Refund & Returns Policy
Overview
At Palermo Game, we want you to be satisfied with your purchase. This Refund & Returns Policy complies with applicable European Union consumer protection laws for online purchases.
Consumers within the European Union have the right to withdraw from a purchase within 14 days without giving any reason, subject to the conditions described below.
Right of Withdrawal (EU Consumers)
If you are purchasing as a consumer within the European Union, you have the legal right to cancel your order within 14 calendar days from the day you receive the goods.
To exercise your right of withdrawal, you must inform us of your decision through a clear written statement sent by email to:
You may use any clear communication stating your intention to cancel the order.
Return Eligibility
To be eligible for a return:
- The item must be unused and in the same condition in which you received it.
- The item must be returned in its original packaging whenever possible.
- Proof of purchase or order confirmation is required.
Unless the return is due to a defective, damaged, or incorrect item, all return shipping costs shall be borne by the customer.
Non-Returnable Items
The following items are non-refundable and non-returnable unless defective:
- Gift cards
- Downloadable digital products
- Software products that have been downloaded or activated
- Personalized or custom-made products
- Sealed products that are not suitable for return due to hygiene reasons once unsealed
For digital products, by purchasing and downloading/accessing the content immediately, you acknowledge that you lose your EU right of withdrawal once the digital delivery has begun.
Condition of Returned Goods
We reserve the right to reduce the refund amount if the value of the goods has been diminished due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the item.
Partial refunds may be granted in situations including but not limited to:
- Items not in original condition
- Items damaged due to customer handling
- Missing parts not caused by our error
- Returns requested outside the eligible return period
Refund Process
Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund.
If approved:
- Refunds will be processed using the original payment method whenever possible.
- Refunds are typically issued within 14 days after approval.
- Processing times may vary depending on your payment provider or bank.
Late or Missing Refunds
If you have not received your refund:
- Check your bank account again.
- Contact your credit card provider.
- Contact your bank, as processing times may vary.
If you still have not received your refund, please contact us at:
Sale Items
Unless required by applicable law, sale or discounted items may not be eligible for refunds.
This does not affect your statutory rights regarding defective or damaged goods.
Defective or Damaged Products
If you receive a defective, damaged, or incorrect product, please contact us immediately at:
We may request photos or additional information to process the claim.
Eligible products may be:
- Replaced
- Repaired
- Refunded
in accordance with applicable consumer protection laws.
Exchanges
We only replace items if they are defective, damaged, or incorrectly delivered.
To request an exchange, contact us at:
We will provide return instructions and the appropriate return address.
Gifts
If the item was marked as a gift and shipped directly to you, you may receive store credit for the value of the returned item once approved.
If the item was not marked as a gift, refunds may be issued to the original purchaser.
Return Shipping
To return your product, please contact us first to receive the appropriate return instructions and shipping address.
Customers are responsible for return shipping costs unless:
- the item is defective,
- damaged,
- or incorrect due to our error.
Original shipping costs are non-refundable unless required by law.
We recommend using a trackable shipping service or shipping insurance for valuable items. We cannot guarantee receipt of returned items without proof of delivery.
Order Cancellations
Orders may only be canceled before shipment or processing.
Once an order has been shipped, the standard return procedure applies.
Contact Information
For questions regarding refunds, returns, or cancellations, contact us at:
Website:
https://palermogame.com