Return & Refund Policy
SKANDINAVIA dividers ship as individual slats on a pallet by freight. Slats are supplied
in standard lengths and cut to height on site, so an uncut slat in its
original packaging can be returned. Once a slat has been cut, it cannot.
Please read the shipping section below before requesting a return. Freight to and from
Canada is expensive, and in most cases a return costs more than the slats are worth.
Order a sample first
We strongly recommend ordering samples before ordering a divider. An 8" sample of any
finish is $30 and ships free, and it is the only reliable way to judge colour and grain —
screens vary, and so does natural wood veneer.
The cost of [one sample / your samples, up to $120] is credited against your
divider order. The credit is applied when your divider order is placed. Samples on
their own are not refundable if no divider order follows.
Returning uncut slats
Uncut slats in their original packaging may be returned within 14 days
of delivery. Contact us first — returns sent without authorisation cannot be accepted.
What you get back: the price of the returned slats.
What you pay:
- The original $400 shipping charge is not refunded. It has already
been spent getting the pallet to you. - Return freight is at your cost, and you arrange it. Slats are long
and travel on a pallet — this is freight, not parcel post, and typically costs a
similar amount to the original shipping. - Any customs, duty or brokerage charges on importing the slats into Canada are
at your cost. The fees we cover on the way out to you do not apply in reverse.
In practice this means a return rarely makes financial sense, which is why we ask you to
order a sample first. We would much rather help you get the order right than process a return.
We cannot accept returns of slats that have been cut, drilled, installed, painted or
stained, or of slats returned without their original packaging.
Damage in transit
Occasionally a pallet is damaged in handling. We replace damaged slats at no cost to you,
and you do not need to send anything back.
What you need to do, at the moment of delivery:
- Inspect the pallet before you sign the delivery receipt.
- If anything is damaged, write it on the receipt before the driver leaves.
This is the single most important step — without a noted receipt, a freight claim
usually cannot be made. - Photograph the damage, including the pallet and packaging.
- Email the photos to sales@primopanels.com
within 48 hours of delivery.
Manufacturing defects and order errors
If a slat has a manufacturing defect, or we sent the wrong finish, size or quantity, we
replace it at our cost — including shipping. Contact us within 7 days of
delivery with photographs and your order number.
This covers the product as supplied. It does not cover damage caused during cutting or
installation, or the natural variation in colour and grain that occurs in real wood veneer.
Cancellations and changes
Cancel or change your order free of charge.After 48 hours, before cutting beginsCancellation is possible, subject to a
25% cancellation fee.Once cutting has begunOrders cannot be cancelled — your slats are already
being made to your specification.
We will tell you when your order enters production. If you need to change a finish, size
or quantity, contact us as early as you can. We can usually accommodate changes before
cutting starts.
How to request a return or make a claim
Email sales@primopanels.com or call
(437) 421 4942. Include your order number, and photographs
where relevant. We will confirm in writing before you send anything back.
Nothing in this policy affects any rights you have under applicable consumer protection
law in your province or state.
Last updated: Aug. 2026
