Returns & Exchanges Policy
If, for any reason, you are not satisfied with your order, please email Santa@TheChristmasPalace.com or simply return it within 30 days, and we’ll replace it or refund the cost of the item (excluding Shipping and processing fees). Christmas items purchased after September 1st must be returned before December 9th, or within 30 days of purchase (whichever occurs first). Items purchased after December 9th cannot be returned or refunded. All Sale items are final, and may not be returned or refunded.
We will replace any defective item. All damages or defects must be clearly communicated to the customer service representative along with photo and/or video of the defective/damaged product(s). Verification of the reported issues is completed through email or inspection upon our receipt of the returned item(s). After our review, you will receive an exchange, merchandise credit or refund.
All items must be returned in original, unused condition and their original unopened package for a full refund.
If a shipping charge was collected it will not be refunded unless the return is due to an error by The Christmas Palace. The Christmas Palace will not reimburse postage fees for a return. All returns must be accompanied with the packing slip or original receipt. Contact us by email at santa@thechristmaspalace.com with instructions for return.
Returns will be processed within one week after the merchandise has been returned. Credit card refunds will be processed on the credit card that your purchase was made. When returning your package, we suggest using UPS or any service that can track the package to assure the package was received by The Christmas Palace. The Christmas Palace is not responsible for returning funds on a package that is not received by us or is lost by the postal carrier.
Items Not Eligible for Return: Although we have a very flexible return policy on most of the items we sell, there are some exceptions. The following items may not be returned or refunded under any circumstances:
- Commercial Trees - Above 12 Feet
- Commercial Dimensional Displays
- Fiberglass Displays
- Oversized Decor (General)
If the item(s) arrive damaged or are defective, all damages or defects must be clearly communicated via email along with photos to Santa@TheChristmasPalace.com.
After our review, you will receive a replacement and we will provide instructions on how to return the damaged product(s).
Where do I return an item?
If your item from The Christmas Palace is eligible for return, please ship it (in its original packaging) within 30 days to:
Special Shipments (Truck Delivery)
Prior to accepting delivery on Threshold or In-home Truck shipments, please carefully inspect the item to ensure your complete satisfaction. If, during the delivery, it is noted that the package and item are clearly damaged, please refuse delivery. In the event the product does not meet your expectations, please call 305-558-5352 within seven days to arrange for a return or an exchange.
All Christmas Palace Trees come with a limited warranty. This covers factory installed lights, frames, and foliage. (Please note: Warranty does not include decorative elements such as ornaments, sprays, ribbons, or other accent items.)
Rug Return Information
We can only accept rug returns if returned in an undamaged original shipping bag. If the original bag is unusable, contact us at 305-558-5352
Final Clearance
Final clearance items, sale items, and “Last Chance” items are final sale and cannot be returned.