At Palmal Paletes, we are committed to providing our customers with quality pallets and reliable service. We understand that there may be occasions when an order needs to be returned or a problem needs to be resolved. This policy explains how returns, replacements, and refunds are handled.
1. Inspect Your Order on Delivery
Customers should inspect their pallets as soon as possible after delivery.
If you believe that your order has arrived damaged, incorrect, or does not match the agreed specification, please contact Palmal Paletes as soon as possible and provide details of the issue.
Where possible, please provide photographs of the pallets and the delivery so that we can assess the problem quickly.
2. Damaged or Incorrect Pallets
If pallets arrive damaged or you receive pallets that are incorrect or materially different from the agreed order, please contact us promptly.
After reviewing the issue, Palmal Paletes may, where appropriate:
- Arrange a replacement;
- Arrange collection of the affected pallets;
- Offer a partial refund;
- Provide a full refund for the affected goods; or
- Agree another suitable solution with the customer.
Any solution will depend on the circumstances of the order and the nature of the problem.
3. Returns
Returns must be agreed with Palmal Paletes before the goods are returned.
Customers should not arrange to return pallets without first contacting us and receiving confirmation.
Returned pallets should, where reasonably possible, be in the condition in which they were supplied and should not have been damaged, modified, used incorrectly, or altered after delivery.
Return arrangements may vary depending on the type, quantity, and condition of the pallets.
4. Custom or Special-Order Pallets
Pallets manufactured or supplied specifically to a customer’s requested dimensions, specifications, or requirements may not be eligible for return simply because the customer has changed their mind.
If there is a problem with a custom order, please contact us so that we can review the situation and determine the appropriate solution.
5. Used or Recycled Pallets
Used and recycled pallets may naturally show signs of previous use, including marks, colour variations, minor cosmetic damage, or differences in appearance.
These characteristics do not necessarily mean that the pallets are defective.
Where used or recycled pallets are supplied according to an agreed grade or specification, any return or refund request will be assessed against that agreed specification.
6. Refunds
Where a refund has been agreed, Palmal Paletes will confirm the refund amount and the applicable payment method.
Refunds will normally be processed using the original payment method where possible.
The time required for the refund to appear in a customer’s account may depend on the customer’s bank or payment provider.
7. Delivery Charges
Delivery charges may be non-refundable where an order is returned because of a customer-requested cancellation, change of mind, incorrect delivery information, or another circumstance outside the responsibility of Palmal Paletes.
Where an order is confirmed to have been delivered incorrectly or damaged due to an issue for which Palmal Paletes is responsible, the appropriate delivery or collection costs will be considered as part of the resolution.
8. Order Cancellations
If you need to cancel an order, please contact Palmal Paletes as soon as possible.
Cancellation may not be possible once an order has entered production, preparation, loading, or delivery, particularly where pallets have been manufactured or prepared specifically for the customer.
We will always try to work with the customer to find a reasonable solution.
9. How to Request a Return or Refund
To request a return, replacement, or refund, please contact us with:
- Customer name
- Company name, if applicable
- Order or invoice number
- Date of purchase
- Pallet type and quantity
- Description of the issue
- Photographs, where applicable
- Delivery details
Our team will review the request and contact you regarding the next steps.
10. Contact Us
If you have any questions about our Return & Refund Policy or an order you have received, please contact Palmal Paletes.
Palmal Paletes
Address: Estrada N1-12, Nº 26 PFWR+C3, Salreu Portugal
Email: info@paletespalmal.com
whatsapp: +351 934 370 055
Our Commitment
At Palmal Paletes, we aim to resolve customer concerns fairly, professionally, and as efficiently as possible. Our priority is to provide quality pallet solutions and maintain long-term relationships with our customers.
Quality Pallets. Reliable Service. Trusted Supply.