RETURN & REFUND POLICY

Last updated: January 15, 2026

This Returns & Refunds Policy applies to purchases made through skycampsupply.com, operated by PalaceofPalms LLC dba Sky Camp Supply (“Sky Camp Supply,” “we,” “us,” or “our”).

We aim to make returns clear, fair, and efficient — particularly for large, specialty, and freight-delivered items — while setting appropriate expectations for made-to-order products.

1. At-a-Glance Summary

  • Change-of-mind returns: Requests must be submitted within 60 days of delivery
  • Item condition: Unused, unassembled (where applicable), and in original packaging
  • Final sale: Sale/clearance and made-to-order items are final sale
  • Damage / defect claims: Must be reported within 2 days of delivery
  • Authorization required: All returns require approval and instructions from Sky Camp Supply
  • Refunds: Issued to the original payment method (or store credit for gifts), less applicable fees

2. Definitions

Non-Conforming Shipment
A product that arrives damaged, defective, incorrect, missing components, or materially different from what was ordered.

2-Day Return Rule
Damage, defects, missing items, or non-conforming shipments must be reported to Sky Camp Supply within 2 days of delivery, with required documentation. If not reported within this window, the shipment may be treated as accepted to the extent permitted by law.

3. Change-of-Mind Returns (Eligibility)

You may be eligible to return an item for reasons other than damage or defect if all of the following conditions are met:

  • Timing: Return request submitted within 60 days of delivery
  • Condition: Item is unused, uninstalled, unassembled, and undamaged
  • Packaging: Item is returned in original packaging with all parts, accessories, manuals, and materials
  • Proof of purchase: Order number or receipt provided
  • Return timing: Item is shipped (or made available for freight pickup) within 7 days of receiving return approval and instructions

4. Items Not Eligible for Return

Unless required by applicable law, the following are not eligible for return or refund:

  • Sale or clearance items (sold “as-is”)
  • Used, installed, assembled, or modified items
  • Items returned outside the 60-day return request window
  • Items missing components or original packaging
  • Items returned without authorization
  • Made-to-order or custom products (see Section 11)

5. How to Start a Return

Small-Parcel Returns

Email support@skycampsupply.com with your order number and the item(s) you wish to return. If a self-service return option is available, you may initiate there.

Freight / Large Item Returns

Do not ship freight items back without written authorization. Contact us and we will coordinate return logistics or pickup where applicable.

Authorization Required

*Important Note: All returns must be approved in advance. Unauthorized returns may be refused.

6. Return Shipping Costs & Fees (Change-of-Mind Returns)

  • Return shipping: Customer responsibility unless otherwise stated in writing
  • Restocking fees:
    • Small-parcel items: up to 10%
    • Freight / LTL items: up to 15%
  • Condition deductions: Additional deductions may apply for missing packaging, damage, or improper preparation

Refused or Undeliverable Shipments

Orders refused for reasons other than documented carrier damage, or returned due to incorrect address or failed delivery attempts, may be treated as returns and subject to shipping, restocking, and carrier fees.

7. Damage, Defects & Non-Conforming Shipments (2-Day Rule)

Reporting Deadline

All damage, defects, missing components, or non-conforming shipments must be reported within 2 days of delivery.

Required Documentation

To help us resolve quickly, please include:

  • Order number
  • Photos of outer packaging, inner packaging, and shipping labels
  • Photos or video clearly showing the issue
  • Carrier exception or claim reference number (when applicable)

*Important Note: Failure to meet these requirements may limit our ability to offer a return, replacement, or refund.

8. Freight (LTL) Delivery Inspection

For freight deliveries:

  1. Inspect the shipment before signing
  2. Note visible damage on the Proof of Delivery (POD)
  3. Take photos of any damage

If damage is significant, you may have the right to refuse delivery. Regardless of acceptance or refusal, issues must still be reported within 2 days with required documentation.

9. Missing Packages or “Delivered” but Not Received

If tracking shows “delivered” but you cannot locate the package, contact us within 2 days of the delivery scan so we can initiate the appropriate carrier process.

10. Refunds

  • Inspection required: Refunds are processed after returned items are received and inspected, or after freight return status is confirmed
  • Refund method: Original payment method (or store credit for gifts)
  • Timing: Approved refunds are typically processed promptly; posting times depend on your financial institution

11. Made-to-Order & Custom Items

Made-to-order or custom items are final sale and not eligible for return or refund once production has begun, except in cases of verified damage, defect, or incorrect item delivered — subject to the 2-Day Return Rule.

12. Order Cancellations

  • Within 24 hours of purchase: We will make reasonable efforts to cancel for a full refund if the order has not entered fulfillment
  • After 24 hours: Cancellation may not be possible, particularly for supplier-direct or custom items

13. Legal Rights

This policy does not limit any rights you may have under applicable law.

14. Contact Us

Questions about returns or refunds? We’re happy to help.

Sky Camp Supply (PalaceofPalms LLC dba Sky Camp Supply)
2520 Venture Oaks Way, Suite 120
Sacramento, CA 95833
Email: support@skycampsupply.com
Phone: +1-650-449-4038