Return Policy

Last updated: Feb 2, 2026

At Palettee, we stand behind the quality of our handcrafted glass art. If you are not entirely satisfied with your purchase, we are here to help.

14-Day Return Window

You have 14 calendar days from the date you received your item to request a return. After 14 days, unfortunately, we cannot offer you a refund or exchange.

Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • The item must be unused and in the same condition that you received it.
  • It must be in the original packaging.
  • You must have the receipt or proof of purchase.
  • Custom/Personalized orders are generally non-returnable unless they arrive damaged or defective.

The Return Process

  1. Initiate the Request: Email us at support@palettee.com with your order number and photos of the item.
  2. Approval: Once we review your request, we will provide you with the return shipping address and instructions.
  3. Packaging: Since stained glass is extremely fragile, the customer is responsible for ensuring the item is packed securely for the return journey. Items damaged during return shipping due to poor packaging will not be eligible for a refund.

Return Shipping Costs

  • Customer Responsibility: Customers are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable.
  • If the return is a result of our error, we will send you a prepaid shipping label via email. Please print and securely affix this label to the original packaging before dropping it off at the designated carrier location. You will not incur any additional shipping costs for valid defective returns.

Damaged or Broken Items (Upon Arrival)

If your stained glass art arrives broken or damaged due to transit, please do not return the item. Instead:

  1. Take clear photos of the damaged item and the packaging.
  2. Contact us at support@palettee.com within 14 days of delivery.

We will send a replacement or issue a full refund at no extra cost to you.

Exchanges

We do not offer direct exchanges. To ensure you receive the item you want as quickly as possible, the best way is to follow our return process for a refund and then place a new order for the desired item. This allows you to avoid waiting for the return to be processed before securing your new selection.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

Approval: If approved, your refund will be processed to your original payment method within 5–7 business days.

Contact Us

If you have any questions or need assistance, please contact our support team at support@palettee.com. We are happy to help you with any concerns regarding your order.

Support Hours: 8:00 AM - 5:30 PM (PST), Mon - Fri