Not happy with your order? No Problem! If you are not satisfied with your order, items can be returned for size replacement or refund within 14 days from the delivery date.
Please note that we can only take back the goods if there are no signs of use. If you have any questions, please contact our support team at email@example.com. If you are not satisfied with a product you have purchased from us or if an item does not fit, you can return it to the specified return delivery address within 14 days after we have accepted the return/exchange. The term begins with the delivery of the goods. The customer bears the return shipping costs. Have a receipt drawn up and keep it in a safe place to prove your return in case of loss.
DAMAGE AND PROBLEMS
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate and rectify the problem.
1. RETURN TERMS & CONDITIONS
- Returns can be packed in the PALM. bag/box or any other type of suitable packaging, which must be sealed with adhesive tape.
- Returns sent at PALM. expenses will be refused and sent back at sender’s charge.
- PALM. reserves the right to refuse unauthorized returns that and/or not complying with the Return Policy. In case of receiving unauthorized returns, the box will remain the Customer’s property and will be returned to the shipper, provided payment of shipping fees.
2. RETURN INSTRUCTIONS
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. The customer bears the shipping costs of the return. If you would like an exchange or return an item, please contact our Customer Service team using the live chat or email us anytime firstname.lastname@example.org. Once the return/refund has been authorized, you may send the item(s) back to the given address.
ARE THERE ANY CHARGES FOR RETURN?
- Return shipping costs are at Customer’s charge, PALM. does not provide free returns and/or shipping labels. Customers may choose any courier or post service to ship returns. These costs are excluded from refunds.
- Original shipping charges are non-refundable. You are responsible for the charges of the return shipping
- Returns must be shipped within 14 days from the order’s delivery date.
- Sale items can be returned but they will be credited as a gift card. The gift card comes in a code and has no expiration date.
3. OPTIONS AFTER RETURN
All returns will be processed within 5-7 business days since the return is delivered to our warehouse.
- SIZE EXCHANGE - The same item can be exchanged for a different size just by simply ordering a new item from the store.
- REFUND - We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method excluding the original shipping costs. Please remember it can take some time for your bank or credit card company to process and post the refund too. Once the procedure is completed, you may proceed to ship the items to our warehouse.
Customers will be responsible for the return package and its content until it reaches our warehouse. PALM. won't be responsible for damaged/lost packages shipped from customers' couriers. Our Customer Care is at your disposal for any queries, please contact us at email@example.com or via our live chat.
4. CUSTOMS BLOCKS AND IMPORT TAXES
Shipments from EXTRA EU Countries and from the rest of the world may be delayed due to Customs security checks at the entrance. We suggest you obtain a tracking number from your courier to track your shipment. Should your return package be blocked at the Customs entrance, Customs will contact us to claim the necessary paperwork to release the shipment. The entire process may take up to 60 days. PALM. cannot speed up the process or contact Customs and won’t be in any case responsible for Customs clearance as this is regulated directly. If any Importation fees are applied to any return package, 1/3 of the total amount will be charged to the Customer and will be deducted from the refund credit. PALM. will take charge of the remaining 2/3 of the amount.
5. DAMAGED / FAULTY / INCORRECT ITEMS
In the event of receiving defective or incorrect items, please contact firstname.lastname@example.org within 3 calendar days after the delivery date providing photographic proofs showing defective/incorrect items to obtain approval. If the return is authorized, PALM. will arrange a free shipping label and provide further instructions on how to proceed with the return.Please note that if the return is shipped on your own, PALM. won’t be able to refund any shipping costs under no circumstances. For claims forwarded over calendar days and within 14 calendar days after the delivery date, the above conditions apply with returns at the customer's charge.
6. INCOMPLETE ORDER / DAMAGED PACKAGE
In the event of receiving a package that is visibly damaged or not in optimal condition, we suggest accepting with reserve or refuse the package upon delivery and contact our Customer Care immediately. In case the package is damaged or if the order is missing items, please provide some pictures to email@example.com
showing the box conditions upon delivery, doing so we will be able to forward a claim to the courier. PALM. reserves the right to refuse returns in the following cases:-If items are not returned in their original conditions.-If items are not returned within 14 days from the delivery date.-If items show any usage or damage signs.-If the return is not complying with the RETURN TERMS & CONDITIONS for any reason.