Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Returned items must remain in their original condition, unused, free from intentional damage, with all tags attached, and in the original packaging.


To start a return, you can contact us at service@palaceartshop.com. Please note that returns will need to be sent to the following address:Royal Palace Cultural Indusirial Park.
No. 15, Chaoyang 3rd Road, East Area 1, Hangzhou Bay Industrial Park, Shangyu District, Shaoxing City, Zhejiang Province, China

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at service@palaceartshop.com. 

Damages and issues

 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

 
Certain types of products are non-returnable, including items intentionally damaged by the customer and customized products (such as special orders or personalized items). If you have any questions or concerns about a specific product, please contact us.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Return & Restocking Fee Policy

 

1. Restocking Fee

  • For certain returns that are not due to product defects, a restocking fee may apply.
  • The restocking fee is typically 10–20% of the product price, depending on the product type and condition.

2. Conditions That May Incur Restocking Fee

  • Returned items are opened, used, or missing original packaging or tags.
  • Items returned beyond the allowed return period.
  • Items returned for reasons other than quality issues, shipping errors, or our mistakes.

Order Cancellation Policy

Order Processing Time

  • Once an order is placed, our system begins processing immediately.
  • Orders are usually prepared and shipped within 1–10 business days.

Cancellation Eligibility

  • Orders can be canceled only if they have not yet been processed or shipped.
  • Customized or personalized products cannot be canceled once production has started.

How to Request a Cancellation

  • To cancel an order, please contact us as soon as possible via email:
    service@palaceartshop.com
  • Include your order number and reason for cancellation in your request.

Refunds for Canceled Orders

  • If the order is successfully canceled, a full refund will be issued to the original payment method.
  • Refund processing may take 5–10 business days depending on your payment provider.

Orders That Cannot Be Canceled

  • Orders that have already been shipped or customized/personalized cannot be canceled.
  • If you wish to return shipped items, please refer to our Return & Refund Policy.

Exceptions

  • In rare cases, cancellation requests may be declined if the order is already in final stages of processing.
  • Customers will be notified promptly if this occurs.

 

Return Shipping Costs


For returns due to non-quality issues, the return shipping costs are the responsibility of the buyer. If the product has a quality issue or was shipped incorrectly, the return shipping costs will be covered by Royal Palace.

European Union 14 day cooling off period

 
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds

 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@palaceartshop.com.