Refund policy

Exchanges & Store Credit Only

All sales are final. We do not offer refunds to the original form of payment.
Eligible items may be exchanged or returned for store credit within 14 days of delivery or purchase.

To be eligible for an exchange or store credit, items must be in the same condition in which they were received: unworn, unused, unwashed, with original tags attached, and in original packaging when applicable. Proof of purchase is required.

To request an exchange or store credit, please contact us at shoptupalacio@gmail.com within 14 days of receiving your order.

Items sent back without first contacting us and receiving approval will not be accepted.

Exchanges

Once your request is approved, you may exchange your item for another available size or item of equal value.

If the replacement item has a higher value, the customer will be responsible for paying the difference. If the replacement item has a lower value, the remaining balance will be issued as store credit.

Please note that exchanges are subject to product availability.

Store Credit

If you prefer not to exchange your item, eligible merchandise may be returned for store credit only.

Once we receive and inspect the item, approved store credit will be issued for the value of the merchandise returned.

Original shipping charges are non-refundable.

Return Shipping

Customers are responsible for return shipping costs unless the item received was damaged, defective, or incorrect.

We strongly recommend using a trackable shipping method, as Tu Palacio is not responsible for packages lost in transit.

Damages & Order Issues

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, contact us as soon as possible at shoptupalacio@gmail.com with your order number and photos of the issue so we can evaluate the situation and make it right.

Final Sale / Non-Exchangeable Items

The following items are final sale and are not eligible for exchange or store credit:

  • Sale, clearance, or marked-down merchandise
  • Gift cards
  • Beauty, skincare, cosmetics, and other personal-care products
  • Intimates or hygiene-sensitive merchandise
  • Custom, personalized, or special-order items
  • Items that have been worn, washed, altered, damaged, or returned without original tags

Please contact us before purchasing if you have questions about whether an item is eligible.

Store Credit Processing

Once your item has been received and inspected, we will notify you whether your exchange or store credit has been approved.

Approved store credit will be issued electronically and may be used toward a future purchase at Tu Palacio.

For any questions regarding exchanges or store credit, contact us at shoptupalacio@gmail.com.