At HBK Palette, we want to ensure that you have a satisfactory shopping experience. We understand that circumstances may arise where you need to cancel an order or request a refund. Please take a moment to review our refund and cancellation policy.

1. Order Cancellation:
If you wish to cancel your order, please contact our customer support team as soon as possible. We will make every effort to accommodate your request if the order has not yet been processed for shipment. However, please note that during peak periods or promotional campaigns, order processing may be expedited, making it difficult to cancel the order. We recommend contacting us immediately for the best chance of cancellation.

2. Refund Eligibility:
We offer refunds for eligible products that meet the following criteria:
– The product is damaged or defective upon arrival.
– The product does not match the description or specifications provided.
– The product is not received within a reasonable time frame beyond the estimated delivery date.

3. Return Process:
If you believe you are eligible for a refund, please follow these steps:
– Contact our customer support team within [number of days, e.g., 7 days] of receiving the product.
– Provide details of the issue, including supporting evidence such as photographs, if applicable.
– Our customer support team will guide you through the return process, including any necessary documentation or shipping instructions.

4. Refund Options:
Upon approval of your refund request, we offer two refund options:
– Store Credit: The refund amount will be issued as store credit, which can be used for future purchases on our website. Store credit does not have an expiration date and can be applied to any eligible products.
– Original Payment Method: If preferred, we can refund the amount directly to the original payment method used during the purchase. Please note that the processing time for refunds to the original payment method may vary depending on your financial institution.

5. Non-Refundable Items:
Certain items are non-refundable, including but not limited to:
– Customized or personalized products.
– Digital downloads or virtual goods.
– Gift cards or promotional vouchers.

6. Return Shipping:
For eligible returns, we may provide a prepaid shipping label or reimburse your shipping costs, depending on the nature of the issue. Our customer support team will provide detailed instructions on how to return the product.

7. Refund Processing Time:
Once we receive the returned product and verify its eligibility for a refund, we will initiate the refund process. Refunds can take up to [number of days, e.g., 7-10 days] to be processed, depending on your original payment method and financial institution. We will notify you via email once the refund has been processed.

Please note that this refund and cancellation policy applies to products purchased directly from our website. If you have purchased our products through a third-party retailer, please refer to their respective refund and cancellation policies.

If you have any further questions or require assistance regarding our refund and cancellation policy, please feel free to contact our customer support team. We are here to help and ensure your satisfaction with our products and services.