Last updated: November 8, 2026
We want you to enjoy your Palwink order. This policy explains how to contact us if an item arrives damaged, defective, incorrect, or does not match your order.
Report an issue
Please contact us as soon as possible after delivery and include your order number, a short description of the issue, and clear photos when relevant. This helps us review the order and offer the appropriate next step.
Eligibility
We review requests for damaged, defective, misprinted, or incorrect items. Because many items are made to order, returns for change of mind, preferred color, or incorrect size selection may not be eligible. This does not limit any rights that cannot be excluded under applicable law.
Resolution options
After review, we may offer a replacement, a refund to the original payment method, or another reasonable resolution. The option depends on the item, the nature of the issue, and available evidence. We will explain the proposed resolution before it is processed.
Return instructions
Please do not send an item back before receiving instructions from our support team. If a return is needed, we will provide the correct return steps. An unauthorized return may delay review or be unable to be matched to an order.
Refund timing
When a refund is approved, we issue it to the original payment method. Financial institutions and payment providers may require additional time to post the credit to your account.
Need help?
Start with our Contact Us page and include your order number. For shipping or carrier questions, see the Shipping Policy.