Return and Refund Policy

Damaged Goods

If upon receipt of your order, the parcel looks damaged in anyway or the product(s) inside are damaged, please take photos, as we may need these to make a claim against the courier. Please make sure to notify us of any damages within 48 hours of delivery. If you notify us after this period, we may not be able to make a claim and the next steps will be at our discretion.

Incorrect Items/Products

If anything is incorrect with your order or you have received an incorrect order or products in your parcel, please contact us within 48 hours of accepting the delivery, so we can quickly look to rectify the issue.

Non Delivery

If you have not received you order within 7 working days of placing your order and you have not been notified directly of any delays or agreed a timeframe with us. Please contact us so we can investigate further.

Customer Details

In order to fulfil your order and make sure it gets to the correct recipient, please ensure clear and accurate, delivery and billing information is included when finalising and checking out your order. If we have fraud concerns, where a different name on the method used to pay is different to the billing information, we have the right to decline your order and pass this information on to the relevant authorities for fraud investigation.

Materials / Product Finishes

Please note that we use natural wood and slate materials, so these can vary slightly from product to product: 

Our wooden products there may be marks and knots that occur naturally, slight variations in shade colour, these are not defects but ensure that every piece is unique.

Our slate products are made from Natural Slate. So, the corners and edges are rough and not linear or completely square. These are not defects and everything is carefully packaged so that you receive you order exactly as we have sent it. There may be small darker patches on the laser engraving where it must navigate the unsmooth surface of the slate. It all adds to the uniqueness of each product.

Website Pricing Errors

There may be the odd occasion where website errors cause a product to be mis-priced, and/or discount incorrect applied. If we spot any issues when processing your order, we will contact you directly prior to despatch to notify you of any issues or errors made. This could result in cancellation of your order and a full refund being issued, but we will always try to contact you first to resolve.

Credit

Prickly Panda does not offer credit terms for consumers or website purchases. For Trade or Wholesale customers, our payment terms with be agreed upfront prior to processing any orders.