Refund policy

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Concept Palermo Return and Refund Policy

At Concept Palermo, we are committed to offering you the best possible shopping experience. If an order does not meet your expectations, we have a clear and customer-oriented return and refund policy. Please also consult our shipping policy.

1. Return Period and Right of Withdrawal

  • As a consumer in the EU, you have a legal right of withdrawal of 14 days from receipt of your order. At Concept Palermo, we offer an extended withdrawal period of 30 days without any obligation to provide a reason.
  • After registering your return, you have an additional 14 days to send the products back.
  • You will receive a full refund of the purchase price, including any original standard shipping costs.
  • The refund is processed after the item has been correctly received at the return address provided upon approval of the request.
    Please note! Return shipping costs are the responsibility of the customer and are not refunded. Return costs range between €20 and €40, depending on the size of the package and the courier, and may in some cases be higher.

2. Return Conditions

To be eligible for a return, the following conditions must be met:

  • The item must be undamaged, unused, and free of any signs of use.
  • The item must be returned in its original packaging with all tags and labels still attached.
  • Certain products, such as items sealed for hygiene reasons, cannot be returned if the seal has been broken.
  • If a returned item is damaged or shows signs of use beyond what is necessary to evaluate it, a reduction in the refund may be applied. The amount is determined by the severity of the damage and the possibility of reselling the product. The customer will be informed in advance.

3. Return Procedure

Our return procedure is simple and consists of the following steps:

  1. Register your return:

    3.1 You have the right to cancel your order within 30 days of receipt without giving any reason.

    3.2 For proper processing of your return, please contact our customer service via the contact form or at info@conceptpalermo.com. State your order number and the items you wish to return.

    3.3 In order to register returns correctly, we ask you to notify us of your return in advance. Returns without prior notification may experience processing delays and may not be handled correctly.

    3.4 Please note: return shipping is at the customer's expense. Our return address is located at our international warehouse (Asia) and will be provided after the request is approved.

  2. You can also use the standard statutory withdrawal form: Download the return form (PDF)

  3. Pack the product: Make sure the item is securely packed to prevent damage during transport. If possible, use the original packaging.
  4. Prepare the parcel: put the completed return form in the parcel, remove or cover any old shipping labels and take a few photos of the product, the packaging and the label before shipping. These photos serve as proof.
  5. Ship the product: Return shipping costs are the responsibility of the customer. Return costs range between €20 and €40, depending on the size of the package, and may in some cases be higher depending on the courier.
  6. Tracked shipping (mandatory): send your return using a service with a tracking number and copy the return address exactly as you received it from us. An error in the address can cause delays or prevent the parcel from arriving. For higher-value items we recommend insured shipping.
  7. Send us your tracking number: email the tracking number to info@conceptpalermo.com immediately after shipping and keep your proof of shipment until you have received your refund.
  8. Refund: After receiving and inspecting the returned item, we process your refund within 7 days. The amount will be credited back to the original payment method.

By law, we may withhold the refund until we have received the return, or until you have sent us valid proof of shipment (with tracking number and our return address), whichever comes first.

Returns to our international warehouse: customs documents

Our return address is at our international warehouse outside the EU (Asia). Your return will therefore pass through customs. To avoid delays or additional costs:

  • Fill in the CN22/CN23 customs form completely and select "Returned goods" as the type of shipment.
  • Description: e.g. "Returned item – [product type]". Value: the amount you paid for the item. Country of origin: usually China. Weight: at least the actual weight of the parcel.
  • Add a proforma invoice (Returned Goods): 2 copies on the outside of the parcel in a transparent document pouch and 1 copy inside the parcel.
  • A return correctly declared as returned goods is normally cleared without import duties.
  • Additional costs caused by missing or incorrectly completed customs documents, or by a parcel that is held or returned by customs, are borne by the sender.
  • Allow for a longer delivery time than for a domestic shipment.

4. Exchanges

  • Concept Palermo does not offer direct exchanges for size, color, or model.
  • If you would like a different item, please return the order within 30 days for a full refund and place a new order on our website.
  • Free replacement remains available only for defective or incorrectly delivered items (see section 5).

5. Damaged or Incorrect Items

Damaged item:

  • If you receive a defective or damaged item, please contact our customer service within 14 days via the contact form. Please provide:
    • Your order number.
    • Photos of the damage.
    • A description of the problem.

Incorrect item:

  • If you received a different item than the one ordered, please contact us immediately and provide:
    • Your order number.
    • The item you should have received.
    • The item you received (including a photo).

If an item is defective or incorrectly delivered, you are entitled to a full refund or a free replacement. The refund is processed within 7 days of receiving the returned defective item.

6. Return Costs

  • Return by customer's choice: Return shipping is at the customer's expense. Return costs range between €20 and €40, depending on the size of the package and the courier. The exact price can be calculated on the courier's website.
  • Return caused by an error on our part (defective or incorrect item): Concept Palermo covers the return costs.
  • Insufficiently stamped parcels: parcels with no or insufficient postage, or for which payment is required on delivery, may be refused. Any resulting costs are borne by the sender.
  • Customs costs: costs due to missing or incorrect customs documents are borne by the sender (see section 3).

7. Frequently Asked Questions (FAQ)

  • How much time do I have to return? Within 30 days of receiving the order.
  • What happens if my return gets lost? Contact the carrier with your proof of shipment: only the sender can file a claim. We are happy to provide the details you need.
  • Do I need to fill in a customs form? Yes. Our warehouse is outside the EU: fill in the CN22/CN23 with "Returned goods" and add the proforma invoice (see section 3).
  • Can I send my return without tracking? No, tracking is mandatory. Without a tracking number we cannot follow your return.
  • How quickly will I receive my refund? Within 7 days of receiving the return.
  • How much does return shipping cost? Shipping is at the customer's expense. Return costs range between €20 and €40, depending on the size of the package.
  • Can I exchange an item? No, we do not offer direct exchanges for size, color, or model. If you would like a different item, please return your order within 30 days for a full refund and place a new order on our website.

8. Who is responsible in case of loss or damage during the return?

The customer is fully responsible for a proper return shipment.

📌 We cannot be held responsible for lost or incorrectly delivered returns.

  • If a package does not arrive or is lost, only the sender (you) can file a claim with the courier, as the shipment is under their responsibility. Since you shipped the package and we have no influence on the transport process, we cannot be contacted regarding this and are not responsible for any losses or delays.
  • The customer is responsible for proper packaging, the correct address, sufficient postage and complete and correct (customs) documents.
  • Additional costs due to incorrect shipping (wrong address, insufficient postage, missing customs documents, refused parcel) are borne by the customer.
  • Has your parcel gone missing? We are happy to provide the details you need to file a claim or start an investigation with the carrier.
  • Always use a tracked shipping method and keep your proof of shipment until you have received your refund.

9. Contact Information

For further questions or assistance, please contact our customer service.

  • 📧 Email: info@conceptpalermo.com
  • 📞 Phone: +31 85 083 0017
  • 📍 Address: Paxtonstraat 3N, 8013 RP Zwolle, Netherlands (registered office, not a visiting or return address)
  • 🕒 Opening hours: Monday - Friday 09:00 - 18:00 | Saturday and Sunday 10:00 - 17:00 (CET)
  • Company name: LRS ECOM B.V.
  • Trade name: Concept Palermo

Please also consult our Terms of Service and our Privacy Policy for further information.