Refund policy
Returns & Refunds Policy
We want you to be completely happy with your wall panelling. If something isn't right, you have 30 days from delivery to send it back, we cover the cost of return shipping, and we aim to refund you within 10 business days of receiving it. Browse our full range of panelling kits with confidence.
1. Our Returns Promise
Lunaire Works is the trading name of STERZEAL HATS LIMITED. We design and supply MDF shaker wall panels, dado and picture-rail kits, pine moulding, tongue-and-groove panelling, and feature wall sets to customers across the United Kingdom. We know that buying panelling for your home is a bigger decision than most online purchases, so we have built a returns policy that goes beyond the legal minimum: a generous 30-day window, return shipping on us, and refunds processed quickly once your item is back with us.
30 Days
to request a return, from the date of delivery
Free
return shipping on every eligible UK return
10 Days
to process your refund once we receive the item
No Fees
no restocking charges on eligible returns
2. Your Statutory Rights Under UK Law
This policy sits alongside, and never replaces, the rights you already hold under UK law as a consumer buying from a UK business. Two pieces of legislation are most relevant to your order:
Consumer Contracts Regulations 2013
Because you buy from us online, you have a statutory right to cancel your order for any reason within 14 days of receiving it, and a further 14 days to send the goods back once you've cancelled. We must then refund you within 14 days of receiving the goods (or evidence you've sent them). Our voluntary 30-day window described in Section 3 is more generous than this minimum, and we apply it across the whole window rather than splitting it into separate cancellation and return periods.
Consumer Rights Act 2015
Goods must be of satisfactory quality, fit for purpose, and as described. If they aren't, you have a short-term right to reject within 30 days of delivery for a full refund. Between 30 days and six months, you're entitled to one free repair or replacement first; if that doesn't resolve the issue, you can then claim a price reduction or refund. These rights apply to every product we sell, including custom-cut panels, and cannot be excluded by this policy.
Nothing in this Returns & Refunds Policy limits, restricts, or replaces your statutory rights. Where any part of this policy conflicts with the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, or any other applicable UK consumer protection law, your statutory rights will always take precedence.
3. Return Window & Eligibility
You have 30 calendar days from the date your order is delivered — not the date you placed the order — to let us know you'd like to return it. To be eligible, your item should meet the following conditions:
Unused and uninstalled — panels and rails must not have been cut down further, fixed to a wall, painted, or adhered with sealant or adhesive.
In its original packaging — wherever possible, please use the original protective sleeving and box, as our panels can be damaged in transit without it.
Resaleable condition — free from marks, scratches, or damage that did not exist at the point of delivery.
Proof of purchase — your order number or the email address used to place the order, so we can locate your order quickly.
If an item doesn't meet these conditions, we'll always discuss your options with you before deciding it isn't eligible — see Section 11 for what happens once your return arrives with us.
4. How to Start a Return
Get in touch within 30 days of delivery. Email info@lunaireworks.com, use our contact form, or message us on Live Chat with your order number and the reason for the return.
We'll confirm eligibility within 1–2 business days and send you a prepaid return label or arrange a free courier collection, along with the return address.
Pack the item securely in its original protective packaging where possible, to prevent damage to the panels or mouldings in transit.
Send it back to us using the label or collection we've arranged, free of charge to you.
We inspect and process your refund or exchange — see Sections 6, 7, and 11 for what happens next.
5. Return Shipping Costs
We cover the cost of return shipping for every eligible return within the 30-day window described in Section 3 — whether you're returning an item because of a change of mind, an ordering mistake, or a fault. This applies to all eligible returns sent from a UK address, which is where we currently ship.
Once your return has been approved (Section 4, Step 2), we will either email you a free prepaid return label to attach to your parcel, or arrange a free courier collection directly from your address — whichever is most practical for the size of your order.
We do not charge a restocking fee on eligible returns. The only deductions that may apply are described in Section 13, which covers parcels refused or returned to us undelivered through no fault of our own.
6. Refunds — Method & Timeline
We refund every approved return to the original payment method you used at checkout — your card, PayPal account, or Shop Pay balance. We don't issue cash refunds or, unless you specifically ask us to, store credit.
When We Refund You
Within 10 business days of receiving and inspecting your returned item at our warehouse — comfortably inside the 14-day maximum set by the Consumer Contracts Regulations 2013.
What's Refunded
The full price you paid for the returned item. As outbound delivery is free on every order, there is no shipping charge to deduct or reimburse.
Bank & Card Processing
Once we issue your refund, it may take a further 3–5 business days to appear in your account, depending on your bank or card provider.
We'll always email you a confirmation as soon as your refund has been issued, including the amount and the payment method it was sent to.
7. Exchanges
If you'd prefer a different size, kit, or finish rather than a refund, just let us know when you contact us in Section 4 — we're happy to arrange an exchange instead, subject to the replacement item being in stock.
Exchanges follow exactly the same eligibility rules, timeline, and free return shipping as a standard return. If the replacement item costs more than the one you're sending back, we'll ask you to pay the difference; if it costs less, we'll refund the difference using the same method described in Section 6. If your preferred replacement isn't in stock, we'll offer you a full refund instead.
8. Items That Cannot Be Returned
The 30-day change-of-mind return described in Sections 3 to 7 does not apply to the items below:
Custom-Cut & Bespoke Panels
Any panel, dado kit, or tongue-and-groove order cut, mitred, or configured to your own specified measurements (including custom listings) is made to order and cannot be resold. These are excluded from change-of-mind returns under the made-to-order exemption in Regulation 28(1)(b) of the Consumer Contracts Regulations 2013.
Installed or Modified Panels
Panels that have been fixed to a wall, painted, stained, or further cut down by you can no longer be resold and are not eligible for a change-of-mind return.
Opened Adhesives & Sealants
Adhesive, filler, or sealant products that have had their seal broken cannot be returned for hygiene and safety reasons, unless faulty.
Items Without Proof of Purchase
We're unable to process a return or refund if we cannot match the item to a genuine order placed with us.
This Exclusion Never Overrides Your Statutory Rights
If a custom-cut, installed, or otherwise excluded item arrives damaged, faulty, or different from what you ordered, none of the exclusions above apply. You're entitled to a free repair, replacement, or refund under the Consumer Rights Act 2015 regardless of customisation — see Section 9 for how to report a problem with your order.
9. Faulty, Damaged, or Incorrect Items
If your panelling arrives damaged in transit, has a manufacturing fault, or isn't what you ordered, we'll put it right at no cost to you — and these orders are always handled as a priority.
Tell Us Promptly
Please contact us as soon as you notice the issue, ideally within 48 hours of delivery for transit damage, with photos showing the damage and the packaging.
No Cost to You
We'll arrange a free replacement, free repair, or full refund — your choice — and we cover all return shipping for faulty or incorrect items.
Your 30-Day Right to Reject
Under the Consumer Rights Act 2015, you can reject faulty goods within 30 days of delivery for a full refund — no repair attempt required first.
10. Cancelling Your Order Before Dispatch
If you change your mind before your order has left our warehouse, simply email info@lunaireworks.com or call us on +44 33 0043 9923 as soon as possible. We'll cancel the order and refund you in full, with no fee, usually within 1–2 business days.
If your order has already been dispatched by the time you contact us, we won't be able to intercept it in transit — but you'll be able to return it once it arrives, free of charge, following the process in Section 4. Custom-cut items cannot be cancelled once production has started; see Section 8.
11. Inspecting Your Return
Once your return arrives at our warehouse, our team checks it against the eligibility criteria in Section 3 — usually within 2–3 business days of receipt.
If everything checks out, we move straight to your refund or exchange, as described in Sections 6 and 7, and you'll receive an email confirmation. If we find the item doesn't meet the conditions in Section 3 — for example, it's been installed or shows damage that wasn't there at delivery — we'll always email you to explain why before doing anything else. You'll then have the choice to have the item sent back to you at your cost, or to agree a partial refund reflecting its condition.
We will never dispose of, or refuse to return, an item without first contacting you to discuss it.
12. Where We Ship & Accept Returns
We currently ship to, and accept returns from, addresses within the United Kingdom only — England, Scotland, Wales, and Northern Ireland. This Returns & Refunds Policy applies exclusively to orders placed for delivery within the UK. If we begin shipping internationally in future, we will update this page to set out the return terms that apply to those orders.
13. Failed & Refused Deliveries
If a Parcel Is Returned to Us Undelivered
If our courier cannot deliver your parcel — for example, because of an incomplete address you provided, or repeated missed delivery attempts — and it's sent back to us, we'll contact you to arrange redelivery at a reasonable additional cost, or to issue a refund of your order minus any return carriage costs we were charged.
If the Delivery Failure Is Our Fault
If a parcel goes missing or is returned to us due to a courier or labelling error on our part, we'll arrange free redelivery or a full refund — you won't pay anything extra.
14. Changes to This Policy
We review this Returns & Refunds Policy periodically to reflect changes in our products, our business operations, or UK consumer protection law. The most current version will always be published on this page, with the "Last Updated" date at the top showing when it was last revised.
Any order placed before a change to this policy will continue to be honoured under the terms that applied at the time of purchase. We encourage you to review this page before placing an order if you'd like to check the most current terms.
15. Contact Us About Returns & Refunds
Whether you'd like to start a return, ask about a refund, or check whether a custom item is eligible, our team is on hand to help.
Preferred for return requests. We confirm eligibility within 1–2 business days.
Live Chat & Contact Form
lunaireworks.com/pages/contactAvailable during business hours via our website.
Returns Address
STERZEAL HATS LIMITED
126 Newark Avenue, Peterborough, PE1 4NP England, United Kingdom
Please contact us first so we can issue a return label.
Ready to Start a Return?
Email us with your order number and we'll confirm your return within 1–2 business days, free of charge.
Email Us to Start a Return© 2026 Lunaire Works · STERZEAL HATS LIMITED (Reg. 13249070) · VAT GB433989551 · 126 Newark Avenue, Peterborough, PE1 4NP England, United Kingdom
