Terms and conditions

Return policy

Palahook Accessories wants you to be completely satisfied with your purchases and we make sure to take every possible step to achieve this. But if for some reasons you are not completely 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 by 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 to advise you of the steps to follow.

• Please note that we can only accept products with an authorized returns item number given by us.
• A 15% restocking fee will be deducted from the refund for any opened and damaged boxes.

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

Cancelation

It is not possible to cancel your order once the transaction has been completed. You will therefore have 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, original shipping charges subject to other terms of this return policy.

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

Please note that we can only accept products with an authorized returns item number given by us.

What happens if the item arrived damaged or defective?

All orders leave our facility in new, 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 advise you of the steps to follow.

All claims for damaged items must be made within 24 hours of receipt of your order. It is important that you open your order as soon as you receive it and notify us immediately if any damage occurs. If no damage claim is made within 24 hours of delivery, no action will be taken.

If your item(s) are defective, please contact us so that we can guide you through the correct process to have the defect corrected in accordance with the product warranty terms. Depending on the terms and requirements of the warranty, we will repair or replace it for you (or if supplies are out of stock, we will refund you) excluding the original delivery charge.