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Return & Delivery Policy at "Natural Palace"

We strive to make your experience with us comfortable and transparent. Please review our policies regarding returns, frozen product safety, and shipping procedures:


❄️ Our Commitment to Frozen Product Safety

At Natural Palace, we place the utmost importance on maintaining the quality of our frozen products so that they reach you in the best possible condition.


🔹 Quality & Delivery Commitment

  • Guaranteed Quality: All products are shipped frozen, ensuring delivery at the highest possible quality.
  • Cold Chain: We strictly follow a precise cold chain from the moment the product leaves our warehouse until it reaches your location.
  • Delivery Limits: To ensure products remain in perfect frozen condition, only two delivery attempts are allowed, in accordance with the shipping company’s policy.

📸 1. Return Conditions Upon Immediate Receipt (Proof Required)

Dear customer, you have the right to receive a product intact and as described.

If you notice any damage or shortage, please follow these steps carefully so we can assist you promptly:

  1. Take a clear photo of the shipment immediately upon receipt.
  2. Ensure the photo clearly shows the damaged area.
  3. Report the issue immediately through the store’s official contact channels.

⚠️ Important Note on Liability:

If the shipment is not documented with a photo at the time of receipt and is reported later, the store cannot be held responsible for compensation. This ensures accurate procedures and maintains the quality of frozen products.

❌ 2. No Returns for Change of Mind

We apologize, but returns are not accepted for change of mind or without a valid reason. This is due to:

  • Nature of our products: "Natural Palace" products are frozen food items. Due to their sensitivity, we cannot resell or reuse them once they leave the store, ensuring both your safety and the product’s integrity.

📍 3. Responsibility for Shipping Information (Accuracy Required)

  • Cost Responsibility: If an order is shipped to the wrong address or city due to incorrect customer input, the customer bears the full actual cost of reshipping or rescheduling as determined by the shipping company.
  • Actual Fees: These charges reflect the actual cost from the shipping company, not the discounted price shown on your original invoice.

Address Confirmation:

To ensure fast and accurate delivery, please verify your address and city before confirming your order. This guarantees your comfort and satisfaction 🤍