Refund & Returns Policy

Because vendors sell directly through Palembi, returns and refunds may vary depending on the product or service purchased. However, all vendors are expected to comply with applicable UK consumer laws.

Under UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, you may be entitled to a refund, replacement, repair, or cancellation depending on the type of purchase and the circumstances.

You may be able to cancel certain eligible orders within 14 days of receiving the goods. This right may not apply to:

• Perishable goods
• Made-to-order or personalised items
• Sealed goods that are not suitable for return once opened for hygiene reasons
• Certain time-based services once delivery has begun

If your item is faulty, damaged, or not as described, please contact us within 24–48 hours of delivery and provide:

• Your order number
• A description of the issue
• Clear photographs where relevant

We will review the matter with the vendor and work toward a suitable resolution, which may include:

• A replacement
• A refund
• A partial refund
• Another agreed remedy

For groceries, prepared foods, and other perishable items, complaints must be raised promptly after delivery. Vendors may request photographic evidence before a refund or replacement is approved.

If you book a service through Palembi and experience an issue, please contact us with full details. Refunds or adjustments will depend on the circumstances, the vendor's service terms, and applicable law.

Approved refunds will usually be returned to your original payment method. Processing times may vary depending on your bank or payment provider.

Where needed, Palembi may step in to review disputes between customers and vendors and support a fair outcome. Final decisions may depend on available evidence and platform records.

If you need help with a return, refund, or order issue, please contact us at support@palembi.com