Customer satisfaction is our top priority and we want you to be completely satisfied with your purchase. We have set specific guidelines to ensure a quick and hassle-free return and exchange process. We have a fully staffed team of experts who can walk you step by step through this process. 

We cannot assume responsibility for customer ordering errors or contractor miscalculations. Freight charges are non refundable. ALL REQUESTS FOR ITEMS MUST BE DONE WITHIN 15 DAYS FROM DATE OF RECEIPT OF ORDER. 

All palapa kits are considered special order items and cannot be returned since each item is custom made. 

PLEASE INSPECT YOUR ORDER IMMEDIATELY UPON ARRIVAL. DO NOT DISPOSE OF THE BOX OR ANY PACKAGING MATERIALS UNTIL YOU HAVE INSPECTED YOUR ORDER AND ARE SATISFIED WITH THE PRODUCT YOU HAVE RECEIVED. The Palapa Company is not responsible for any staining due to thatching. 

* If you accept the shipment by the freight company and sign off on the bill of lading, the shipment is considered totally free of damage. Please inspect the items prior to signing the paper work or bill of lading to ensure that the shipment did arrive in acceptable condition with no damage. Damage claims cannot be submitted to the shipping company or The Palapa Company after the customer signs off on the paperwork or bill of lading for that shipment.

Damage: In the event damage is apparent at delivery, it is imperative that you immediately contact our customer service department at 623-242-7362.  Our customer support personnel are experts at handling and resolving damaged shipments, but we urge you to notify us in a timely manner. Proper notation of damage ("bag torn", "box crushed", etc. will suffice) on the delivery receipt will help to ensure our ability to fully refund or replace your purchase. Carrier regulations require notification of a damaged shipment within 15 days after receiving the shipment.

Color variations occasionally occur in bamboo, however, this is a natural characteristic and not a product defect. Pine poles are subject to cracking and splitting just like any other wood . The Palapa Company cannot guarantee consistency with  our thatch products, but we try our best to offer the highest quality thatch, and palapas currently available on the market.

Maintenance: The Palapa Company recommends Cabot Australian Timber Oil for all exterior uses on bamboo products.

Return Policy for Free Shipping: In the event you are not satisfied with the purchase of an item that offered free shipping, we will gladly refund or exchange that item. All product returns must have their return freight costs and any other related costs prepaid by the customer based on the shipping point of origin. Products must be in new and sell-able condition in order to approve the return. Additionally, a 20% restocking fee will be added to returned merchandise. If Palapa Company is responsible for an error resulting in the need to return an item, we will refund the cost of return shipping as well as the original payment for the item