PALETTE COFFEE & CONSUMABLES
### **Return and Refund Policy**
At The Palette Coffee Co., we are committed to ensuring customer satisfaction with every cup. We understand that sometimes things don’t go as planned, and we’re here to help make it right.
With current supply chain challenges and occasional shipping delays, we ask for your patience as we work diligently to ship your orders with the utmost care, considering your health and safety.
### **Refunds and Returns**
We offer a **100% refund** of the product total for applicable products when the following conditions are met:
- **Contact Us:** If you are unhappy with your purchase, please contact our support team at info@palettecoffeeco.com within **15 days of delivery** to begin the return process.
- **Unopened Products:** Any unopened products must be returned and received by **The Palette Coffee Co.** within **30 days** of delivery for a refund or exchange.
- **Product Condition:** Used products must have at least **80% of the product remaining** in the original packaging to be eligible for a refund or replacement. For example, a 1 lb bag of coffee must contain at least 12.8 oz. Any returned non-coffee items (mugs, merchandise, etc.) must be in resalable condition.
- **Shipping Costs:** The customer is responsible for all return shipping costs. Shipping charges will be applied to any refunds or replacements.
- **Return Inspection:** All returned products will be inspected for damage before a refund or replacement is issued.
- **Shipping Damage:** We are not responsible for damage incurred during return shipping. In the event a returned item is rejected due to damage, it will not be returned to the customer unless postage is provided.
### **Final Sale Items**
Please note that **discounted items**, special promotions, **mystery boxes**, and **final sale items** are non-refundable, non-returnable, and non-exchangeable.
### **Damaged or Defective Products**
If you receive a product that is damaged or defective, please contact our support team at **info@thepalettecollection.com** within **24-48 hours** of receiving the item. Failure to notify us within this timeframe may void your claim.
- **Shipping Costs:** Shipping charges are non-refundable. However, if the product is defective or damaged, we will refund the original shipping charge and provide a replacement product.
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At **The Palette Coffee Co.**, we pride ourselves on delivering exceptional products and experiences. If you have any concerns about your order, please reach out to us and we will do everything we can to make it right.
For more assistance, contact us at **info@thepalettecollection.com** or visit our Contact page.
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FASHION & ACCESSORIES
Return and Exchange Policy
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At The Palette Collection, we strive to ensure your satisfaction with every purchase. If something isn't quite right, we're here to help. Please review our return and exchange guidelines below.
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**Final Sale Items**
All **marked down and sale items**, accessories, and, for hygienic reasons, undergarments, socks, and bodysuits are **FINAL SALE**. These items cannot be returned or exchanged.
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**Return Eligibility**
To be eligible for a return, your item must be unused, in the same condition you received it, and must have all original tags attached. Items must also be sent back in the original packaging.
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Reasons for **NOT** approving a return or exchange request include:
- Visible signs of wear (stains, cuts, holes, damage).
- Presence of pet hair or any kind of odor (including perfume, detergent, etc.).
- Items returned with removed or altered tags.
- Failure to return any promotional or free items included with the purchase.
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**How to Request a Return or Exchange**
1. Visit our **Returns & Exchanges** page and complete the form to initiate your return/exchange request.
2. Provide any necessary feedback in the comments to help us understand the reason for your return or exchange.
3. Once your request is approved, ship your item back within 7 days. Otherwise, we cannot accept your return or exchange.
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**Domestic Exchange Policy (US)**
- Our exchange policy lasts **30 days** from the date of purchase.
- Items can be exchanged within 30 days, provided they are in original condition with tags attached and inventory permits. All exchanges are handled on a first-come, first-served basis.
- **Sale items** are not eligible for exchanges.
- Exchanges will be processed once the returned item is received and inspected by our distribution team.
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**Shipping Fees**
Shipping fees are **non-refundable** and **non-negotiable**.
If you're returning an item for a refund, the cost of the return shipping label will be deducted from your refund.
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**International Exchange Policy**
At this time, we are unable to process **international exchanges**. However, we do accept returns on international orders, but the shipping cost to return the item is the responsibility of the customer.
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**Late or Missing Refunds**
If you haven’t received a refund within the expected time frame, follow these steps:
1. Double-check your bank account.
2. Contact your credit card provider, as there may be delays in processing.
3. If you still have not received your refund, please reach out to us at info@thepalettecollection.com.
**Product Issues**
If you receive a defective or damaged product, please email info@palettecollection.com with photos and proof of the damage within 24-48 hours of delivery. Once the return is received and inspected, we will send a replacement as soon as possible.
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**Received the Wrong Item?**
If you received an incorrect item, please contact info@palettecollection.com, and we will provide you with a prepaid return label to send the incorrect item back. We will ship your correct order once we receive the returned item.
*Note: If the incorrect item has been worn or washed, we cannot offer an exchange.*
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**Frequently Asked Questions (FAQs)**
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- **Do you provide a free return label?**
We provide a free return label for size exchanges. For refunds, a small fee will be deducted from the refunded amount to cover the label cost.
- **Can I exchange one item and return another?**
Yes. However, the exchange label will only cover the exchange item. If you are returning an item for a refund, a shipping fee will be applied to that return.
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- **When will my exchange ship?**
Once we receive and inspect the returned item, we will process the exchange within 2-3 business days.
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- **How long do I have to request a return?**
You have **18 days** from the date of purchase to request a return or exchange.
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- **Is there a restocking fee?**
No. However, return shipping costs will be deducted from your refund.
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- **Can I request a gift card instead of a refund?**
Yes. If you prefer a gift card over a refund, you can request one, and the shipping label fee will be lower.
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- **Do you allow international returns?**
At this time, we do not offer returns on international orders, but we're happy to assist with sizing or recommend items based on your preferences.
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- **What items are non-returnable?**
All sale items, accessories, undergarments, and bodysuits are not returnable for hygiene reasons.
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For any further questions or issues, please contact us at **info@thepalettecollection.com**.
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