Refund policy
Refund & Return Policy — Palm Row
Last updated: October 27, 2026
This policy applies to orders placed from October 27, 2026. Orders placed before this date are governed by the policy in force on the date of purchase. Nothing in this policy limits your statutory rights as a consumer.
1. Your 14-day right to return
All customers, in every country, may cancel their order or return items within 14 days of delivery, without giving a reason. For customers in the European Union, this right is provided in accordance with the Consumer Rights Directive (2011/83/EU).
To use this right, email contact@palmrow.boutique within 14 days of delivery with your order number, full name, the item(s) you wish to return and, optionally, the reason. We will reply with the return address and instructions. You must then ship the items back within 14 days of notifying us.
Returns sent without prior contact may not be identified and can be delayed.
2. Condition of returned items
Items must be returned unworn, unwashed and unaltered, with all original tags, labels and packaging. You may handle an item only as you would in a shop, to check its size, nature and characteristics.
Every return is inspected on arrival. If an item shows signs of wear, washing, odour, damage or missing tags, we may reduce the refund to reflect the loss in value, as permitted by law, or return the item to you at your expense.
3. Items that cannot be returned
For hygiene reasons, underwear, swimwear and personal care items cannot be returned once their protective seal or packaging has been opened. Gift cards cannot be returned.
4. Promotional and bundle offers
Items bought on sale or with a discount can be returned under your 14-day right, and you will be refunded the price you actually paid.
Bundle offers (such as Buy 1, Get 1 Free or sets sold as one product) are priced as a single offer. To receive a full refund, all items in the bundle must be returned together. If only part of a bundle is returned, the refund will reflect the bundle price minus the regular price of the items you keep. Free gifts included with an order must be returned if the order is returned in full.
5. Return shipping costs
Unless the return is due to our error (wrong, defective or damaged item), the cost of returning items is paid by the customer. We do not provide prepaid return labels. We recommend a tracked shipping method, as we cannot be responsible for returns lost in transit.
6. Refunds
Approved refunds are issued to the original payment method within 5–10 business days after we receive and inspect the returned items, and in any case no later than 14 days after we receive them. We may withhold the refund until we have received the items back or you have provided proof that you have sent them.
When a complete order is returned, we refund the standard delivery cost you paid. Any extra cost for a faster shipping option (such as Priority shipping) is not refunded. When only part of an order is returned, delivery costs are not refunded.
7. Exchanges
We offer one (1) size or colour exchange per order, subject to stock availability, requested within 14 days of delivery. The customer pays the cost of sending the item back and the cost of reshipping the replacement, unless the exchange is due to our error. Please check our size guides before ordering.
8. Wrong, damaged or defective items
If your order arrives wrong, damaged or defective, please contact us at contact@palmrow.boutique with your order number and clear photos. We ask that you report it within 7 days of delivery so we can resolve it quickly with the carrier. Once verified, we will send a replacement or issue a full refund, and we cover the return shipping. This does not affect your statutory rights regarding faulty goods.
9. Order cancellations
Orders can be cancelled within 2 hours of placement by emailing us. After that, the order may already be in processing; you can still use your 14-day return right once it is delivered.
10. Disputes and chargebacks
If there is any problem with your order, please contact us first. We reply within 24–48 business hours and resolve most cases quickly. Opening a chargeback or payment dispute without contacting us may delay the resolution, as the funds are frozen while the bank reviews the case. We will provide our order, tracking and communication records to the payment provider in any dispute.
We may refuse returns or refunds in cases of fraud, abuse of this policy or items that do not belong to the original order.
11. Contact
Email: contact@palmrow.boutique
Customer service: Monday to Friday, 9 a.m. to 5 p.m. (Lisbon time). We reply within 24–48 business hours.
Palm Row
Timeless style. Clear rules. Built on trust.