partial refund, and where applicable we will arrange collection or ask you to retain the defective item. Refunds are processed within 10 working days of resolution confirmation. Replacements for in-stock items are dispatched within 2 working days.
Warranty exclusions
The following conditions are not covered by our warranty or guarantee. These exclusions do not affect your statutory rights under the CRA 2015 for manufacturing defects that pre-existed delivery.
Not covered — installation and use
- Damage caused by incorrect installation: panels fixed to damp, uneven, or structurally unsound walls; installation without adequate adhesive; over-driving of fixings that splits the panel.
- Water damage to standard MDF: swelling, warping, delamination, or surface failure caused by exposure to moisture, condensation, steam, or water ingress in rooms where our MR MDF range was required but not used.
- Warping after installation caused by extreme temperature changes, direct heat source proximity (radiators, underfloor heating without insulation board), or insufficient acclimatisation before fitting.
- Paint, filler, or primer failures not supplied by Lunaire Works. We supply unfinished, unpainted panels. Any issues arising from customer-applied coatings are outside our warranty scope.
- Damage caused during customer cutting, routing, or sanding — including tear-out, chipping, or splitting resulting from using a blunt or unsuitable cutting tool, or cutting against the grain without appropriate technique.
- Use in external applications — any failure resulting from outdoor or semi-outdoor use (porches, outbuildings, garden rooms without full weatherproofing) is excluded.
- Structural or load-bearing use: our panels are decorative wall cladding. Any damage or failure arising from using them as structural, load-bearing, or weight-bearing elements is not covered.
Not covered — condition & timing
- Fair wear and tear after installation: natural ageing, minor scratches from everyday use, fading from direct sunlight, and general wear that develops over time are not manufacturing defects.
- Natural timber characteristics of pine mouldings: tight knots, grain variation, minor colour differences, and natural surface texture are characteristics of solid wood, not defects.
- Damage arising from improper storage before installation: panels stored in a damp garage, leaned against a wall and allowed to warp, or stored outdoors are not covered under manufacturing warranty.
- Damage caused by a third party after delivery — including damage caused during a customer's own further processing, transit arranged by the customer, or work carried out by a contractor who is not us.
- Change-of-mind returns on custom/bespoke orders: panels cut to a customer-specified dimension that is not a standard listed product cannot be returned for a refund simply because the customer has changed their mind or measured incorrectly.
- Colour match expectations: MDF accepts paint differently depending on the primer, paint type, and application method used. We cannot be held responsible for finished colour results achieved using paints not supplied by us.
- Minor surface marks from transit packing materials (light scuffing from protective wrapping that can be sanded out) do not constitute defects in an unfinished, unprimed panel.
How to report a warranty issue
All warranty claims are handled directly by our UK team. Here is every channel available, what to include, and what to expect in return.
What to send us
To process your claim as quickly as possible, please include the following information in your first contact:
- Your order number (found in your confirmation email — format: LW#XXXXXX)
- The name and/or SKU of the product(s) affected, as shown on your order confirmation
- A clear written description of the defect or damage, including when it was discovered
- Photographs clearly showing the defect or damage (minimum 2 images — one overall, one close-up)
- A photograph of the shipping label on the outer box — required for all transit damage claims
- Your preferred resolution: replacement, refund, or partial refund — we will always try to meet your preference
How to contact us
Our team handles all warranty and defect queries directly — no call centres, no automated responses. We aim to send a substantive reply within 2 working days of receiving your claim with photographs.
- Email (preferred) info@lunaireworks.com Best for warranty claims — attach photos and order number
- Telephone +44 33 0043 9923 Mon–Fri, 9:00 AM–5:00 PM (GMT, UK)
- Live Chat Available on our website During business hours — good for quick questions before emailing
Custom, bespoke & trade orders
Specific warranty terms for made-to-measure panels and for customers purchasing for business or trade purposes.
Custom / bespoke-sized panels
Where you have specified a non-standard dimension — either through our Build Your Own product or by contacting us directly for a custom quote — the panel is cut to order for you specifically. These panels are covered against manufacturing defects (dimensional inaccuracy beyond ±1mm, delamination, warping prior to installation) but cannot be returned under our 30-day money-back guarantee for change of mind, nor under the Consumer Contracts Regulations 2013 right of cancellation, which does not apply to goods made to a consumer's specification. If a custom panel arrives damaged in transit, the same 48-hour reporting procedure applies.
Trade & bulk orders
Where panels are purchased by a sole trader, business, or contractor for commercial use (not for personal/domestic use), the purchase is not governed by the Consumer Rights Act 2015 (which applies only to consumer contracts). Instead, the Supply of Goods and Services Act 1982 and the Sale of Goods Act 1979 (as amended) apply, along with the terms agreed at the point of order. Our supply of goods to trade customers includes the same product quality standards described in this policy. Defect claims must be raised in writing within 14 days of delivery. If you are unsure which category applies to your purchase, contact us — we treat borderline cases generously.
Sample orders
Samples of our panels are available on request. Samples are provided to allow you to assess the finish, texture, and suitability of our products before committing to a larger order. The same quality standards apply to sample pieces. If a sample arrives damaged or is clearly not representative of the product described, contact us and we will send a replacement.
Returning standard products (change of mind)
For standard (non-custom) products, you may return them within 30 days of delivery for any reason, provided they are unused, uninstalled, and returned in suitable packaging to prevent transit damage. You are responsible for the cost of return shipping unless the reason for return is a manufacturing defect or our error. Once we receive the returned item and confirm it is in the condition described, your refund will be processed within 10 working days. Please email info@lunaireworks.com to begin a return — do not send goods back without first receiving return instructions from us.
Registered company & contact details
Our full company details, registered as required by the Companies (Trading Disclosures) Regulations 2008 and the Consumer Contracts Regulations 2013.
Contact for warranty claims
- Email (primary)info@lunaireworks.com
- Telephone+44 33 0043 9923
- Live ChatAvailable on the website during business hours
- Business HoursMon–Fri, 9:00 AM–5:00 PM (GMT, UK)
- Correspondence Address126 Newark Avenue, Peterborough, PE1 4NP England, United Kingdom
Registered company details
Lunaire Works is a trading name owned and operated by STERZEAL HATS LIMITED, a company registered in England and Wales. STERZEAL HATS LIMITED is the legal entity responsible for all warranty obligations, product liability, and statutory consumer rights.
- Registered company nameSTERZEAL HATS LIMITED
- Company registration no.13249070
- VAT numberGB433989551
- EORI numberGB084160128000
- Registered address126 Newark Avenue, Peterborough, PE1 4NP England, United Kingdom
- Manufacture locationCambridgeshire, England, United Kingdom
Alternative dispute resolution: If you are a consumer and we cannot resolve a complaint to your satisfaction, you have the right to seek resolution through an Alternative Dispute Resolution (ADR) scheme or through the UK courts. We are not currently enrolled with a specific ADR scheme, but we are committed to resolving all disputes fairly and will cooperate with any competent ADR body. Contact Citizens Advice at citizensadvice.org.uk for guidance on your options.
Have a problem with your order? Let us fix it.
Our team handles every warranty claim directly and aims to respond within 2 working days. Email us with your order number and photos — that is all we need to get started.
Lunaire Works is a trading name of STERZEAL HATS LIMITED (Company No. 13249070). This Warranty & Liability Policy is effective from 25 June 2026. Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.
