Returns Policy

We want you to be happy with your purchase. This Returns Policy explains how to return an item bought on PallasTrade Store, when we refund you and what is excluded.

1. Return window

You may return most items within 30 days of delivery. Please contact us before sending anything back so that we can issue a return authorisation and give you the correct return address.

2. Condition of returned items

• Unused, undamaged and in the original packaging with all accessories, manuals and free gifts.
• Complete with any tags, seals or hygiene stickers still attached.
• Accompanied by proof of purchase – your order number is enough.

Items showing signs of use, installation or damage caused after delivery may be refused or refunded only in part.

3. How to start a return

Email support@example.com with your order number, the item you want to return and the reason. We reply with return instructions within two business days. Please do not send items back without authorisation.

4. Marketplace items

Items sold by third-party sellers on our marketplace may need to be returned directly to the seller. We tell you the return address in your authorisation email and stay involved until the case is closed.

5. Refunds

Once we receive and inspect your return, we refund the price you paid for the goods to the original payment method. Refunds are usually issued within 5–10 business days of inspection; your bank may take a few days longer to post the credit. Original shipping costs are refunded only when the return is due to our error, a damaged item or a defective product.

6. Exchanges

If you would like a different size, colour or model, return the original item for a refund and place a new order – this is the fastest way to get the replacement.

7. Damaged, defective or incorrect items

If an item arrives damaged, is faulty or is not what you ordered, contact us within 14 days of delivery with photos of the item and its packaging. We arrange a replacement, a repair or a full refund, including the cost of returning the item.

8. Items we cannot accept

• Perishable goods and consumables that have been opened.
• Personal care and hygiene products whose seal has been broken.
• Gift cards and downloadable products.
• Made-to-order, personalised or final-sale items marked as non-returnable at checkout.

9. Return shipping costs

Unless the return is due to our error or a faulty item, you pay the cost of returning the goods and remain responsible for them until they reach us – please use a tracked service.

10. Wholesale and trade orders

Orders placed through the Wholesale Portal are governed by the terms agreed with your account manager. Where those terms are silent, this policy applies.