Refund Policy

 

We want you to be delighted every time you shop with us, but as we work on the same policy of our suppliers, we will only accept returns on two conditions: Firstly, if the product arrives damaged, faulty or defective and is reported within 48 hours or secondly if we’ve sent the wrong item.

Measure twice and buy once. In order to avoid you buying a product that will not fit your space, we advise that you measure your space twice and make sure you have the right measurements on hand before placing your order. If you are not sure if the item will fit your space or have the perfect balance with the other furniture and items you already have, please get in touch with us. Our designer will help you to select the best furniture and accessories for your space within your budget.

Our refund policy does not cover the following situations:

  • The customer enters the wrong mailing address.

  • The customer orders the wrong item.

  • The customer orders the wrong variation of an item.

  • The customer misreads product details or specifications.

  • The customer changes their mind after an order has been processed for shipping.

  • The customer gets buyer's remorse and or wishes they'd purchased from a different vendor. 

 

If an item is faulty, damaged, defective or delivered to you in error don't worry: we will do everything in our power to put things right.

DAMAGED ITEMS AND PRODUCT 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. 

All damages and discrepancies must be reported within 48 hours and we would appreciate it if you could photograph any damage or quality issues with a digital camera and email info@thepallethouse.com relevant photographs along with your name, address and order number. Outline the issues as best as you can to allow us to offer advice if needed to identify any problems and process the return/refund swiftly. Please also ensure that you keep any original packaging. This will be required in the case of a collection being arranged. 

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

We will try to respond as soon as possible during office hours (0900 to 1700 Monday to Fridays).

HOW LONG DOES IT TAKE TO PROCESS MY RETURNS?

We try to process returns as quickly as possible but in any case within 14 working days from receipt. Any refund will automatically be issued to the card used in the original transaction or the Paypal account used. If we cannot offer an acceptable replacement we will automatically refund you and let you know via email.

YOUR STATUTORY RIGHTS FOR ONLINE PURCHASE (UNWANTED ITEMS)

We offer a 14-days return policy for unwanted items with certain restrictions stated below. You have 14 days after you receive your item to request a return.

To start a return, you can contact us at info@thepallethouse.com with your name, address and order number. If your return is accepted, we’ll send you a return code, along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Returns are at the expense of the customers unless your item arrived damaged and reported within 48 hours or if we sent you the wrong item. Please read the Damages and Issues above.

You can always contact us for any return questions at info@thepallethouse.com.

Exceptions / non-returnable items


Certain types of items cannot be returned, like custom furniture up-cycled and custom products (such as special orders or personalized items). 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.

Refunds on unwanted items

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. For unwanted items, the refund is only made through store credit or vouchers. Please read 3rd paragraph for situations when our Refund Policy does not cover. The store credit/vouchers have no expiration date and you can use them when you are ready to place another order with us.

Exchanges


The fastest way to ensure you get what you want is to return the item you have, and once the return is approved, make a separate purchase for the new item with the store credit/vouchers you have received.