Refund policy

At Palomai, we want you to love your purchase! If something isn't quite right, we're happy to help. Please review our return and exchange guidelines below before submitting a request.

Return Eligibility

We offer a 15-day return window, which means you have 15 days after receiving your order to request a return.

To be eligible for a return, your item must meet the following requirements:

  • Items must be unworn, unwashed, and unused.

  • Original tags must still be attached.

  • Items must be free of stains, makeup, deodorant marks, perfume, body odors, smoke, pet hair, or any other noticeable scents or signs of wear.

  • Items must be returned in their original condition and packaging.

  • Proof of purchase or your order confirmation must be provided.

Please note: All returns are subject to inspection upon arrival. Items that do not meet our return requirements will not be eligible for a refund.

How to Start a Return

To initiate a return, please contact us at support@palomai.com within 15 days of receiving your order.

If your return is approved, we'll provide instructions and the return shipping address.

Customers are responsible for purchasing and covering the cost of their return shipping label. Palomai does not provide prepaid return labels for standard returns.

We recommend using a shipping service that includes tracking. Palomai is not responsible for packages lost or damaged during return transit.

Items sent back without prior return authorization will not be accepted.

Exchanges

Need a different item or size? We're happy to help with eligible exchanges, subject to product availability.

Please contact us at support@palomai.com within 15 days of receiving your order to request an exchange.

All exchange items must meet the same condition requirements outlined in our Return Eligibility section.

For approved exchanges:

  • Palomai will cover the cost of the return shipping label for the original item.

  • If you're exchanging for a different size, the customer is responsible for the shipping cost associated with sending the replacement item back to you.

Please note that exchanges are subject to inventory availability. If your requested item or size is unavailable, we'll work with you on an alternative solution.

Damages & Issues

We want you to receive your order in perfect condition! If your item arrives damaged, defective, or incorrect, please contact us at support@palomai.com as soon as possible so we can evaluate the issue and make it right.

Please include your order number and photos of the issue when reaching out.

Refunds

Once your return is received and inspected, we'll notify you whether your refund has been approved or declined.

If approved, your refund will be automatically issued to your original payment method. Please allow additional time for your bank or credit card company to process and post the refund.

Items that do not meet our return eligibility requirements will not qualify for a refund.

For any additional questions regarding returns, exchanges, or refunds, please contact us at support@palomai.com.