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Refund policy

Thank you for shopping at Palacio Furniture. Please read this policy before placing your order. By completing a purchase or signing your invoice, you acknowledge and agree to the terms below.

Verify Your Order

Please verify all order details (products, colors, sizes, quantities, delivery address and contact information) before completing your purchase or signing your invoice. Many of our products are ordered directly from our suppliers, so once your order is submitted, changes may not be possible.

All Sales Are Final

All sales are final. We do not accept returns or refunds once an order has been delivered or picked up. Exchanges are only possible if approved by Palacio Furniture and are subject to a 30% restocking fee of the total purchase. If you have any questions about a product, contact us before you buy and we'll gladly help.

Changes & Cancellations

  • Approval required: once your order has been submitted to our suppliers, changes or cancellations may not be possible and require approval by Palacio Furniture.
  • Restocking fee: approved cancellations made before delivery or pick-up are subject to a 30% restocking fee, deducted from your refund.
  • After delivery or pick-up: orders cannot be canceled once the merchandise has been delivered or picked up.
  • How to request a change or cancellation: call us at 682-323-4075 or email palaciofurnituregp@gmail.com with your order number. Requests are effective only once confirmed by our team.

Financing

  • Orders paid in whole or in part through a lease-to-own or financing program (such as Acima, Progressive Leasing, Shop Pay Installments or in-house financing) are subject to the applicable financing provider's terms.
  • Financed orders cannot be canceled once the order has been placed.
  • Any approved refund on a financed order is processed through the financing provider.

Delivery, Dimensions & Access

Customers are responsible for verifying furniture dimensions and making sure there is adequate access (doorways, hallways, stairways and elevators) and space for delivery and set up. Palacio Furniture is not responsible for furniture that does not fit in the customer's home. See our Shipping Policy for delivery and pick-up details.

Packaging

Box and packaging removal is not included unless otherwise agreed in writing. Additional charges may apply for packaging removal.

Unclaimed Pick-Up Orders

Pick-up orders are held for up to 14 days after we notify you that your order is ready. If you need more time, please contact us. If we don't hear from you, or we're unable to reach you, within 14 days, the order will be canceled and refunded minus the 30% restocking fee.

Refunds

  • Approved refunds are issued to the original payment method.
  • Once a refund is processed, your bank or card issuer may take several business days to post it to your account.

Damaged or Defective Items

We take great care to make sure your furniture arrives in perfect condition. If something isn't right, we'll evaluate the issue and make it right.

  • Inspect your order as soon as you receive it. For shipped orders, note any visible box damage on the delivery receipt before signing.
  • Report within 5 days: report any damage or defect within 5 days of delivery or pick-up, with photos and your order number.
  • Resolution: after reviewing your claim, we will repair the item, send a replacement part or replace the item, at our discretion.
  • We cannot be held responsible for damage or defects reported after the 5-day period.

What Is Not Covered

  • Damage that occurs during customer pick-up, loading, transport or unloading.
  • Damage caused by customer assembly, misuse, accidents, pets or normal wear and tear.
  • Minor variations in color, finish, texture or details due to manufacturing, lighting or screen settings.
  • Loss, damage or delays due to acts of God, civil authorities or other circumstances beyond our control.

Extended Protection

Want extra peace of mind? Add our 5-Year Furniture Protection Plan by Montage to your order to cover accidental stains, spills and damage. Coverage is subject to Montage's plan terms.

Contact Us

Palacio Furniture
1110 W Arbrook Blvd, Unit 100, Arlington, TX 76015
Phone: 682-323-4075 · Text: 682-583-5157
Email: palaciofurnituregp@gmail.com