Refund policy

We want you to love your PalmaYard pergola or outdoor furniture. If something is not right, here is exactly how returns, refunds, and replacements work.

1. Return Window

We offer a 30-day return policy, meaning you have 30 days from the date of delivery to request a return on eligible items. Unfortunately, we cannot accept or process any return requests submitted after this 30-day window has expired.

2. General Return Eligibility

To qualify for a return, in-stock pergolas, gazebos, umbrellas, and outdoor furniture must be:

  • Unused, unassembled, and in their original packaging.

  • Complete with all original parts, hardware, manuals, and accessories included.

  • Repackaged securely in the original carton with all original protective materials.

3. Non-Returnable Items (Final Sale)

The following items are strictly non-returnable and cannot be refunded:

  • Assembled or Installed Items: Once assembly or installation has begun, the product is no longer eligible for return. (Defects discovered after assembly are handled under our Warranty Policy).

  • Clearance items, gift cards, and replacement parts ordered separately.

4. How to Start a Return

To initiate a return, please email us at support@palmayard.com within your 30-day window and provide:

  1. Your order number.

  2. The specific item(s) you wish to return.

  3. A brief reason for the return.

  4. Clear photos showing the item is still in its original, unassembled condition.

⚠️ Important: Please do not send your purchase back to the manufacturer, the freight carrier, or the original shipping address on the box. Once approved, we will provide you with a Return Merchandise Authorization (RMA) number and the correct return warehouse address. Items sent back without prior authorization will automatically be rejected.

5. Return Shipping & Costs

Responsibility for return shipping costs depends entirely on the reason for the return:

  • If the return is due to our error (e.g., defective, damaged, or incorrect items): PalmaYard will cover the full cost of return shipping, including complimentary LTL freight pickup for oversized items such as pergolas. You do not need to arrange your own carrier or pay any out-of-pocket fees.

  • For returns caused by customer preference (e.g., buyer’s remorse, accidental orders, or changing mind): The customer is fully responsible for the cost of return shipping and any associated freight pickup fees.

6. $0 Restocking Fee Policy

We believe in a fully transparent shopping experience. PalmaYard is proud to offer a $0 Restocking Fee on all eligible returns. As long as your item meets our standard return conditions, we will never deduct handling or repackaging fees from your final refund.

7. Refund Timelines & Deductions

  • Inspection & Approval: Upon arrival at our warehouse, returns will be inspected within 5 business days to verify eligibility.

  • Processing Time: Approved refunds are processed back to your original payment method within 5–7 business days.

  • Bank Clearance: Please allow an additional 5–10 business days for your financial institution to post the credit to your account.

  • Deductions: Refund amounts will cover the full purchase price of the approved product. However, all original shipping costs and optional professional assembly/installation fees are strictly non-refundable.

8. Order Cancellations

  • Before Shipment: Cancellations are accepted at any time before the order ships for a full refund.

  • After Shipment: Once a tracking number has been generated or the order has been dispatched, it cannot be canceled and must be processed as a standard return under Section 5.

9. Damaged, Defective, or Wrong Items (Immediate Delivery Inspection)

Please inspect your shipment carefully at the time of delivery. If your order arrives damaged, defective, or incorrect, please email support@palmayard.com within 3 days of delivery with:

  • Your order number.

  • Clear photos of the damaged/incorrect product.

  • Photos of the outer packaging (showing any visible carrier damage or freight scuffs).

We will immediately arrange a free replacement, replacement parts, or a full refund at absolutely no cost to you. (Defects discovered after this 3-day inspection window will be handled under our Warranty Policy).

10. Contact Information & Corporate Credentials

For any questions regarding your order, shipping, or returns, please contact our support team:

  • Email: support@palmayard.com

  • Phone: +1 310 686 2477

  • Customer Support Hours: 10:00 AM to 8:00 PM (GMT-8)

  • Physical Showroom (California): 3751 S Dogwood Rd, El Centro, CA 92243, USA

  • Registered Corporate Office (Nevada): 732 S 6th ST, STE N, Las Vegas, NV 89101, USA