Refund Policy

Refund Policy - Profile Panels LTD

Last Updated 10th October 2023

At Profile Panels LTD, we strive to provide high-quality products and excellent customer service. This Refund Policy outlines the terms and conditions under which refunds are issued for products you've purchased from us.

1. Refund Eligibility

We offer refunds under the following conditions:

• The product is found to be defective, damaged, or not as described.
• You receive the wrong item or an incorrect quantity.
• The item is returned in accordance with our Returns Policy.

2. How to Request a Refund

To request a refund, please follow these steps:

• Contact our customer support team at sales@profilepanels.co.nz or 0800348604 to report the issue and request a refund.
• Provide all necessary information, including your order number, a description of the issue, and any relevant photographs or evidence to support your claim.

3. Refund Process

Once we receive your refund request and review the provided information, we will assess the situation and notify you of the decision. If the refund is approved, the following will apply:

• Refunds will be issued using the original payment method used for the purchase.
• Please allow up to 5 business days for the refund to be processed and reflected in your account. The exact processing time may vary depending on your payment provider.

4. Non-Refundable Items

Certain items are not eligible for refunds, including:

• Items that have been used, altered, or damaged by the customer.
• Items returned outside the time frame specified in our Returns Policy.
• We do not offer returns on Clearance items or Headboards (Hygiene Reasons)
• We do not cover the cost of return shipping if you have decided you do not like the product or there are slight colour differences to our website due to wood being a natural product.  
• Custom-made, Custom-Cut and personalised products are not eligible for returns unless they are damaged or defective.

5. Cancelling Refunds

Once a refund is issued, it cannot be canceled. If you receive a refund for an item and later return it in accordance with our Returns Policy, the refunded amount may be deducted from your return.

6. Contact Information

If you have any questions or need assistance with the refund process, please contact our customer support team at sales@profilepanels.co.nz or 0800348604.

7. Policy Updates

Profile Panels LTD reserves the right to update and modify this Refund Policy to reflect changes in our policies and practices. Please review this policy periodically for updates.

Thank you for choosing Profile Panels LTD. We value your business and are committed to providing exceptional products and customer service.

Sincerely,