Last Updated: May 25, 2026
Currency: USD

Regions Covered: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal

About This Policy

This Refund & Returns Policy explains how Pallsport handles returns, exchanges, replacements, refunds, and shipping-related claims for eligible purchases.

All prices, refunds, exchanges, and return-related charges are processed in USD.

Where supported, Pallsport may provide:

• Prepaid return labels

• Freight pickup arrangements

• Customs documentation assistance

When Pallsport-approved return documents are used, additional import-related charges are generally not required upon return delivery (DDP on returns where supported).

Quick Overview

• Return window: 25 days from confirmed delivery

• Damage/defect reporting window: Within 72 hours of delivery

• Refund processing: Within 7 business days after inspection approval

• Restocking fee: No restocking fee on eligible returns

• Proof of purchase required: Order number or checkout email/phone

• Support response time: Within 24 hours (Mon–Sun, CST)

Business days refer to Monday–Friday (CST), excluding U.S. federal holidays.

1. Return Eligibility

To qualify for an eligible return:

• The item must be new, unused, unmodified, and in like-new condition

• All included components must be returned

• Original hardware, tools, manuals, accessories, and protective parts must be included where applicable

Preference returns (change-of-mind returns) may be declined if products show evidence of:

• Scratches

• Dents

• Stains

• Odors

• Pet hair

• Visible wear

• Permanent installation

• Alteration or refinishing

• Missing components

Products that have been:

• Assembled

• Installed

• Glued

• Modified

• Permanently attached

may only qualify for return when Pallsport confirms:

• Verified manufacturing defect

• Verified carrier-related shipping damage

• Incorrect product delivery

Returns must originate from one of the supported regions listed in this policy.

2. Natural Material Characteristics

Certain products made from natural materials may contain:

• Grain variation

• Color variation

• Knots

• Natural texture differences

These characteristics are considered normal material variations and are not classified as product defects.

3. Damaged, Defective, or Incorrect Items

If a product arrives:

• Damaged

• Defective

• Incorrect

• Incomplete

customers must report the issue within:

• 72 hours after delivery confirmation

Customers must provide:

• Order number

• Clear photos or brief video

• Photos of outer packaging

• Photos of inner packaging

• Photos of affected areas

• Shipping label images where applicable

Customers should retain all original packaging materials until further instructions are provided.

If the issue is verified, Pallsport may provide:

• No-cost replacement shipment

• Full refund

• Partial refund

• Replacement parts where appropriate

For verified issue-based cases:

• Outbound shipping fees paid at checkout may also be refunded

• Return shipping support may be provided

• Freight pickup may be arranged where eligible

For eligible international issue-based returns, Pallsport may also cover:

• VAT/GST

• Duties

• Brokerage fees

• Customs processing charges

when Pallsport-approved return documentation and labels are used.

4. Change-of-Mind Returns

Preference returns are accepted within:

• 25 days from delivery confirmation

To qualify:

• The item must remain unused

• The item must be properly repacked

• All components must be included

Refunds for preference returns generally include:

• Product purchase price only

Original outbound shipping fees paid at checkout are generally non-refundable for preference returns.

5. Non-Returnable Items

The following items are generally not eligible for return:

• Gift cards

• Final-sale items

• Clearance products

• Used products

• Modified products

• Refinished products

• Permanently installed products

• Products with missing parts or accessories

For promotional bundle orders or free-gift campaigns:

• All included items must be returned

• A prorated deduction may apply if items are missing

6. How to Start a Return

Customers must contact Pallsport support before returning any item.

Unauthorized returns may not be accepted.

Return requests should include:

• Full name

• Order number

• Delivery address

• Product details

• Reason for return

• Supporting photos or videos where applicable

Return requests may be submitted through:

• [email protected]

• Website contact form

7. Return Authorization & Shipping Support

If the return request is approved, Pallsport may provide:

• Return authorization instructions

• Prepaid return label where eligible

• Freight pickup arrangement where applicable

• Packing instructions

• Customs documentation where supported

Pallsport generally replies within:

• 24 hours (Mon–Sun, CST)

Return labels and pickup authorizations may expire after:

• 10 calendar days

Customers should hand over shipments to the carrier within the approved timeframe.

8. Return Address

Pallsport Returns Department
9120 Burnet Road
Austin, TX 78758
United States

Depending on product category or region, alternative authorized return facilities may occasionally be used.

9. Packing Requirements

Customers should package returns securely to reduce transit damage risk.

Recommended packing practices include:

• Immobilizing panels and components

• Reusing original foam and corner protection where possible

• Securing hardware and tools inside the package

• Using heavy-duty boxes or protective crates if original packaging is unavailable

• Sealing all carton seams securely

For freight returns, required carrier documentation may be provided by Pallsport where applicable.

10. Inspection Process

Returned items are inspected to verify:

• Product model and variant

• Overall condition

• Presence of all included components

• Signs of use or alteration

• Packaging protection adequacy

If missing components, inadequate packaging, or new transit damage are identified:

• Refund amounts may be reduced

• The product may be returned to the customer instead

11. Refund Timing & Method

After the returned item:

• Arrives successfully

• Passes inspection

• Meets eligibility requirements

Pallsport initiates approved refunds within:

• 7 business days

Refunds are generally issued to:

• Original payment method used at checkout

Store credit may be available upon request.

Banks, PayPal, or payment providers may require additional time to complete processing.

Currency conversion rates and processing fees are determined solely by the customer’s payment provider.

12. Exchanges

Exchange requests may be accepted within:

• 25 days from delivery

Exchange eligibility depends on:

• Inventory availability

• Product condition

• Regional shipping limitations

For eligible exchanges:

• Pallsport may provide return shipping support

• Outbound shipping support may be included where applicable

Any price difference is processed in USD during exchange handling.

Exchange shipments are generally arranged after the returned product arrives and passes inspection.

Cross-shipping is generally not available.

13. Refused Deliveries & Undeliverable Shipments

If a shipment is refused without prior notice and no carrier damage is reported:

• Pallsport may coordinate return handling

• Refunds are processed after inspection approval

• Reshipment may require address verification

If refusal is caused by verified carrier-related damage documented at delivery:

• Pallsport handles the carrier claim

• No additional re-delivery fee applies

Additional charges may apply for:

• Failed delivery attempts

• Incorrect address information

• Unpaid customs charges

• Storage fees

• Carrier rerouting requests

Original shipping fees may be non-refundable depending on the situation.

14. Taxes, Duties & Customs on Returns

For eligible international returns from supported regions:

• Pallsport may prepare customs documentation

• VAT/GST, duties, brokerage fees, and customs processing may be covered

provided customers:

• Use Pallsport-approved return labels

• Follow supplied shipping instructions

Using self-arranged or unapproved couriers may:

• Shift customs responsibility to the sender

• Increase risk of loss or delay

• Delay refund processing

DDP return support availability may vary by country and carrier.

15. Regional Compliance Notice

EU & UK Consumer Rights

Nothing in this policy limits statutory consumer rights provided under applicable EU or UK laws, including cooling-off rights where required by law.

Where local regulations provide greater consumer protection, Pallsport follows the applicable legal requirement.

Currency & Payment Information

All refunds and exchanges are calculated and issued in USD.

Any exchange-rate conversion or international processing fees are determined solely by:

• Customer bank

• Credit card provider

• PayPal

• Payment processor

16. Transparency Notice

Pallsport is committed to maintaining transparent return and refund practices in accordance with international e-commerce standards and marketplace compliance requirements, including Google Merchant Center policies.

The following principles apply:

• Return windows are clearly disclosed

• Refund processing timelines are explained

• Return eligibility conditions are stated transparently

• Return shipping responsibilities are identified

• Non-returnable items are disclosed

• Customs responsibilities are clarified

• Supporting evidence requirements are explained

• Refund approval depends on inspection verification

Pallsport does not intentionally hide material refund-related information from customers.

17. Contact Support

Need assistance with a return, refund, exchange, or shipping-related issue?

For faster resolution, customers should provide:

• Order number

• Delivery address

• Product information

• Photos or videos where applicable

Contact Information:

• Phone: +1 (214) 770-6334

• Email: [email protected]

• Support Hours: Mon–Sun | 8:00 AM – 5:00 PM CST

Response times may vary depending on inquiry volume and regional conditions.