Refund policy

Returns

We accept return requests for eligible online purchases within 14 days of delivery.

To be eligible for a return, the item must:

Be unused, unopened, and in the same condition as received.
Be in its original packaging with all parts, accessories, manuals, tags, and inserts.
Be accompanied by the original receipt or proof of purchase.

To request a return, please contact us at info@panelhub.ca before returning your item. Please include your order number and the reason for your return.

Approved returns must be sent to:

PanelHub
1700 Corydon Ave, Unit 19
Winnipeg, MB R3N 0K1
Canada

Returns sent without prior authorization will not be accepted.

Return Shipping & Restocking Fee

Customers are responsible for all return shipping costs. We strongly recommend using a trackable and insured shipping service, as PanelHub is not responsible for items lost or damaged during return transit.

Approved returns for reasons other than our error are subject to a 20% restocking fee, which will be deducted from the refund.

Original shipping charges are non-refundable.

The restocking fee does not apply if PanelHub shipped the wrong item or if the product is confirmed to have been defective upon arrival.

Shipping, Transit Damage & Lost Parcels

PanelHub carefully inspects and packages every order before it is shipped.

Once an order has been accepted by the shipping carrier, the shipment is under the carrier's responsibility. PanelHub is not responsible for delays, loss, theft, or damage occurring during transit, except where required by applicable law.

Customers must inspect their shipment immediately upon delivery. Any shipping damage, missing parcel, or delivery issue must be reported to both the shipping carrier and PanelHub within 48 hours of delivery.

Please retain all original packaging and provide clear photographs of the shipping carton, shipping label, internal packaging, and damaged item to assist with any claim.

Where appropriate, PanelHub may assist customers with submitting a claim to the shipping carrier. Any reimbursement or compensation relating to shipping loss or damage is subject to the carrier's investigation and claim approval.

Minor dents, creases, scratches, or other cosmetic imperfections to a product's retail packaging are considered normal shipping wear and are not considered product defects if the contents are complete and undamaged.

Defective or Incorrect Items

If you receive a defective item or an item different from what you ordered, please contact us at info@panelhub.ca as soon as possible.

Please include your order number, a description of the issue, and clear photographs where applicable.

Once the issue has been reviewed and confirmed, PanelHub will provide an appropriate remedy, such as a replacement, exchange, store credit, or refund.

Missing Items & Manufacturer Defects

Any missing items from your order must be reported within 7 days of delivery.

Manufacturer defects, including missing runners, molding defects, or missing parts inside sealed products, are subject to the manufacturer's or authorized distributor's warranty and policies. While PanelHub will gladly assist customers in contacting the manufacturer or distributor where possible, we cannot guarantee replacement parts or approval of warranty claims.

Non-Returnable Items

The following items are not eligible for return unless they are defective or incorrectly supplied by PanelHub:

Opened model kits
Model kits with broken manufacturer seals, opened inner bags, removed parts, cut runners, or assembled components
Opened paints, markers, adhesives, topcoats, thinners, and other hobby consumables
Used tools or accessories
Items that are incomplete, altered, damaged, or not in resalable condition
Special-order items
Clearance, sale, and final-sale items

For quality control reasons, model kits with broken manufacturer seals or opened inner bags are considered used and are not eligible for return, even if no parts have been removed.

If you are unsure whether an item is eligible for return, please contact us before making your purchase.

Refused or Unclaimed Shipments

Orders that are refused by the customer or returned as unclaimed will be treated as returned merchandise. Any return shipping charges incurred and the applicable 20% restocking fee will be deducted from the refund.

Exchanges

We do not offer direct exchanges for change-of-mind purchases.

If your return is approved, you may place a new order for the item you wish to purchase.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund, less any applicable 20% restocking fee and non-refundable shipping charges, will be issued to your original payment method within 10 business days.

Please note that your financial institution may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@panelhub.ca.