Refund policy
Overview
Thank you for shopping with palmavenuehomewares.shop.
This Return and Refund Policy explains the conditions applicable to cancellations, statutory withdrawal rights, returns, defective or damaged products, exchanges, and refunds.
Nothing in this policy is intended to restrict or exclude mandatory consumer rights available under Italian or European Union law.
For most online purchases by consumers within the European Union, consumers have a statutory 14-day withdrawal period during which they may cancel eligible purchases without providing a reason.
14-Day Right of Withdrawal
If you are purchasing as a consumer and the statutory EU right of withdrawal applies to your order, you generally have 14 days from the day on which you, or a third party designated by you other than the carrier, receives the goods to notify us that you wish to withdraw from the contract.
You do not need to provide a reason for exercising the statutory right of withdrawal.
To exercise your withdrawal right, contact:
Email: info@palmavenuehomewares.shop
Your communication must clearly indicate that you wish to withdraw from your purchase.
Please include your order number, name, the email address associated with your order, and the relevant product whenever reasonably possible.
We will provide the appropriate return instructions.
Returning Products After Withdrawal
After notifying us of your decision to withdraw, you must return the relevant goods without undue delay and within the period required by applicable law.
EU guidance confirms that consumers exercising the standard cooling-off right may generally be responsible for direct return shipping costs, provided they were properly informed of this obligation.
Unless a return results from defective, damaged, incorrect, or non-conforming goods, the customer is responsible for the direct cost of returning the product.
Do not send products to an address obtained independently or to the address shown on a parcel without first contacting customer support. Return processing locations may differ from shipping or fulfilment locations.
Contact info@palmavenuehomewares.shop before returning an item so that the appropriate return instructions can be provided.
Condition of Returned Products
Customers may inspect products to the extent reasonably necessary to establish their nature, characteristics, and functioning.
If a product has been handled beyond what is reasonably necessary for such inspection and its value has been diminished, we may make a deduction from the refund where permitted by applicable law.
Whenever possible, returned products should include their original packaging, accessories, instructions, components, and other items supplied with the product.
The absence of original packaging does not automatically remove statutory consumer rights where applicable, but customers should package returned goods securely to prevent damage during transportation.
Exceptions to the Right of Withdrawal
The statutory right of withdrawal does not apply to certain categories of products under EU consumer law.
Depending on the products offered by palmavenuehomewares.shop, exclusions may include, where legally applicable:
- Goods made to the customer's specifications or clearly personalised;
- Goods liable to deteriorate or expire rapidly;
- Sealed goods that are unsuitable for return for health protection or hygiene reasons after being unsealed;
- Goods that, after delivery, become inseparably mixed with other items because of their nature; and
- Other products or circumstances expressly excluded from the statutory withdrawal right under applicable law.
EU consumer guidance confirms that the 14-day cooling-off right is subject to specific statutory exceptions.
Any statutory exception will be applied only where permitted by law.
Damaged, Defective or Incorrect Products
Please inspect your order after delivery.
If your product arrives damaged, defective, materially different from its description, or you receive an incorrect product, contact us as soon as reasonably possible at:
Please provide:
- Your order number;
- A description of the issue;
- Photographs or video showing the problem where reasonably appropriate; and
- Photographs of the packaging if the product was damaged during shipment.
These materials help us assess the issue and identify an appropriate solution.
EU consumer law provides consumers with legal remedies when goods are faulty or do not conform to what was advertised. Depending on the circumstances, remedies can include repair or replacement and, when those remedies are unavailable or legally inappropriate, a price reduction or refund. Consumers generally benefit from a minimum two-year legal guarantee for goods.
These statutory rights apply independently of the voluntary return provisions in this policy.
Return Shipping for Faulty or Incorrect Goods
When an item must be returned because it is defective, damaged, incorrectly supplied, or otherwise non-conforming and the customer has a legal entitlement to a remedy, palmavenuehomewares.shop will handle reasonable return shipping costs as required by applicable law.
Customers should contact us before arranging such a return.
Refunds Following Withdrawal
If you validly exercise a statutory right of withdrawal, we will reimburse payments as required by applicable law.
EU rules generally require reimbursement within 14 days after the trader is informed of the consumer's decision to withdraw. However, for goods, the trader may generally withhold reimbursement until the goods have been received back or until the consumer provides evidence of having returned them, whichever occurs first.
Where legally required, the refund will include the original standard delivery cost paid by the customer. Because palmavenuehomewares.shop provides free standard shipping on all orders, there is normally no standard outbound shipping charge to refund.
Any additional amount paid because a customer deliberately selected an enhanced or expedited shipping service instead of standard delivery does not need to be refunded beyond the amount corresponding to standard delivery where applicable under law.
Refunds are normally issued to the original payment method unless another arrangement is expressly agreed and legally permitted.
Refund Processing
After a refund has been issued by us, the time required for the funds to appear in the customer's account can vary depending on the payment provider, bank, card issuer, or other financial institution.
Processing times controlled by third-party financial institutions are outside our direct control.
Exchanges
Where practical, we may offer an exchange for certain products.
Because availability can change, an exchange cannot always be guaranteed.
Customers seeking a different product, style, colour, or variation should contact:
Statutory rights concerning defective or non-conforming goods remain unaffected.
Refused and Unclaimed Deliveries
Customers are responsible for providing complete and accurate delivery information.
If a parcel is refused without valid legal grounds, not collected from a carrier, or returned because of an incorrect address supplied by the customer, we will assess the situation after the parcel is returned.
Any deductions or additional charges will only be applied where permitted by applicable law.
Order Cancellation Before Shipment
If you wish to cancel an order before shipment, contact us immediately at:
We will attempt to stop fulfilment where possible. However, if the order has already entered processing or shipping, cancellation before dispatch cannot always be guaranteed.
This does not limit any statutory withdrawal right that may apply after delivery.
Contact Us
For all return, cancellation, refund, damaged product, defective product, or statutory guarantee enquiries, contact:
palmavenuehomewares.shop
Email: info@palmavenuehomewares.shop
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