Refund policy

Return Policy

We have a 30-day return policy for NON-CUSTOM Items, which means you have 30 days after receiving your not custom item to request a return. If you got something personalized with revisions you accepted before the products mailed to you, there will be no refunds.This however can exclude if there’s shipping issues, see below.


To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

  • To start a return, you can contact us at info@projectpalette.shop. Please note that returns will need to be sent back to us and will not be accepted until approval. You must email us photos on how the item arrived in it’s packaging 


If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted until contacted.

You can always contact us for any further return questions at info@projectpalette.shop


Damages & Issues


Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If you got something personalized with revisions you accepted before the products mailed to you, there will be no refunds. This however can exclude if there’s shipping issues, at that point, please email me all photos of packaging (as arrived), the destroyed/incorrect product. We will further address this situation. Thank you and please message me if you have any further questions! This policy is designed to protect each and every customer. In the event that there are any issues with shipping, please contact us via email and include photos of both the packaging upon arrival and the damaged or incorrect product. This will allow us to quickly and efficiently resolve any issues and ensure your satisfaction. Thank you for your understanding and please don't hesitate to reach out if you have any additional concerns or inquiries.

Exceptions / non-returnable items


Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products)We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges

The fastest way to ensure you get what you envisioned is to contact us, return the item you have, and once the return is accepted & refund is made, make a separate purchase for the correct item, unless we have discussed other accommodations. 


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As stated above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

  • If more than 15 business days have passed since we’ve approved your return, please contact us at info@projectpalette.shop.