Refund policy

RETURN & REFUND POLICY

Last updated: December 2025

Thank you for shopping with Palette Home!

We want you to love the pieces you bring into your home. Because many of our products are specialty or final-sale items, this policy outlines when returns can and cannot be accepted.

General Return Eligibility

For eligible items, returns may be accepted within 7 days of delivery or purchase for store credit or exchange.

To qualify, items must be:

  • Unused and in original condition

  • In original packaging (if applicable)

  • Free of wear, damage, or alterations

  • Accompanied by proof of purchase

We reserve the right to refuse returns that do not meet these standards.

Non-Returnable & Final Sale Items

The following items are final sale and not eligible for return:

  • Paint (Farrow & Ball, Fine Paints of Europe, and any mixed/tinted paint products once tinting has begun)

  • Original artwork and one-of-a-kind pieces, once charged/purchased (see “Original Artwork & Art on Approval” below)

  • Woven furniture once the order has been processed by the vendor for shipment or fulfillment

  • Custom or special-order items, when applicable, once vendor processing has begun

  • Clearance and markdown items

  • Gift cards

These products cannot be restocked or resold, and our vendors generally do not accept returns for them.

Original Artwork & Art on Approval

We understand that artwork is personal and sometimes needs to be seen in your space.

Purchasing Artwork Outright

  • When artwork is purchased outright (in store or online), the sale is final and the piece is not returnable.

Taking Artwork “On Approval”

  • For local clients, we may allow artwork to be taken “on approval” for a short period.

  • A valid credit card is required, and an authorization may be placed on the card at the time the artwork leaves the store.

  • You will not be charged if the artwork is returned in original condition within the agreed approval period (typically by the next business day; for weekend approvals, by the next business day following the weekend, as agreed with our staff).

  • If the artwork is not returned by the agreed time, the credit card on file will be charged for the full purchase price, and the artwork sale becomes final and non-returnable.

This approval process is intended to help you make a confident decision while ensuring our artists and inventory are protected.

Paint

  • Paint (including Farrow & Ball, Fine Paints of Europe, and any other tinted/mixed paint products) is final sale once tinting or mixing has begun.

  • If you need to cancel or change a paint order, please contact us as soon as possible. Cancellations are only possible before the tinting/mixing process starts.

Woven Furniture & Custom/Special Orders

  • Woven furniture, and any custom or special-order items, are final sale once the order has been processed by the vendor for production or shipment.

  • If you need to cancel shortly after placing an order, contact us right away:

    • We will make a good-faith effort to request cancellation with the vendor if processing has not yet begun.

    • If the vendor is unable to cancel, or if the item has already entered production or shipping, the order cannot be canceled and remains final sale.

    • Vendor restocking or cancellation fees may apply where applicable.

Damaged or Defective Items

If your item arrives damaged:

  1. Notify us within 48 hours of delivery.

  2. Include clear photos of:

    • The product

    • The inner packaging

    • The shipping box (all sides)

  3. Keep all packaging until the claim is resolved.

We will work with the carrier or vendor to repair, replace, or file a claim as needed.
Due to carrier requirements, we may not be able to assist with damage claims reported outside the 48-hour window.

Refunds & Store Credit

  • Approved returns may be issued as store credit unless otherwise specified in writing.

  • Refunds (when applicable) will be issued to the original payment method.

  • Refunds may take 5–10 business days to appear on your statement.

  • Shipping, delivery, freight, and installation fees are non-refundable.

Cancellations (Case-by-Case)

We understand that plans change, and we’ll always do our best to help.

  • In-stock items: We may be able to cancel an order within 24 hours if it has not shipped or been prepared for pickup.

  • Paint: Cancellation is only possible before tinting/mixing has begun.

  • Woven furniture and custom/special orders: We will attempt vendor cancellation if processing has not started, but vendor approval is required and fees may apply.

  • Artwork on approval: See “Original Artwork & Art on Approval” above; once the card is charged, the artwork sale is final.

The sooner you contact us, the more options we’ll have.

Questions or Support

For questions about returns, exchanges, or order changes, please email:
orders@palettehomedesign.com