Refund policy
Thank you for shopping with The Palma House Store. We hope you are completely satisfied with your purchase. However, if your order does not meet your expectations, eligible items may be returned or exchanged according to the policy below.
Exchanges
We accept exchanges for eligible products. When you prefer a different item, please contact our customer support team with your order number and the name of the product you would like instead.
Our team will review your request and provide the required exchange instructions. You may need to pay any price difference and applicable shipping costs before we ship the replacement item.
Product Condition
To qualify for a standard return or exchange, the product must be
- New and unused
- Unassembled
- In its original packaging
- Complete with all parts, hardware, accessories, manuals, and tags
- Free from damage, stains, scratches, or signs of use
We do not apply the standard new-condition requirement to products that arrive damaged, defective, or incorrect. Please contact us promptly and provide clear photographs of the product, packaging, and shipping label so we can arrange an appropriate solution.
Return Window
You may request a return within 30 days of the delivery date.
Return requests submitted after the 30-day return period may not be accepted.
Return Method
All approved returns must be sent by mail or through an authorized freight carrier, depending on the size and weight of the product.
Before returning an item, you must contact our customer support team for approval. Once we accept your request, we will provide the return address and shipping instructions.
Please package the item securely to prevent damage during return transportation. Unauthorized returns may be refused.
Return Shipping Costs
Customers are responsible for return shipping costs for standard returns and exchanges, unless the product arrived damaged, defective, or incorrect.
We strongly recommend that you use a trackable and insured shipping service. The Palma House Store does not cover lost or damaged returned packages during transit.
Restocking Fee
We do not charge a restocking fee for eligible standard returns unless otherwise stated on the product page or communicated before the return is approved.
The product must meet all return-condition requirements to qualify for a full eligible refund.
Damaged, Defective, or Incorrect Products
When your order arrives damaged, defective, or incorrect, please contact us within 5 days of delivery.
Your request should include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the original packaging
- A photograph of the shipping label
After reviewing the information, we may provide replacement parts, arrange a replacement, authorize a return, or issue an eligible refund at no additional cost to you.
Refund Processing
Once we receive and inspect your returned product, we will notify you of the approval or rejection of your refund.
Approved refunds will be issued to the original payment method within 7 business days after the return has been received and inspected.
Your bank, card issuer, or payment provider may require additional time to display the refund in your account.
Original shipping fees, expedited delivery charges, assembly fees, and other optional service charges are non-refundable unless the return resulted from an error by The Palma House Store.
Non-Returnable Items
The following products may not be returned or exchanged:
- Custom-made or personalized products
- Special-order products
- Custom-upholstered furniture
- Clearance or final-sale products
- Products that have been assembled, used, altered, or damaged after delivery
- Items returned without their original packaging
- Products missing parts, hardware, accessories, or documentation
Contact Us
For questions about returns, exchanges, damaged products, or refunds, please contact our customer support team:
Phone: +1 (847) 730-3036
Email: support@thepalmahousestore.com