Refund
Policy
Last updated: 16.12.25
1. OVERVIEW
1.1 We want you to be completely satisfied with your purchase from Palms Customs. This policy explains our approach to returns, refunds, and exchanges.
1.2 Because most of our items are handmade to order, we handle refunds a little differently from mass‑produced goods.
2. HANDMADE AND CUSTOM ITEMS
2.1 Each item is made to order and may feature natural variations in finish, colour, or texture. These are part of the handmade process and are not considered defects.
2.2 Custom, personalised, or made‑to‑order products (including items made from your specifications, designs, or measurements) are non‑refundable unless faulty or damaged.
3. STANDARD RETURNS
3.1 For eligible items purchased online, UK consumers have a legal right to cancel within **14 days** of receiving their order under the Consumer Contracts Regulations 2013.
3.2 To start a return or cancellation:
- Email us at contact@palmscustoms.com with your order number and reason for return.
- We will provide instructions for returning your item.
3.3 Returned items must be:
- unused and in their original packaging; and
- posted back within 14 days of notifying us.
3.4 You are responsible for the cost of return postage (unless the item is faulty). We recommend using a tracked, insured shipping method.
4. REFUNDS
4.1 Once we receive and inspect your return, we’ll email you to confirm approval or rejection of your refund.
4.2 Approved refunds will be processed within 7–10 working days to your original payment method.
4.3 We may deduct from your refund any loss in value if the item has been used or handled beyond what is necessary to check it.
5. EXCHANGES
5.1 We can exchange standard products for a different size or variant if stock allows.
5.2 To arrange an exchange, contact us first. You’ll need to return the original item, and we’ll ship the replacement once received.
6. FAULTY OR DAMAGED PRODUCTS
6.1 If your item arrives damaged or develops a fault within a reasonable time, contact us at contact@palmscustoms.com with photos and details.
6.2 We will offer a repair, replacement, or refund depending on the issue and product type, in line with the Consumer Rights Act 2015.
6.3 We will cover reasonable return postage costs for faulty or incorrect items.
7. PRE‑ORDERS
7.1 Pre‑order items are created based on estimated production schedules. The dispatch date shown on the product page is an estimate and may change due to supplier or material availability.
7.2 Because these items are made specifically for pre‑order customers, cancellations after production has started may not be accepted unless the item is faulty.
8. SALE ITEMS AND GIFT CARDS
8.1 Sale items cannot be refunded or exchanged unless faulty.
8.2 Gift cards are non‑refundable and cannot be exchanged for cash.
9. CONTACT DETAILS
For any questions about refunds, returns, or exchanges, please contact@palmscustoms.com