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Your satisfaction is at the heart of the Palme ritual. If something isn't right, we're here to help.
Incorrect or Incomplete Address
Please double-check your delivery address at checkout. If your address is incorrect or incomplete, contact us within 1 hour of placing your order at support@palmecare.com so we can update it quickly before dispatch. Once an order has been shipped, we can no longer change the address, and Palme is not responsible for parcels delayed or lost due to an incorrect or incomplete address provided at checkout.
Cancelling Your Order
You can cancel your order any time before it has been dispatched — simply write to us at support@palmecare.com with your order number, and we'll cancel it and refund you 100% to the original payment method used at purchase. Because our fulfillment is automated, once an order has been dispatched it can no longer be cancelled; you can then return it once it arrives, in line with this policy.
30-Day Satisfaction Return
Try your Palme wax heater, and if you're not completely satisfied, you can return it within 30 days of delivery. To be eligible, the device must be returned in good condition, complete, and with all original components and packaging. Change-of-mind returns are subject to the return conditions below (return shipping, non-refundable delivery charges, and a restocking fee). To start a return, contact support@palmecare.com.
Return Conditions & Fees (change-of-mind returns)
For any return that is not due to a fault or error on our side:
Your refund will therefore be the product price, minus the 100 AED restocking fee, with original shipping charges not included.
1-Year Warranty (Wax Heater) — electrical faults only
Your Palme wax heater is covered by a 1-year warranty from the date of delivery against electrical and technical malfunctions and manufacturing defects only. If the device fails under normal, intended use within this period, we will repair or replace it free of charge.
The warranty does not cover damage caused by the customer, including: drops, impacts, or breakage; misuse or use outside the instructions; liquid damage or immersion in water; opening, modifying or tampering with the device; connecting it to an incompatible power supply; and normal wear and tear. In short: if the device is broken or damaged through handling or an accident, it is not covered — the warranty applies only when the machine has a genuine electrical/technical fault.
Hygiene & Consumable Items
For health and hygiene reasons, consumable and single-use items cannot be returned or refunded once opened or used — this includes wax beans, the after-wax spray/lotion, spatulas, and the nose & ear kit. These items are only eligible for return if they are unopened, unused, and in their original sealed packaging. This does not affect your rights in the case of a faulty or defective product.
Faulty, Defective or Incorrect Items
If your item arrives faulty, defective, or is not what you ordered, this is on us: contact support@palmecare.com within a reasonable time and we will cover the return shipping and issue a full refund or replacement — with no restocking fee and shipping charges refunded where applicable.
How to Return
Email support@palmecare.com with your order number and the reason for your return. We'll send you the return instructions and address before you ship anything back.
Refunds
All refunds are issued to the original payment method used at purchase. Once we receive and inspect your return (or confirm your cancellation), we'll approve and process your refund, less any applicable fees described above. You'll typically receive the funds in under 15 days. Please note that the final crediting time is managed by your bank or payment provider, not by Palme — this part of the timeframe is outside our control.
Cash on Delivery (COD) Deposit
In selected countries where Cash on Delivery is available, a non-refundable deposit may be required before your order is shipped. If the order is cancelled after the deposit is paid, the deposit is non-refundable. However, the full deposit amount will be deducted from your total order value upon successful delivery — meaning you only pay the remaining balance when you receive your order.
Contact
For any returns, refunds, or warranty questions, reach us at support@palmecare.com. We'll respond within 2 business days.
