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Returns & refunds.
Returns, exchanges and refunds, step by step: how to send panels back and when your money arrives.
Last updated October 2026
Last updated October 2026
Changed your mind? You have 30 days from the day your order is delivered. Here’s exactly how it works.
How to return something
- Ask us first. Email hello@slats.co with your order number within 30 days of delivery. We’ll reply with your return approval and where to send it. Every return needs our approval before it ships: it’s how we match the package to your order and get your refund out quickly. We’re unable to accept or refund returns that arrive without approval.
- Pack it carefully. Use the original box and put back all the foam, side and corner protection exactly as it arrived. Tape every seam and both ends securely so nothing can slide or open in transit. Remove or fully cover the old shipping labels so the box comes back to us, not to you.
- Ship it to us. Send it with your carrier of choice (we recommend UPS) to the address we email you, with your name and order number on the label. Reply with your tracking number.
- Get your refund. Once it arrives, we inspect and process it within 24–48 hours. The refund goes back to your original payment method and usually posts within 2–4 business days.
Panels are long and their edges dent easily, so a well-packed box is what keeps your refund whole. Any damage caused by loose or incomplete packing on the way back to us will be deducted from your refund.
Return shipping
We cover shipping on the way to you; return shipping is your responsibility. You can ship it back yourself, or we can send you a prepaid return label and deduct its cost from your refund:
| Panel length | Ships back by | Prepaid label |
|---|---|---|
| 94.5" | UPS | $70 per box |
| 106" | UPS | $200 per box |
| 118" and 141.6" | Freight only | About $600 per shipment |
| UPS pickup from your address (optional) | UPS | $20 |
Rather not drop it off? With a prepaid UPS label, we can also schedule a pickup from your address for $20, deducted from your refund.
These are too long for parcel carriers, so a return has to go by freight. Freight usually costs about $600 per shipment and comes out of your refund, which is close to the price of a box. Please order with that in mind.
What can be returned
Panels must be new and unused, in the same condition you received them, with no nail holes or adhesive, and in the original packaging. We inspect every return when it arrives. Panels that show signs of use may be refused or have a fee deducted from the refund, depending on their condition.
- Items bought on sale
- Gift cards
- Panels that have been cut, painted or coated
Color and natural variation
Our panels are real wood, so grain and tone vary from board to board and from batch to batch. Your screen’s brightness and color settings, and the light in your room, also change how a finish looks. Photos and product images are a guide, not an exact match.
We strongly encourage ordering samples before you buy. Hold them up to your wall, in your own light, at different times of day. Returns because the color or grain looks different than expected are handled as standard returns, so return shipping is your responsibility.
Samples
Return samples within 30 days for a refund of the sample price. Shipping charges aren’t refundable.
Damaged, wrong or missing items
Please check your order when it arrives. If anything is damaged, wrong or missing, email hello@slats.co right away with your order number and photos of the panels, the box and its labels. We’ll make it right, and you won’t pay to fix our mistake.
Exchanges
Want a different finish or size? Email hello@slats.co within 30 days of delivery and we’ll get your exchange approved. Then choose whichever option suits your timeline:
We place a new order for the panels you want, charge it and ship it right away. When your original panels arrive back and pass inspection, we refund them.
Best if you’re ready to install and don’t want to wait.You send the original panels back first. Once they arrive and pass inspection, we ship the new panels and refund or charge the price difference.
Best if you’d rather not pay twice up front.Either way, the return steps, packing and return shipping above still apply.
Questions
Chat with us Monday to Friday, 9am–5pm PT, call (888) 222-4603, text (833) 657-7116, or email hello@slats.co. We reply to email within 24 hours, excluding weekends and holidays.