1.1 The General Terms and Conditions of Palais apply to all products, orders, offers, agreements and deliveries of Palais. When you order an item, you agree to these terms. So read it carefully before placing an order. If you have any questions about these terms, please contact Palais at customerservice@palais.com.

2.1 The agreement is binding when you place an order. Palais processes the order after payment is received. Until then, Palais is the sole owner of the products.

2.2 Once your order has been processed, you will receive an email confirmation that payment has been accepted and an email notification with the invoice and details of your order.

2.3 Pictures and specifications are indicative. All products are handmade and may therefore vary slightly. If a product does not meet your expectations, you can return it (see Article 6), but it cannot be a reason to file a claim.

3.1 At Palais you can choose from four secure payment methods: Ideal, Paypal, Credit Card and Klarna.

3.2 If Palais accidentally stated a wrong price on the website and it is clearly a mistake, we have the right to correct it. Even if you have already ordered that item.

3.3 All product prices on www.palais.com are inclusive of VAT, but exclusive of shipping costs. The shipping costs will be calculated at checkout.

3.4 Credit card details such as credit card number, expiration date, etc. are automatically transferred to the paymaster via an encrypted and secure system, without Palais or others having access to this information. Even in the event of a refund, full credit card information is not visible. If you pay with Visa or Mastercard, there is extra protection through special verification methods (Verified by Visa or Mastercard Secure Code)

4.1 Palais products are delivered by post with DHL, PostNL or USPS.

4.2 If you accidentally entered an incorrect delivery address, chose the wrong delivery option or were not at home when the postal service delivered the package? And therefore additional charges apply? Palais will charge you for these additional costs.

4.3 Palais will send the order as soon as possible after payment of the agreement. Palais always strives to receive your order within the expected delivery time. If for some reason this is not possible (an item is temporarily out of stock or the courier stops) we will let you know immediately.

4.4 Up to and including the time of delivery, Palais is responsible for the order. Responsibility is transferred to you after delivery.

4.5 Please note that the delivery times referred to in Article 5 are the expected delivery times. In the event that a product is not delivered within the expected period, it is not possible to make a claim. However, Palais will always make every effort to ensure that your order arrives on time.

5.1 Palais strives to make all customers happy with their purchase. However, we recommend that you check the quality and number of products within 30 days. If something is out of order, please send an email to customerservice@palais.com.

6.1 We hope, of course, that you are happy with your purchase. If not, you have 30 days from the date you received your order to return the product.

6.2 Excluded from the right of withdrawal are: products manufactured according to the consumers specifications, which are not prefabricated and which are manufactured on the basis of an individual choice or decision by the consumer. These are, for example, sofa cushions made according to the size specifications you entered. If a product is a made-to-order product, this is always clearly stated on the product page.

6.3 The packing slip must always be sent in the box.

6.4 In case you wish to return a product, please follow the instruction on our online return form.

6.5 The cost of return shipping are for your account. Outside the Benelux, you are responsible for the return label. Within the Benelux we will send you a label for €3,95. This amount will be deducted from your refund. You are responsible for the proper packing of the return. Without track & trace we cannot take any responsibility for the package.

6.6 If goods are used, worn, damaged or incomplete, we have the right to refuse the returned items.

6.7 Refund will be made within 14 days of receipt and inspection.

6.8 Palais can only transfer the refund to the account with which the original payment was made.

7.1 After the approval period of 30 days (Article 5.1), Palais gives a two-month guarantee on the quality of the product. If you are not satisfied with the quality of the product, please send an email to customerservice@palais.com.

7.2 Palais will propose an appropriate alternative, but Palais will decide which of the following options to choose.

- Reparation
- Replacement
- Restitution

7.3 In the case of a refund, a refund (including shipping costs) will be made within 14 days of receipt and verification.

7.4 If we repair or replace the item, it may take up to 14 days.

7.5 The warranty lapses if the product has defects caused by improper use, or if you or others have made or attempted changes to the product, or if it has been used in a manner for which the item is not intended.

8.1 All photos and images used by Palais are copyrighted. Photographs and images may not be reproduced and used in public without the written permission of Palais.

9.1 All legal relationships are exclusively governed by Dutch law.

9.2 Do you have a comment or a tip? Send an email to customerservice@palais.com.

These Terms and Conditions were last updated on 02-08-2024 and took effect on 01-07-2018.