Refund policy
Refunds and Returns
Customer satisfaction is our top priority and we want you to be completely satisfied with your purchase. We have set specific guidelines to ensure a quick and hassle-free return and exchange process. We have a fully staffed team of experts who can walk you step by step through this process.
PLEASE INSPECT YOUR ORDER IMMEDIATELY UPON ARRIVAL. DO NOT DISPOSE OF THE BOX OR ANY PACKAGING MATERIALS UNTIL YOU HAVE INSPECTED YOUR ORDER AND ARE SATISFIED WITH THE PRODUCT YOU HAVE RECEIVED.* If you accept the shipment by the freight company and sign off on the bill of lading, the shipment is considered totally free of damage. Please inspect the items prior to signing the paper work or bill of lading to ensure that the shipment did arrive in acceptable condition with no damage. Damage claims cannot be submitted to the shipping company or Palapa Umbrella Thatch after the customer signs off on the paperwork or bill of lading for that shipment.
Damage: In the event damage is apparent at delivery, it is imperative that you immediately contact our customer service department at 961-662-3472. Our customer support personnel are experts at handling and resolving damaged shipments, but we urge you to notify us in a timely manner. Proper notation of damage ("bag torn", "box crushed", etc. will suffice) on the delivery receipt will help to ensure our ability to fully refund or replace your purchase. Carrier regulations require notification of a damaged shipment within 10 days after receiving the shipment. After 10 days we can not fill a damage claim and can not do any refunds.
We cannot assume responsibility for customer ordering errors or contractor miscalculations. Freight charges are non refundable. ALL REQUESTS FOR ITEMS MUST BE DONE WITHIN 10 DAYS FROM DATE OF RECEIPT OF ORDER.
Return Policy for Free Shipping: In the event you are not satisfied with the purchase of an item that offered free shipping, we will gladly refund or exchange that item. All product returns must have their return freight costs and any other related costs prepaid by the customer based on the shipping point of origin. Products must be in new and sellable condition in order to approve the return. Additionally, a 25% restocking fee will be added to returned merchandise. Free shipping is only given when customer keeps the complete order. The 25% covers all expenses that we occur for packing, materials, and shipping cost ect. Palapa Umbrella Thatch is responsible for an error resulting in the need to return an item, we will refund the cost of return shipping as well as the original payment for the item.
All returns require an RMA authorization number (Return Merchandise Authorization). Please email us atl our Customer Service Line at 951-662-3472 for an RMA number. The following information should be provided: customer name, invoice number, and the reason for the return. No products will be accepted without prior authorization and the RMA number. Please be advised that an RMA number does not guarantee final disposition. All returns are subject to inspection. The decision to replace or refund remains the sole discretion of Palapa Umbrella Thatch
The Customer's payment will be refunded in the original form of received payment, upon receipt of the goods and inspection as to their suitability of original condition.