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        Am I able to return my purchase?

        PALACE IDENTITY® guarantees return on any damaged products, unopened products, incorrect orders where you received the wrong product/never received products, or if you are unsatisfied with your purchase.

        How do I return my purchase and get a refund?

        The returned products must be met with the following conditions.We will make the return and exchange for you.

        • Damaged products/wrong items

        If you receive a damaged or defective product, you must report it within two days of delivery or receiving the order.

        Please contact our Customer Service Team at Support@palace-identity.com and provide a photo of the damaged or defective product along with a copy of the packing slip or order number.

        If the product is deemed defective, PALACE IDENTITY® will replace the product at no additional charge, you can choose to ship the products again without any extra fees or, if the above conditions are met, the corresponding payment will be refunded or exchanged with gift cards.

        • Unopened package products

        If after receiving your purchase you'd like to return it, you can apply within 7 days from the date of receiving your product, but the following conditions must be met:

        1) The original packaging of the returned product has not been opened or damaged

        2) The product must be in the same condition as when it was when received.

        If you have any questions, please feel free to contact our Customer Service Team at support@palace-identity.com. They would be happy to help you in any way possible and to answer your questions.

        Note:

        The returned shipping address will be provided after your returned request was approved by our customer service.

        The customer is responsible for the shipping fee & handling charges 30% of the order amounts).The shipping fee will not be refunded.The handling charges 10% will be refunded when the returned products was back to our warehouse as unopened package.

        Please make sure to record your tracking number because we cannot issue a refund until our office confirms receipt of the returned merchandise.

        Please do not mail any packages C.O.D., as they will not be accepted.

        • Never received products

        If you haven't received the products during the estimated shipping time,please track and confirm the status of your package on https://www.17track.net/en ,if the status of tracking information is abnormal,please contact us for knowing more.

        We will ensure you get your items again or refunds while you couldn't get the item.
        We will ship again or refund when we make sure that the package is not delivered.

        However,sometimes tracking information can be incorrect,and packages are marked as delivered before they actually arrive,our package will most likely be delivered within a few days, but you could check with your neighbors or post office for more information in the meantime!

        How long does it take for my customer to get refunded?

        All returns will be credited to the original payments methods.Returns will be processed within 1-2 weeks of our office receiving your item.
        Approximately 5–10 business days. Processing time can vary between banks.