Refund policy

IF YOU ARE A CONSUMER AND IF YOU PURCHASED ONLINE OR OVER THE TELEPHONE, YOU HAVE A LEGAL RIGHT TO CHANGE YOUR MIND. THIS SECTION DOES NOT APPLY TO BUSINESS CUSTOMERS

1. Your legal right to change your mind. For most of our products bought online or over the telephone, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

1. When you can't change your mind. You can't change your mind about an order for:

services, once these have been completed (i.e. the construction of the building);

goods that are made to your specifications; and

goods which become mixed inseparably with other items after their delivery.

1. The deadline for changing your mind. If you change your mind about a product or service you must let us know no later than 14 days after:

the day we deliver your product. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery; and

the day we confirm we have accepted your order, if it is for a service.

1. How to let us know. To let us know you want to change your mind, contact our Customer Service Team: https://palmako.co.uk/pages/contact or by e-mail to uk-support@palmako.co.uk,
2. You have to return the product at your own cost. If your product is goods, you have to return it to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You can send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, contact our Customer Service Team: https://palmako.co.uk/pages/contact or by e-mail to uk-support@palmako.co.uk.
3. We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.
4. You have to pay for services you received before you change your mind. If you bought a service (such as assembly or construction) we don't refund you for the time you were receiving it before you told us you'd changed your mind.
5. If you ask for services to be provided during the 14 day cancellation period, your right to cancel will be lost in respect of services fully provided. Where you request and/or agree to construction of the building / structure prior to the end of the 14 day cancellation period, you will lose your right to cancel in respect of the services fully provided at your request or with your agreement.
6. Products must be in the original condition and in their original packaging. If you have changed your mind, you must ensure that the products are packaged in the same manner as when they were delivered to you and include all component parts.   
7. We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", the packaging is damaged, any parts are missing, the product has been assembled or installed and is unable to be disassembled without damage being done. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team: https://palmako.co.uk/pages/contact or by e-mail to uk-support@palmako.co.ukcan advise you on whether we're likely to reduce your refund.
8. When and how we refund you. If your product is a service (i.e. assembly), or goods that haven't been delivered (i.e. cancelled before delivery) or that we're collecting from you, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund.