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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. These terms apply to both online and in-store purchases.

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 placed, changes may not be possible.

All Sales Are Final

All sales are final. We do not accept returns, exchanges or refunds once an order has been delivered or picked up. If you have any questions about a product, contact us before you buy and we'll gladly help.

Cancellations

  • Not guaranteed: once an order is placed, cancellation is not guaranteed.
  • Approval required: cancellations can only be requested before delivery or pick-up and require approval by Palacio Furniture.
  • Restocking fee: approved cancellations 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 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.

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. Box and packaging removal is not included unless otherwise agreed in writing. See our Shipping Policy for delivery and pick-up details.

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.

Damaged Items

  • Inspect at delivery: please inspect your order at the time of delivery or pick-up and report any damage before signing the delivery receipt. For drop-off and out-of-state shipments, write any visible box damage on the delivery receipt before signing.
  • Unreported damage: damage not reported at delivery or pick-up may incur additional costs, which are the customer's responsibility.
  • Resolution: damaged items will be repaired, or a replacement part or item will be provided, at our discretion. No refunds.

Manufacturer Warranty

  • Items covered by a manufacturer's warranty are subject to the manufacturer's review and approval.
  • The customer is responsible for all delivery and pick-up costs related to warranty service.

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.

Refunds

  • Refunds apply only to approved cancellations or unclaimed pick-up orders, as described above, and are issued to the original payment method minus the 30% restocking fee.
  • Refunds on financed orders are processed through the financing provider.
  • Once a refund is processed, your bank or card issuer may take several business days to post it to your account.

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