Returns Policy

We want you to feel confident shopping with Paloma. If you need to return an order, we are here to help.

30-day returns for unused products

If you change your mind, you can return unused products within 30 days of purchase. Items must be in the same condition as received and in their original packaging. This voluntary offer is in addition to your statutory rights.

We cover return postage

Return postage is covered by Paloma, regardless of your payment method. Please contact us before posting your return so we can arrange the return method and provide the correct address. Do not send products to the manufacturer.

How to arrange a return

1. Email info@palomauk.com or use our contact form. Include your order number or other proof of purchase and the items you wish to return.
2. We will provide return instructions and explain how your return postage will be covered.
3. Pack the products securely and keep your proof of postage.

Your right to cancel an online order

You can tell us that you wish to cancel within 14 days of receiving your order, without giving a reason. You then have a further 14 days to return the goods. You may inspect the products as you would in a shop. We may reduce a refund to reflect loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. The unused-product conditions of our voluntary 30-day offer do not restrict this statutory right.

Faulty, damaged or incorrect products

If a product arrives faulty, damaged or not as described, please contact us so we can resolve the problem. Photos can help us understand the issue, but are not a condition of exercising your statutory rights. We cover the necessary return postage. Your rights to a refund, repair or replacement under applicable consumer law are not limited by our 30-day voluntary offer.

Refunds

Refunds are made to your original payment method. For online cancellations, we will refund you within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. When you cancel your entire order, we also refund any standard outbound delivery charge you paid. Any extra cost for an upgraded delivery service is not included in that delivery refund.

Discounted products have the same statutory rights as full-priced products. Your bank or payment provider may take additional time to display the refund.

Nothing in this policy affects your statutory rights.