Refund policy

Return and Refund Policy

At Palette Visuals, we want every order to feel thoughtful, personal, and carefully made. If there is an issue with your order, we are here to help.

Returns

We have a 30 day return policy. This means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be unused, unworn, in the same condition that you received it, and in its original packaging. You will also need your receipt or proof of purchase.

To start a return, please contact us at:

Email: designs@palettevisuals.co.uk
WhatsApp: +447777718319

Please include your order number, reason for return, and any supporting photos if required.

Returns must be approved before being sent back. Items returned without first contacting us will not be accepted.

Return address:

[Insert Return Address]

Personalised Items

Most Palette Visuals products are personalised or custom made. Because of this, personalised items cannot be returned or refunded unless they arrive damaged, faulty, incorrect, or not as described.

Please check all names, dates, messages, photos, font codes, and personalisation details carefully before placing your order.

Damaged, Faulty, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, faulty, or incorrect, contact us within 48 hours of delivery.

Please include:

Order number
Clear photos of the item
Clear photos of the packaging
A short description of the issue

Once reviewed, we will work to resolve the issue as quickly as possible.

Non Returnable Items

The following items cannot be returned or refunded:

Personalised or custom made items unless faulty or incorrect
Sale or discounted items
Gift cards
Digital products if applicable
Items damaged after delivery due to misuse or handling

Exchanges

We only replace items if they arrive damaged, faulty, or incorrect.

If you need help with an exchange, please contact us within 48 hours of receiving your order with your order number and clear photos.

Return Shipping

Return shipping costs are the responsibility of the customer unless the item received was damaged, faulty, or incorrect.

If your return is approved, we will provide instructions on how and where to send your item.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 5 to 10 business days.

Please note that it may take additional time for your bank or payment provider to process and show the refund in your account.

Late or Missing Refunds

If your refund has been approved but you have not received it after 15 business days, please first check with your bank or payment provider.

If the issue continues, contact us at:

Email: designs@palettevisuals.co.uk

European Union 14 Day Cooling Off Period

If your order is being shipped into the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without justification.

The item must be unused, in its original condition, and in its original packaging. Proof of purchase is required.

Please note that personalised or custom made items may be excluded from this right unless they are faulty, damaged, incorrect, or not as described.