Returns & Warranty
RETURN POLICY
As part of our comfort guarantee, we are proud to offer a 14-day return policy for any Palermo House products. Exchanges are accepted within 30 days of order delivery. Returns will be refunded in the original method of payment.
To offer fast & free shipping, we charge a 15% return fee based on the product price paid. This covers home pick-up, return shipping, packaging, and fulfillment costs, and will be deducted from your refund. Items returned damaged, stained, torn, or burned may incur a higher fee at Palermo House's discretion
A 15% restocking fee applies to orders cancelled while in transit.
Important: All items must be returned in their original packaging to ensure your refund is processed, with the exception of decompressed foam items. Returns sent in any other packaging will not be eligible for a refund.
Packaging requirements for Modo returns:
Covers must be returned in their original packaging. Decompressed foam items do not require original packaging, Palermo House will arrange a home pickup.
Identify your order using your order number and ZIP code. Once we receive your return request, we will send you pre-paid return shipping labels along with instructions on how and where to send your package.
If you have any other questions, please contact support@palermo.house.
RETURN ELIGIBILITY
To qualify for a return, products must be in a usable condition without any stains, tears, burns, pet damage, odors, or other forms of soiling. The determination of usable condition is solely at the discretion of Palermo House. The acceptance or rejection of returns is entirely at Palermo House's discretion. Palermo House may request descriptions and/or images of the products to evaluate their condition before approving returns. Failure to comply with these requests may lead to the refusal of the return. Additional return fees will apply for damaged, stained, teared, or burned product returns.
Products shipped outside the continental United States are not eligible for return. If an appointment for a return pickup is missed, a fee will be charged. This fee will be clearly communicated when Palermo House schedules the pickup on the customer's behalf. Components or add-ons purchased separately and not part of the original order are not eligible for return.
Slight color variations (as determined by Palermo House) and firmness levels are considered matters of preference and not defects. Products returned for these reasons within the return window will incur return shipping fees as outlined above. If the returns process is not completed within one week of receiving instructions from Palermo House, the return may be refused.
DAMAGES AND ISSUES
If we've sent you a defective or damaged item or if you receive the wrong item, email us at support@palermo.house so that we can evaluate the issue and make it right.
For carrier delivery failures or return to sender issues, we will send a replacement order but the order will not be eligible for returns or exchanges.
COVER EXCHANGES (SLIPCOVERS)
If you've received your lounge chair, divan, or ottoman and decide that the fabric or color isn't quite what you wanted, our exchange policy is as follows:
- We offer a free exchange for 1 chair cover and 1 ottoman cover.
- For additional exchanges beyond 1 chair cover and 1 ottoman cover, a fee of $50 per cover will apply. This fee will be deducted from your refund for the exchanged covers.
Exchanges are accepted within 30 days of order delivery. To begin the exchange process, please contact us at support@palermo.house. If you are undecided on which fabric to go with, we recommend getting fabric swatches!
WARRANTY
We stand by Dume Lounger chairs and ottomans with a free one-year warranty that covers defects in materials and workmanship, starting on the date of delivery. Our Dume Lounger warranty covers in rips in seams, covers, or inner liners. The warranty does not cover any natural material discoloration, compression of EPS fill, or any other natural wear and tear of materials. There are no fees to repair, replace, or return an item that's covered by our warranty.
Note: for the warranty to be valid, you must be able to produce the original purchase confirmation email containing the order number and email address used to place the order. The one-year warranty is only valid on products purchased directly from Palermo House.