Returns & refunds

30-day change-of-mind returns

For a new order placed directly with Palovue, contact us within 30 days of delivery to request a change-of-mind return.

For change-of-mind returns, keep the product unused, with its included accessories and packaging. These conditions do not restrict claims for faulty goods or your statutory rights.

Faulty products

The one-year defect warranty is separate from the 30-day change-of-mind return window. Contact us if your product develops a defect; statutory rights may also apply beyond these periods.

How to request help

Email support@palovue.com with your order number or proof of purchase and a description of the issue.

Contact us before sending a product back. We will confirm the next steps and the appropriate return address.

Refunds are returned to the original payment method.

EU withdrawal rights

If you live in the EU, you can withdraw from a direct online purchase within 14 days of delivery without giving a reason. Tell us clearly by email; using our example form is optional. Return the goods within 14 days after notifying us.

For a statutory withdrawal, we refund the price and the cost of our least expensive standard delivery within 14 days of your notice. We may wait for the goods or evidence of return. You pay direct return postage for change of mind; we cover reasonable return costs for faulty or incorrect goods. Extra handling beyond what is needed to check the goods may reduce the refund where the law permits.

These statutory rights are separate from the voluntary 30-day unused-product return offer.

Optional withdrawal form

To: FONERIC INTERNATIONAL (HK) COMPANY LIMITED, support@palovue.com, FLAT/RM O, 15/F, INTERNATIONAL IND CENTRE, 2–8 KWEI TEI STREET, FOTAN, NEW TERRITORIES, HONG KONG. I give notice that I withdraw from the purchase of: [goods/order number]. Ordered on / received on: [dates]. Customer name and address: [details]. Date: [date]. Signature only if sent on paper.

Your consumer rights

These voluntary benefits are additional to your statutory consumer rights, which may last longer. They do not limit any remedy required by law or any longer warranty already promised for your product.

EU customers retain the applicable legal guarantee for new goods. Australian customers retain their consumer guarantees, including applicable repair, replacement, refund and compensation rights.

Earlier purchases

Purchases made before this relaunch keep the warranty and return commitments that applied when they were bought.

Orders placed on Amazon

For an Amazon purchase, start a return through Your Orders in Amazon. The applicable Amazon terms and any existing product warranty continue to apply.