Refund policy

  • Quick Glance

    1. Return / Exchange window: 7 calendar days from date of delivery
    2. Reverse-shipping fees:
    3. Returns – deducted from refund
    4. Exchanges – Palettones pays (one time only)
    5. Exchange limit: One exchange per item/order
    6. Non-returnable items: Made-to-order, clearance/“Final Sale”, used/washed items, tags removed
    7. Refund route: Default → original payment method (store credit optional on request)
    8. Processing time: Inspection 3–4 business days after receipt → refund within 7–10 business days

     

  • Eligibility Checklist

    1. Initiated within 7 days of delivery via the Returns Portal or hello@palettones.com
    2. Item is unused, unwashed, unaltered, free of perfume, makeup or stains.
    3. Original tags & packaging (including invoice slip) are intact.
    4. Request is the first and only exchange for that SKU/order.
    5. Product is not in the Non-Returnable list below.

    Orders that fail any checkpoint will be shipped back to you at your cost.

     

  • Non-Returnable & Exception Items

    1. Made-to-order / customised pieces
    2. Clearance / Final-Sale merchandise (priced with “No Returns” badge)
    3. Items showing visible wear, washing, alterations, or fragrance
    4. Products with tags or labels removed
    5. Gift cards / e-vouchers

     

  • How to Raise a Return or Exchange

    1. Log in to your Palettones account → My Orders → Request Return/Exchange.
    2. Select reason & upload 2–3 photos (front, tag, any issue) for faster approval.
    3. Receive confirmation e-mail / SMS with pickup schedule and AWB.
    4. Hand the parcel to our logistics partner; keep the pickup receipt till resolution.

    Need help? E-mail hello@palettones.com or WhatsApp +91 9211381383 (10 AM-7 PM IST, Mon-Sat).

     

  • Reverse-Logistics & Fees

    1. Log in to your Palettones account → My Orders → Request Return/Exchange.
    2. Select reason & upload 2–3 photos (front, tag, any issue) for faster approval.
    3. Receive confirmation e-mail / SMS with pickup schedule and AWB.
    4. Hand the parcel to our logistics partner; keep the pickup receipt till resolution.

    Need help? E-mail hello@palettones.com or WhatsApp +91 9211381383 (10 AM-7 PM IST, Mon-Sat).

     

  • Quality Inspection & Approval

    1. Parcel arrives at our Delhi NCR facility.
    2. QC completed within 3–4 business days.
    3. Approval e-mail sent; refund or exchange dispatch is triggered.
    4. Rejected items: Photos + reason shared; customer to arrange re-pickup within 7 days.

     

  • Refunds

    1. UPI / Net-banking / Card - Redunded to Same source (5–7 business days post-approval)
    2. Cash-on-Delivery (COD) - Bank transfer to details you submit or store credit (5–7 business days)
    3. Store Credit redemption - Store Credit (24 hours)

    *Bank processing may vary; festival periods can add 2–3 days.

     

  • Exchange Dispatch

    1. Exchange piece ships within 48 hours of QC approval (subject to stock).
    2. New AWB & tracking link emailed/SMSed automatically.

     

  • Damaged or Wrong Item on Arrival

    1. Record a 60-sec unboxing video clearly showing the shipping label before opening.
    2. E-mail the clip plus order number to hello@palettones.com within 24 hours.
    3. We fast-track a free replacement or full refund—including shipping—once validated.

     

  • International Orders

    • Currently final sale. We do not accept returns/exchanges for addresses outside India.

     

  • Contact Us

    • E-mail: hello@palettones.com - 24×7 (responses within 2 business days)
    • WhatsApp: +91 9211381383 (10 AM – 7 PM IST, Mon-Sat)
    • Phone: +91 9211381383 (10 AM – 7 PM IST, Mon-Sat)

     

  • Policy Updates

    • Palettones reserves the right to amend this policy without prior notice. Updates will always be posted on this page; the version in force at the time of your request will apply.