Refund policy

Return and Refund Policy

This policy applies to purchases made through Palmvex.

Palmvex is operated by XIAMEN SIMING DISTRICT WANWUYINLI CULTURE MEDIA STUDIO.

For any return, refund, or order support question, please contact us at palmvexflow@gmail.com.

Returns

We have a 14-day return policy. This means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be unused, undamaged, unmodified, and in its original packaging. You will also need the receipt or proof of purchase.

“Unused” means the item has not been played with, installed, modified, scratched, damaged, stained, visibly worn, or handled beyond what is necessary to inspect the item.

Grip tape or similar consumable accessories cannot be returned if they have been unrolled, cut, installed, or if the adhesive backing has been removed.

To start a return, please contact us at palmvexflow@gmail.com before sending anything back. If your return request is approved, we will provide return instructions and the return address by email.

Items sent back to us without first requesting a return may not be accepted.

Return Shipping

For returns that are not caused by damage, defect, or an incorrect item, the customer is responsible for the cost of return shipping.

Please use a trackable shipping method when returning an item. We are not responsible for return packages that are lost, damaged, or delayed in transit.

Original shipping costs are non-refundable except where required by applicable law. Shipping-related costs will be handled according to applicable law.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If your item arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery at palmvexflow@gmail.com.

Please include your order number and clear photos or video showing the issue.

Once the issue is confirmed, we will send a replacement at no additional cost. In most cases, you do not need to return the original item.

This policy applies to issues present upon arrival. It does not cover normal wear and tear, misuse, modification, accidental damage after delivery, or damage caused by improper handling or storage.

Issues reported more than 7 days after delivery will be reviewed case by case and may not qualify for a free replacement.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days after receiving it, for any reason and without giving a justification.

As above, the item must be unused, undamaged, unmodified, and in its original packaging. You will also need the receipt or proof of purchase.

For EU cooling-off returns, customers are responsible for the cost of return shipping unless the item arrived damaged, defective, or incorrect.

If an item has been handled beyond what is necessary to inspect it and its value has been reduced, we may deduct the loss in value from the refund where permitted by applicable law.

Exchanges

We do not offer direct exchanges.

If you would like a different item, color, or variant, please return the item you have first. Once the return is accepted and refunded, you can place a new order.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible at palmvexflow@gmail.com.

Once an order has been dispatched, it can no longer be cancelled. After dispatch, it must be handled as a return request.

Import Duties, Taxes, and Customs Fees

Import duties, taxes, customs fees, brokerage fees, or handling fees are the customer’s responsibility and are not refundable by Palmvex, unless required by applicable law.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.

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

Please note that it may take additional time for your bank, credit card company, or payment provider to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at palmvexflow@gmail.com.