Refund policy

At Palismade, each product is made-to-order and produced specifically for you. As a result, we do not offer refunds for buyer’s remorse, incorrect sizing, or change of mind. We strongly encourage customers to review all product details and sizing charts before placing an order.

Eligibility for Exchanges

In the rare event that you receive a defective, incorrect, or damaged item, we are happy to offer an exchange. To qualify, you must meet the following conditions:

  1. Notification Period
    You must contact us at [your support email] within 3 calendar days of delivery as indicated by the tracking number.

  2. Proof of Issue
    A clear photo or video must be provided showing the issue. This includes:

    • Visible embroidery or printing defects

    • Wrong item received (e.g., wrong color, size, or design)

    • Damage that occurred in transit

  3. Condition of the Item
    Items must be unworn, unwashed, and in their original packaging. We reserve the right to deny exchanges if the item has been used or shows signs of wear.

  4. Timeframe for Return Shipping
    Approved exchanges must be postmarked for return within 7 days of receiving exchange approval. Buyers are responsible for return shipping costs unless otherwise stated.

Non-Exchangeable Items

Due to the personalized and made-to-order nature of our products, the following items are not eligible for return or exchange under any circumstances:

  • Items with custom embroidery (names, dates, park names, etc.)

  • Garments with chosen thread colors

  • Design modifications requested by the buyer

  • Clearance or final sale items

Shipping Delays & External Factors

Please note that we are not responsible for delays caused by shipping carriers, customs processing, or weather events. Shipping time estimates are not guaranteed.

Order Cancellations

Orders cannot be canceled once production has begun. In most cases, production begins within 24 hours of purchase. If you believe you placed your order in error, please contact us immediately at palismade@gmail.com.

How to Start an Exchange Request

To initiate an exchange request, email us at palismade@gmail.com with:

  • Your full name and order number

  • A brief description of the issue

  • Photo/video evidence (if applicable)

We will respond within 1–2 business days with next steps.