Terms and conditions

Return policy

Palahook Accessories wants you to be completely satisfied with your purchases, and we take every possible step to ensure this. However, if for any reason you are not entirely satisfied with an item you purchased from the Palahook website, we accept returns and offer refunds subject to the terms and conditions of this policy. Please note that these items must be returned to us via tracked mail. Without a verifiable tracking number, you accept the risk that the item may not reach us. Returns not received by us will not be eligible for a replacement or refund. You understand that shipping, handling, and insurance charges are non-refundable. To make a return by mail, please contact Customer Service by email at info@francoisb1.sg-host.com. A Customer Service representative will then contact you by phone or email with further instructions.

• Please note that we can only accept products with an authorized return item number that we have provided.
• A 15% restocking fee will be deducted from the refund for any opened and damaged box.

Upon receipt of your return, we will process your request within 2 to 5 business days. We will then notify you of our decision and, if applicable, credit your account with the price of the returned item using your original payment method. We will notify you of the transaction by email or telephone. However, the initial shipping, handling, and insurance costs will not be refunded.

Cancelation

It is not possible to cancel your order once the transaction is complete. You will therefore need to return it to obtain a refund.

What happens if you change your mind about a delivered purchase?

We offer a 10-day return policy to change your mind. This means that if you are not satisfied with your purchase, you are welcome to contact customer service by email for an authorized return item number for a refund, plus original shipping charges, subject to the other terms of this return policy.

• All returned items must be in new, unused, unopened condition, in their original packaging, and include all supplied parts and accessories. If returned items are not received by us in new condition, we will return them to you once you have paid the return shipping costs.
• Items must be returned in good condition and free from any signs of use.
• Return shipping costs are non-refundable.

Please note that we can only accept products with an authorized return item number that we have provided.

What happens if the item arrived damaged or defective?

All orders leave our facility in new and undamaged condition. If your item arrives damaged, please contact customer service by email at f.boisvert@palahook.com. A customer service representative will then contact you by phone or email to provide you with the next steps. All claims for damaged items must be made within 24 hours of receiving your order. It is important that you open your order as soon as you receive it and notify us immediately of any damage. If no damage claim is made within 24 hours of delivery, no action will be taken. If your item(s) are faulty, please contact us so we can guide you through the correct process to have the fault rectified in accordance with the product warranty terms. Depending on the warranty terms and requirements, we will repair or replace the item for you (or, if out of stock, refund you), excluding the original delivery charges.

Shipping Policy

COVID-19 Order Processing / Shipping Notification

Due to the coronavirus (COVID-19), order processing may take additional time due to high order volume or other factors beyond our control.
All shipments are subject to delays due to circumstances beyond our control and the high volume of shipments processed by our carriers’ network. Palahook Accessories will not refund or credit shipping charges for shipments delayed during this period, and we apologize for any inconvenience this may cause.

Canada Post and Purolator are our preferred shipping partners, providing service Monday through Friday, excluding holidays. Shipping time is 2 to 7 business days, calculated from the moment the package leaves our shipping locations. Delivery times are approximate and may be delayed due to factors beyond our control. We are not responsible for delays, loss, or damage during transit and will not refund shipping charges.

Shipping costs will be automatically calculated at checkout, before you finalize your order. Delivery times do not include order processing time (1 to 2 business days). However, rest assured that we strive to process your order the same day whenever possible.

To ensure better service, the carrier will require a signature upon delivery. If you are not home, the delivery person will leave a note so you can pick up your package at the nearest post office. Unclaimed or refused packages will be subject to a 30% restocking fee in addition to the shipping costs.

We only deliver to Quebec and Ontario.

Other provinces and international

Please note that we do not currently offer delivery to remote areas or internationally.

Shipping/Carrier Disclaimer

If incorrect shipping information provided by the customer is the cause of the loss of one or more shipments in transit or an incorrect delivery by the carrier, Palahook Accessories will not be liable for any compensation or replacement for the lost or misdelivered shipment.