Returns and Exchanges: Our 60-Day Satisfaction Guarantee
At The Panel Hub, we understand that choosing the perfect wood tone for your architectural project is a significant decision that involves balancing aesthetics, light conditions, and existing decor.
Unlike many legacy competitors or marketplace distributors who offer a restrictive 14- or 30-day return window, we provide a comprehensive 60-Day Satisfaction Guarantee.
We want you to have ample time to see the 15mm AcuFelt™ and the 3-sided veneer wrap in your own space, under your specific residential or commercial lighting conditions, before you fully commit to your installation.
The Return Process and Eligibility Requirements
To be eligible for a return under our satisfaction guarantee, your items must be:
- New, unused, and in their original, undamaged packaging.
- Not eligible for return: Items that are damaged, scratched, stained, or altered.
- Only items in their original and undamaged packaging will be accepted for return.
Items that arrive damaged or defective are handled separately under our Delivery, Damage & Defect Claims policy below.
Please note that:
- Return Shipping: The customer is responsible for the return shipping fee, which will be deducted from the refund.
- Refund: The refund will be for the item subtotal and item tax, excluding any shipping charges.
We cannot accept returns on panels that have been modified, glued, or screwed into a wall, as these can no longer be certified for resale to other professional clients. To initiate a return, simply contact our US-based support team with your order number. We will provide you with a Return Merchandise Authorization (RMA) and detailed instructions on how to ship the panels back to our domestic fulfillment center.
We believe that a professional project should never be rushed. This 60-day window allows you to coordinate with your interior designer or contractor to ensure the panels align with the broader vision of your renovation. Whether you are building an office lobby or decorating your bedroom and living room, our goal is to ensure that the material you receive is exactly what you envisioned for your architectural space.
Delivery & Defect Claims
Your claims must be submitted within 48 hours of delivery and must include clear photos and/or an unboxing video showing the outer packaging (all sides), shipping labels, internal packaging, and the panels/items received. Minor, reasonable variations such as natural wood grain patterns, slight color or tone differences due to screen settings or lighting, and standard size tolerances do not constitute a defect.
If the delivery was signed for, concealed damage may still be reported within the same 48-hour window when supported by clear unboxing evidence. If the issue is deemed a minor defect, the resolution will be a replacement panel or replacement part as applicable. Refunds are not offered for minor defects.
Claims submitted outside this window, or without sufficient supporting evidence, may be declined.
Cancellations & Exclusions
Within 12 Hours of Order Placement
Orders canceled within 12 hours of order placement provided they have not yet entered warehouse processing will receive a refund of the order’s subtotal, minus a 5% cancellation fee.
Within 12-24 Hours of Order Placement
Orders canceled within 12-24 hours of order placement and prior to our warehouse picking the order for shipment will receive a refund of the order’s subtotal, minus a 15% cancellation fee.
After Shipment or In Transit
Once an order has shipped or is in transit, it cannot be canceled. If you no longer need the product, please accept delivery and request a return after delivery in accordance with our Return & Refund Policy.
Logistics of Freight Returns and Restocking
Because acoustic panels are categorized as oversized and heavy freight, the logistics of returning them are more complex than standard parcel returns. For standard returns, the customer is responsible for the return freight costs.
We highly recommend using a carrier that provides comprehensive tracking and insurance, as The Panel Hub cannot be held responsible for panels that are damaged during the return transit from your location. A standard restocking fee is applied to all returns to cover the labor involved in a multi-point inspection and the re-palletization of these high-density materials. This ensures that every acoustic panel in our warehouse meets our strict quality control standards for future clients.
5-Year Limited Warranty
Most wood wall panels found on the market today, particularly those sold via budget marketplaces like Amazon, come with a basic 1-year warranty that only covers immediate manufacturing defects. The Panel Hub goes significantly further to protect your investment. We offer an Industry-Leading 5-Year Limited Warranty on all SoundPanel™ collections.
What Our 5-Year Warranty Specifically Covers
While wood is a natural product and will inherently have slight variations in grain and color, the structural stability of the panel should never be in question. Our 5-year warranty is possible because we refuse to use the low-density scrap-grade MDF found in budget panels. By infusing our cores with moisture-resistant resins and high-pressure bonding agents, we have created a product that stands up to the test of time and seasonal shifts.
Our five-year guarantee is designed to protect you against structural failures that occur under normal residential or commercial use. This warranty focuses on the integrity of the materials and the manufacturing bond. We cover the following areas for a full five years from the date of purchase:
- Structural Delamination: We guarantee that the real wood veneer will not peel, bubble, or separate from the MDF core under standard indoor environmental conditions. Our high-pressure bonding agents are designed to last the life of the building.
- Core Integrity and Stability: Thanks to the moisture-resistant resins in our CoreShield™ technology, we warrant against excessive warping, bowing, or blooming of the slats caused by standard household humidity fluctuations. This is a critical differentiator from legacy 9mm panels that often distort over time.
- AcuFelt™ Bonding: We guarantee that the 15mm AcuFelt™ backing will remain securely bonded to the slats without sagging or detachment. Our industrial-grade fasteners and adhesives are engineered for long-term vertical and ceiling tension.
Learn more about our Technical Specifications & Materials.
Environmental Stability and Maintenance Requirements
To maintain the validity of your 5-year warranty, the panels must be installed in a climate-controlled indoor environment. Wood is a biophilic material that reacts to its surroundings, and while CoreShield™ provides extreme protection, it is still necessary to maintain indoor humidity levels between 35 percent and 55 percent. This warranty is designed to protect against defects in materials and workmanship, but it does not cover damage resulting from improper installation, physical abuse, or exposure to extreme environmental catastrophes like flooding or direct outdoor weather.
To ensure your 5-Year Limited Warranty remains valid, please follow our mandatory Acclimation Protocol found in our Installation Guide.
How to File a Professional Warranty Claim
If you believe your panels have a warrantable defect at any point during your 5 years of ownership, filing a claim is a simple and transparent process. Contact our domestic support team with clear photos of the issue and your original proof of purchase. As a US-based operation, we do not make you navigate international red tape or wait for overseas approvals. If the claim is approved, we will provide replacement panels or a prorated credit toward a new purchase.
Visit the website: www.thepanelhub.com
Select the “support” tab
Contact:
1-833-500-0988
[email protected]
