Refund policy

PALESTE — RETURN & REFUND POLICY

Last Updated: February 24, 2026

Website: https://paleste.store

1. OVERVIEW

Thank you for shopping at Paleste, accessible at paleste.store. We want you to be completely satisfied with your purchase. If for any reason you are not entirely happy with your order, we are here to help.

This Return & Refund Policy outlines the terms and conditions under which you may return products purchased from our online store and receive a refund or exchange. By placing an order through our website, you acknowledge that you have read, understood, and agree to the terms of this Policy.

This Policy should be read in conjunction with our Terms of Service and Privacy Policy, which are also available on our website.

2. RETURN ELIGIBILITY

2.1 Return Window

We offer a thirty (30) calendar day return window from the date of delivery. To be eligible for a return, you must initiate your return request within thirty (30) days of receiving your item(s). The date of delivery is determined by the carrier's delivery confirmation or tracking information.

If thirty (30) calendar days have elapsed since delivery, we are unfortunately unable to offer you a return, refund, or exchange.

2.2 Eligibility Conditions

To qualify for a return and refund, the following conditions must be met:

  • Proof of Purchase: You must provide a valid order number, order confirmation email, or other verifiable proof of purchase from paleste.store.
  • Item Condition: The item(s) must be returned in their original, unused, and undamaged condition. Items must be free from signs of use, wear, physical damage (beyond what may have occurred during the original shipment), or modification.
  • Original Packaging: The item(s) must be returned with all original packaging, accessories, manuals, cables, components, and documentation included with the original shipment. This includes, but is not limited to, charging cables, adapters, user guides, and retail boxes.
  • Return Authorization: All returns must be pre-authorized by our customer support team. Do not ship items back to us without first obtaining a Return Merchandise Authorization (RMA) number. Unauthorized returns may be refused and returned to the sender at the sender's expense.

2.3 Non-Returnable Items

The following items are not eligible for return or refund:

  • Items returned after the thirty (30) day return window has expired.
  • Items that show signs of use, misuse, abuse, physical damage (not caused during original shipment), alteration, or tampering.
  • Items returned without original packaging, accessories, or components.
  • Items with broken, tampered, or missing security seals or serial numbers (if applicable).
  • Items damaged due to acts of God, power surges, improper use, negligence, or failure to follow product instructions.
  • Gift cards or store credit (if offered).
  • Items marked as "Final Sale," "Non-Returnable," or "Clearance" at the time of purchase.
  • Free promotional items, gifts with purchase, or bundled giveaway items.
  • Items not purchased directly from paleste.store (e.g., items purchased from unauthorized resellers, marketplaces, or other third-party retailers).

3. FREE RETURNS

3.1 Return Shipping — United States

We offer free return shipping on all eligible returns for orders shipped to addresses within the continental United States (the 48 contiguous states and Washington, D.C.).

Upon approval of your return request, we will provide you with one of the following:

  • A prepaid return shipping label sent to your email address; or
  • A return shipping reimbursement for the actual cost of return postage, up to the standard ground shipping rate, upon receipt and inspection of the returned item.

You are responsible for properly packaging the item(s) to prevent damage during return transit. We are not responsible for items lost, stolen, or damaged during the return shipment if you choose to use your own shipping method rather than our provided prepaid label.

3.2 Return Shipping — Alaska, Hawaii & U.S. Territories

For orders shipped to Alaska, Hawaii, Puerto Rico, Guam, the U.S. Virgin Islands, and other U.S. territories, return shipping costs may be partially or fully covered at our discretion. Please contact our customer support team for specific return shipping arrangements.

3.3 Return Shipping — International Orders

If applicable, international return shipping costs are the responsibility of the customer unless the return is due to our error (e.g., wrong item shipped, defective product). International returns may also be subject to customs duties, taxes, and fees imposed by your country, for which Paleste is not responsible.

3.4 Return Shipping Address

All returns must be shipped to the address specified in your Return Merchandise Authorization (RMA) communication. Do not send returns to any address other than the one provided by our customer support team. The return address may differ from our corporate mailing address.

4. HOW TO INITIATE A RETURN

To initiate a return, please follow these steps:

Step 1 — Contact Us
Reach out to our customer support team through one of the following channels:

Please include the following information in your request:

  • Your full name
  • Order number (e.g., #PST-XXXXX)
  • Email address associated with the order
  • Product(s) you wish to return
  • Reason for the return
  • Photographs of the item(s) and packaging (if applicable, especially for damaged or defective items)

Step 2 — Receive Your RMA
Our customer support team will review your request within one to two (1–2) business days and, if approved, issue a Return Merchandise Authorization (RMA) number along with return instructions and, where applicable, a prepaid return shipping label.

Step 3 — Package Your Return
Securely pack the item(s) in the original packaging (if available) or suitable protective packaging to prevent damage during transit. Include your RMA number clearly written on or inside the package. Do not write directly on the product packaging or retail box.

Step 4 — Ship the Return
Ship the package to the return address provided in your RMA communication using the prepaid label (if provided) or a trackable shipping method. We strongly recommend using a trackable shipping service and purchasing shipping insurance for your return. Paleste is not responsible for returned items that are lost, stolen, or damaged in transit.

Step 5 — Confirmation & Processing
Once we receive and inspect your returned item(s), we will send you an email notification confirming receipt. We will then process your refund or exchange in accordance with the terms of this Policy.

5. REFUND PROCESS

5.1 Inspection Period

All returned items are subject to inspection upon receipt. We will inspect your returned item(s) within five (5) business days of receiving them at our designated return facility. We reserve the right to reject any return that does not meet the eligibility conditions outlined in Section 2 of this Policy.

5.2 Approved Refunds

If your return is approved following inspection, your refund will be processed as follows:

  • Refund Amount: You will receive a refund of the full purchase price of the returned item(s), including any applicable sales tax collected on the returned item(s).
  • Original Shipping Costs: If you paid for shipping on your original order, the original outbound shipping cost is non-refundable, except in cases where the return is due to our error (e.g., wrong item shipped, defective product, or item not as described). In such cases, original shipping costs will also be refunded.
  • Refund Method: Refunds will be issued to the original payment method used at the time of purchase:
    • Shopify Payments (credit/debit card): Refund will be credited back to the original credit or debit card.
    • PayPal: Refund will be credited back to your PayPal account.
    • HitPay: Refund will be credited back through the original HitPay payment method used.
  • Partial Refunds: In certain circumstances, we may issue a partial refund (e.g., if the item is returned with missing accessories, shows minor signs of use, or is not in its original condition but is still eligible for return at our discretion).

5.3 Refund Processing Times

After your return is approved, please allow the following timeframes for your refund to be processed and reflected in your account:

Payment Method Processing Time Bank/Provider Posting Time
Shopify Payments (Credit/Debit Card) 1–3 business days to process 5–10 business days after processing (varies by financial institution)
PayPal 1–3 business days to process Immediately to 5 business days after processing
HitPay 1–3 business days to process 5–10 business days after processing (varies by payment method and financial institution)

Total estimated time from return receipt to refund appearing in your account: 5–15 business days.

Please note that refund processing times are estimates and may vary depending on your financial institution, card issuer, or payment provider. Paleste has no control over the time it takes for your bank or payment provider to post the refund to your account. If you have not received your refund within the estimated timeframe, please:

  1. Check your bank or credit card statement again.
  2. Contact your credit card company or bank, as it may take additional time for the refund to be officially posted.
  3. Contact PayPal or your HitPay payment provider directly.
  4. If you have done all of the above and still have not received your refund, please contact us at contact.paleste@gmail.com.

5.4 Denied Refunds

If your return is denied (e.g., the item does not meet the eligibility criteria), we will notify you via email with an explanation. In such cases, you may:

  • Request that the item be shipped back to you at your expense; or
  • Authorize us to dispose of the item.

If you do not respond within fourteen (14) calendar days of our denial notification, we reserve the right to dispose of the item without further liability to you.

6. EXCHANGES

6.1 Exchange Process

We offer exchanges for items of equal value subject to product availability. If you wish to exchange your item for a different variant (e.g., a different color or model, if available), please indicate your exchange preference when initiating your return request.

6.2 Exchange Availability

Exchanges are subject to product availability at the time your return is received and processed. If the requested exchange item is out of stock, we will notify you and offer the following alternatives:

  • A full refund to your original payment method.
  • Store credit for the equivalent value (if available and accepted by you).
  • An alternative product of equal or lesser value (with any price difference refunded).

6.3 Exchange Shipping

Exchange items will be shipped to you free of charge within the continental United States via standard shipping. Expedited shipping on exchange orders is available at your expense upon request.

7. DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

7.1 Damaged During Shipment

If your item(s) arrive damaged during shipment, please contact us within forty-eight (48) hours of delivery with:

  • Your order number.
  • Clear photographs of the damaged item(s) and packaging (including the shipping box/envelope).
  • A description of the damage.

We will, at our sole discretion, offer one or more of the following resolutions:

  • A full refund (including original shipping charges, if applicable).
  • A free replacement shipped to you at no additional charge.
  • A partial refund if you choose to keep the item despite minor cosmetic damage.

Failure to report shipping damage within forty-eight (48) hours of delivery may limit our ability to file a claim with the shipping carrier and may affect your eligibility for a replacement or refund.

7.2 Defective Products

If your product is defective or malfunctions under normal use within the thirty (30) day return window, please contact us with:

  • Your order number.
  • A detailed description of the defect or malfunction.
  • Photographs or video demonstrating the issue.

Upon verification of the defect, we will offer one of the following resolutions at our discretion:

  • A full refund (including original shipping charges).
  • A free replacement unit.
  • A troubleshooting solution (e.g., instructions, tips) where the issue may be resolved without a return.

In many cases involving defective products, we may not require you to return the item. Our customer support team will advise you on a case-by-case basis.

7.3 Wrong Item Received

If you receive an item that is different from what you ordered, please contact us within forty-eight (48) hours of delivery with:

  • Your order number.
  • A photograph of the item received (showing any labels, model numbers, or identifying features).
  • A description of the item you were expecting.

We will ship the correct item to you free of charge and provide a prepaid return shipping label for the incorrect item (if we require its return). If the correct item is out of stock, we will offer a full refund.

8. LATE OR MISSING REFUNDS

If you have been approved for a refund and have not received it within the timeframes outlined in Section 5.3, please take the following steps:

  1. Check your bank account or credit card statement. Refunds may take time to be posted.
  2. Contact your credit card company or bank. There is often a processing period before a refund is officially posted.
  3. Contact PayPal or your HitPay payment provider if you paid via those methods.
  4. Contact us at contact.paleste@gmail.com if you have completed the above steps and still have not received your refund. Please include your order number and any relevant transaction details.

9. ORDER CANCELLATIONS

9.1 Cancellation Before Shipment

If you wish to cancel your order, please contact us as soon as possible at contact.paleste@gmail.com. If your order has not yet been shipped or entered the fulfillment process, we will cancel the order and issue a full refund to your original payment method within one to three (1–3) business days.

9.2 Cancellation After Shipment

If your order has already been shipped, it cannot be cancelled. You will need to wait for delivery and then initiate a return in accordance with this Policy. Alternatively, you may refuse delivery of the package, and upon its return to us, we will process your refund in accordance with this Policy (less any applicable return shipping costs that may apply if the product is not being returned due to our error).

9.3 Processing Orders

Please note that orders are processed quickly, and once an order enters our fulfillment pipeline, cancellation may not be possible even if the order has not yet physically shipped. We will make reasonable efforts to accommodate cancellation requests but cannot guarantee cancellation once an order has been submitted for processing.

10. STORE CREDIT (IF APPLICABLE)

At our sole discretion, we may offer store credit as an alternative to a monetary refund. Store credit, if issued:

  • Will be delivered via email in the form of a unique discount code or gift card.
  • Is valid for use on paleste.store only.
  • Does not expire (unless otherwise stated at the time of issuance or required by applicable law).
  • Is non-transferable and has no cash value.
  • Cannot be redeemed for cash, check, or credit.
  • Must be used in a single transaction (unless partial redemption is supported by our platform).

Store credit will only be issued with your consent and will not be imposed as a substitute for a monetary refund where a monetary refund is required by law or under this Policy.

11. PROMOTIONAL & DISCOUNTED ITEMS

11.1 Items Purchased with a Discount Code or Promotion

If you purchased an item using a discount code, promotional offer, or coupon, your refund will be calculated based on the actual amount paid after the discount was applied, not the original retail price.

11.2 Free Gifts & Promotional Bundles

If your order included a free gift, promotional item, or was part of a bundle promotion:

  • The free gift or promotional item must be returned along with the purchased item(s) to receive a full refund.
  • If the free gift or promotional item is not returned, we reserve the right to deduct the retail value of the unreturned item(s) from your refund.
  • If you return only one item from a bundle, we reserve the right to adjust your refund to reflect the individual item price rather than the bundle discount price.

11.3 Final Sale Items

Items explicitly marked as "Final Sale" at the time of purchase are non-returnable and non-refundable. This designation will be clearly indicated on the product page prior to purchase.

12. CHARGEBACKS & PAYMENT DISPUTES

We strongly encourage customers to contact us directly at contact.paleste@gmail.com to resolve any issues before initiating a chargeback or payment dispute with your bank, credit card company, PayPal, or HitPay.

Filing a chargeback or dispute without first attempting to resolve the issue with Paleste:

  • May result in delays in resolving your issue.
  • May result in the suspension of your account and cancellation of any pending or future orders.
  • May result in your being prohibited from making future purchases on paleste.store.

We reserve the right to dispute any chargeback that we believe to be fraudulent or filed without a good-faith effort to resolve the matter with us directly. We will provide all relevant evidence (including proof of delivery, tracking information, correspondence, and policy documentation) to the payment processor and/or issuing bank.

If a chargeback is resolved in our favor after a refund has already been issued, we reserve the right to recover the duplicate payment.

13. FRAUD PREVENTION

We reserve the right to refuse, deny, or limit any return, refund, or exchange if we reasonably suspect fraudulent activity, abuse of our return policy, or bad faith. Indicators of potential abuse include, but are not limited to:

  • Excessive or serial returns inconsistent with normal consumer behavior.
  • Returns of items that have been used, swapped, or materially altered.
  • Returns of items not originally purchased from paleste.store.
  • Providing false, misleading, or inconsistent information in connection with a return request.
  • Patterns of filing chargebacks or payment disputes without first contacting us.

We may, at our sole discretion, suspend or terminate the account of any customer engaged in fraudulent or abusive return behavior and reserve the right to take appropriate legal action.

14. LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law:

  • Our total liability to you for any claim arising out of or relating to this Return & Refund Policy, your return, or your refund shall not exceed the total amount you paid for the item(s) at issue.
  • Paleste shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or relating to your return, refund, exchange, or any delay or failure in processing the same.
  • We shall not be liable for delays or failures in processing returns or refunds caused by circumstances beyond our reasonable control, including but not limited to shipping carrier delays, acts of God, natural disasters, pandemics, government actions, labor disputes, or third-party service provider outages.

15. MODIFICATION OF THIS POLICY

We reserve the right to update, modify, or replace this Return & Refund Policy at any time, at our sole discretion, without prior notice. Changes will be effective immediately upon posting of the revised Policy on our website. The "Last Updated" date at the top of this page indicates when the Policy was last revised.

It is your responsibility to review this Policy periodically. Your placement of an order after any changes to this Policy constitutes your acceptance of such changes. The version of this Policy in effect at the time of your purchase will govern the return and refund of that particular order.

16. SEVERABILITY

If any provision of this Return & Refund Policy is found to be unenforceable or invalid by a court of competent jurisdiction, that provision shall be limited or eliminated to the minimum extent necessary so that this Policy shall otherwise remain in full force and effect and enforceable.

17. GOVERNING LAW

This Return & Refund Policy shall be governed by and construed in accordance with the laws of the State of Texas, United States of America, without regard to its conflict of law provisions, except where preempted by federal law.

18. CONTACT US

If you have any questions about this Return & Refund Policy, need assistance with a return, or wish to initiate a return request, please contact us:

Paleste
Attn: Customer Support / Returns Department

Email: contact.paleste@gmail.com
Website: https://paleste.store
Contact Page: https://paleste.store/pages/contact

Customer Support Hours: Monday – Friday, 9:00 AM – 6:00 PM CST (excluding federal holidays)

We aim to respond to all inquiries within one to two (1–2) business days.