Refund policy

Return & Exchange Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Please note: We are an online-only store and do not have a physical location for returns.

All returns are for exchange or store credit only. We do not offer refunds to the original payment method.

To start a return, you must first contact us at support@palonco.com. Items sent back to us without first requesting a return will not be accepted.

Unopened Items

Your item must be in its original, sealed packaging with all tags attached and must be in resalable condition.

  • Eligible for: Exchange for a different item or store credit.

Opened Items & Sanitary Goods

For health, safety, and sanitary reasons, we cannot accept returns or exchanges on any opened, used, or intimate items.

This strict policy applies to all products where hygiene is a concern, including but not limited to:

  • Pillows & Pillow Covers

  • Bedding & Mattress Toppers

  • Weighted Blankets

  • Any other product intended for direct skin contact or personal comfort that cannot be sanitized and resold.

Please choose carefully, as we are unable to make exceptions for opened sanitary goods.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please note: This does not apply to items that have been intentionally opened or used.

Process for Exchanges & Store Credit

We will notify you once we’ve received and inspected your return, and let you know if the exchange or store credit was approved.

If approved for an exchange, we will ship the new item to you within 10 business days. If approved for store credit, a credit will be issued via email to your account.

Important Policy on Payment Disputes

Our return policy is final. Filing a chargeback with your credit card company, debit card provider, or a dispute through PayPal for issues that fall under this return policy is a direct violation of our terms. These companies cannot override our stated and agreed-upon store policy. Unauthorized disputes will be contested and may result in the permanent closure of your customer account.

Policy on Lost Returns: You are responsible for ensuring your return is delivered to us. We strongly recommend using a trackable shipping service. For packages lost in transit, we require proof of delivery to process your exchange or store credit. We will pursue all available legal remedies for any goods that are fraudulently claimed as "returned" but are not received by our facility.

European Union 14 Day Cooling Off Period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days. Please note that this right is for a return only, and per this policy, the resolution will be an exchange or store credit, not a monetary refund. Our policy on non-returnable opened and sanitary goods remains in effect.

You can always contact us with any questions at support@palonco.com.