At Palza, customer satisfaction is our top priority. We understand that sometimes you may need to return an item or request a refund. This policy outlines the conditions under which returns and refunds are accepted, and the steps to follow for different scenarios.

1. General Return Conditions

• Eligibility: Items must be unused, in their original condition, and with all original tags and packaging intact.
• Return Window: Returns must be initiated within 30 days of receiving your order. Returns outside this window will not be accepted.

2. Return & Refund Process

To ensure a smooth return and refund experience, please follow these steps:

Step 1: Contact Us

• Email our customer service team at support@palza.store to initiate a return. Please include your order number, the item(s) you wish to return, and the reason for the return.

Step 2: Receive Return Authorization

• Our team will review your request and, if eligible, provide you with a Return Authorization (RA) number and return shipping instructions.

Step 3: Ship the Item

• Securely package the item(s) and include a copy of the original receipt or packing slip. Clearly label the package with the provided RA number. Please note that customers are responsible for return shipping costs unless the return is due to a defect or error on our part.

Step 4: Inspection and Refund

• Once we receive the returned item, it will be inspected to ensure it meets the return criteria. If approved, a refund will be processed to your original payment method within 5-7 business days. You will receive an email notification once the refund has been issued.

3. Return Scenarios

3.1. Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, or not what you ordered, please contact us immediately.

• Resolution: We will arrange for a replacement or issue a full refund, including any shipping costs incurred. You will not be responsible for return shipping fees in this case.

3.2. Item Not Received

If your order does not arrive within the estimated delivery time:

• Resolution: Contact us to investigate the issue. If the package is confirmed lost, we will either resend the item or issue a full refund.

3.3. Order Cancellation

If you wish to cancel your order:

• Before Shipment: If the order has not yet been shipped, you may cancel it by contacting us. A full refund will be processed within 3-5 business days.
• After Shipment: If the order has already been shipped, you will need to follow the return process once the item arrives. Shipping costs for returns will be your responsibility.

3.4. Change of Mind

If you change your mind about a purchase:

• Resolution: You can return the item following our general return conditions. Return shipping costs are the customer’s responsibility.

4. Non-Returnable Items

Certain items cannot be returned or refunded, including:

• Gift cards
• Final sale items
• Customized or personalized products

5. Partial Refunds

In some cases, only partial refunds are granted:

• Items not in their original condition, damaged, or missing parts for reasons not due to our error.
• Items returned after the 30-day return window.

6. Exchange Policy

We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired item.

7. Contact Us

If you have any questions about our Return & Refund Policy, please contact us at:

• Email: support@palza.store