Refund policy

Cancellations

Our products are handcrafted and production begins within hours of an order being placed. Cancellations must be requested within 1 hour of ordering by contacting us at info@palominelines.com.

We'll do our best to accommodate requests received after this window, but cannot guarantee cancellation once production has begun.

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition as you received it, unused and in its original condition. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@palominelines.com. Please note that returns will need to be sent to the following address: Palomine Lines, 2510 Birkdale Ln, Kerrville TX 78028. 

If your return is accepted, we’ll send you 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 info@palominelines.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. If we sent the wrong item, or your order arrives damaged or defective, we cover return shipping and there's no restocking fee.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom lines ordered by email to non-standard specifications. Please get in touch if you have questions or concerns about your specific item. 

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

Exchanges
Most returns are size exchanges, and we're glad to help. If you'd like a different size or style, contact us within 14 days of receiving your order and we'll arrange an exchange with no restocking fee. You cover return shipping; we cover shipping on the replacement.

Refunds
If you'd prefer a refund rather than an exchange, approved returns are subject to a 5% restocking fee, deducted from your refund, and return shipping is your responsibility. This covers the payment processing costs we incur on the original order, which aren't returned to us when a refund is issued.

We will notify you once we've received and inspected your return and let you know if the refund was approved. 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 info@palominelines.com.