Terms and conditions
Palma appreciates your trust and wishes you an enjoyable shopping experience.
Please review the following terms and conditions.
General Terms:
\t1.\tTo ensure your orders are delivered correctly, please make sure that all the information provided in your account (name, email, phone number, and address) is accurate. (The store is not responsible for any incorrect information provided by the customer.)
\t2.\tWe guarantee the confidentiality of your registered data.
\t3.\tAll prices displayed on the website are final and non-negotiable, except during announced promotions or discounts.
\t4.\tFull payment must be made when purchasing any product, using one of the available payment methods.
\t5.\tIn case of an issue with the final product, the item will be returned for inspection and the customer’s request will be reviewed accordingly.
\t6.\tDiscount codes and offers apply only to products that are not already on promotion.
\t7.\tWe strive to deliver your products without any errors. However, we are not responsible for any damage that occurs during shipping.
\t8.\tAll products are stored refrigerated or frozen. We are not responsible for any spoilage caused by improper storage after delivery, even in cool weather.
⸻
Return Policy:
\t1.\tReturns are accepted only if there is a defect in the product. Delays in shipment delivery or damage caused by the shipping company are not covered.
\t2.\tReturn requests must be made within 24 hours of receiving the product by contacting customer service via WhatsApp.
\t3.\tThe request must include photos clearly showing the issue, along with the order number and customer contact details.
\t4.\tProducts cannot be returned once the outer packaging has been opened. If even one carton or bag from a package is opened, the rest of the package cannot be returned. The full package must be in its original condition.
\t5.\tPalma’s customer service team reserves the right to reject a return request in case of offensive or inappropriate behavior from the customer.
\t6.\tProduct exchanges are not available.
\t7.\tDelivery fees are non-refundable. For orders with free delivery, the delivery fee will be deducted from the refunded amount.
\t8.\tReturn shipping fees are SAR 25 within Riyadh and SAR 35 outside Riyadh.
⸻
Return Conditions:
\t1.\tAll returned products must be in good condition, with original labels and packaging intact.
\t2.\tThe return must be requested within 24 hours of receiving the product.
\t3.\tThe returned goods must be shipped refrigerated.
⸻
Return Process:
\t1.\tContact Palma customer service via WhatsApp at 0509427000.
\t2.\tShip the return through SPL (Saudi Post).
\t3.\tAfter confirming that the products have arrived in good condition, the refund will be processed to your account within a maximum of 14 days.
⸻
Cancellation Policy:
\t1.\tOrders cannot be canceled due to delays unless the agreed-upon time frame has been exceeded.
\t2.\tOrders cannot be canceled after being handed over to the shipping company.
\t3.\tIf the customer refuses to receive the order from the courier, return fees will be charged.
\t4.\tIn case of order cancellation, refunds may take up to 14 business days to process.
\t5.\tIf the customer provides an incorrect address and the courier is unable to deliver, the order will be canceled, and delivery fees will be deducted — even if the order was eligible for free shipping.
\t6.\tDelivery fees are non-refundable. For free delivery orders, the delivery cost will be deducted from the total paid amount.
⸻
Thank you for reviewing our website’s policies and terms.
Palma Team