Refund policy
Return & Refund Policy
At Paloma Design House, each piece is carefully created with attention to detail and, in many cases, specifically made or personalized for your order. Because of the custom and made-to-order nature of our products, please review the following policy carefully before placing your order.
CUSTOM & MADE-TO-ORDER PRODUCTS
All personalized, customized, and made-to-order products are considered final sale and are not eligible for returns, exchanges, or refunds due to a change of mind.
This includes, but is not limited to, custom backdrops, cutouts, signs, decorative panels, centerpieces, cake toppers, personalized event décor, custom-sized pieces, and products manufactured in colors, designs, names, wording, sizes, or specifications selected or approved by the customer.
DESIGN APPROVALS & CUSTOMER-PROVIDED INFORMATION
When a proof, mockup, design, spelling, color selection, size, personalization, or other order detail is submitted to the customer for approval, it is the customer's responsibility to carefully review all information before approving production.
Once a design or order detail has been approved and production has begun, changes may not be possible.
Paloma Design House is not responsible for errors in names, dates, wording, dimensions, colors, or other personalization details that were provided or approved by the customer.
Colors may appear slightly different depending on screen settings, lighting conditions, printing processes, and the characteristics of the material used.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
We carefully inspect our products before shipment. However, if your order arrives damaged, defective, or materially different from what you ordered due to an error on our part, please contact us within 48 hours of confirmed delivery.
Please include:
• Your order number
• A description of the issue
• Clear photographs of the affected product
• Photographs of the shipping box and packaging if the item arrived damaged
• Photographs of the shipping label when applicable
Please keep the product and all original packaging until the claim has been reviewed.
After reviewing the information provided, we will determine the appropriate resolution based on the circumstances. This may include a replacement, repair or correction, replacement component, or refund when appropriate.
Please do not discard damaged merchandise or packaging before receiving instructions from us, as the shipping carrier may require them for a claim.
SHIPPING DAMAGE
Paloma Design House packages orders carefully to help protect them during transportation. Occasionally, damage may occur while a package is in the possession of the shipping carrier.
Shipping damage must be reported within 48 hours of confirmed delivery with the photographs and information described above so that we can evaluate the issue and, when applicable, submit a carrier claim.
HANDCRAFTED & CUSTOM PRODUCT VARIATIONS
Many of our products involve handcrafted fabrication, printing, laser cutting, assembly, or finishing processes. Minor variations in color, texture, placement, finish, cut edges, or other characteristics may naturally occur and do not necessarily constitute a defect.
Such minor variations are part of the nature of custom and handcrafted production.
SIZE & PRODUCT SELECTION
Customers are responsible for reviewing product dimensions, materials, quantities, stand options, and other specifications before completing their purchase.
We are unable to offer a refund or exchange when the correct product was produced according to the size, material, design, or specifications selected or approved by the customer.
CANCELLATIONS
If you need to request a cancellation, please contact us as soon as possible after placing your order.
Because many products enter the design and production process shortly after an order is received, cancellation requests are not guaranteed.
Orders that have already entered design, personalization, fabrication, printing, cutting, or production may not be eligible for cancellation or a full refund.
If work has already been completed or materials have been purchased specifically for the order, any eligible refund may be reduced to account for work performed, design services, materials, or other non-recoverable costs.
Orders that have already shipped cannot be canceled.
NON-RETURNABLE ITEMS
Personalized, customized, made-to-order, final-sale, and specially manufactured products cannot be returned unless they arrive damaged, defective, or materially incorrect due to an error on our part.
UNAUTHORIZED RETURNS
Please contact us before returning any product. Items returned without prior authorization may not be accepted or eligible for a refund.
If a return is authorized, we will provide instructions regarding the appropriate next steps.
REFUNDS
When a refund is approved, it will be issued to the original payment method. Processing times after a refund is issued may vary depending on the customer's bank or payment provider.
Original shipping charges and other non-refundable charges are not refundable unless the refund results from an error attributable to Paloma Design House or as otherwise required by applicable law.
CONTACT US
If you experience a problem with your order, please contact us promptly. We want every order to reflect the quality and care that goes into our work and will review legitimate concerns individually to determine the appropriate solution.
Nothing in this policy limits any rights or remedies that cannot legally be waived under applicable law.
Paloma Design House
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