Refund policy

Refund Policy - PawPalace

At PawPalace, we want you and your pets to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a hassle-free return and refund process. Please review our refund policy below:

1. Returns

• Eligibility for Returns: You can return most new, unused items within 30 days of receiving your order for a full refund. Items must be in their original condition, including packaging, tags, and any accessories.
• Non-Returnable Items: Some items, such as personalized products, opened food or treats, and hygiene products (e.g., grooming tools or bedding), cannot be returned for health and safety reasons.

2. How to Return an Item

To return an item, please follow these steps:

1. Contact Us: Reach out to our customer service team at [email protected] or call us at 1-800-123-4567 to initiate the return process.
2. Provide Order Information: Provide your order number and a description of the item(s) you wish to return.
3. Return Authorization: Our team will issue a Return Authorization (RA) number and guide you on how to send the product back to us.
4. Return Shipping: You will be responsible for the cost of return shipping, unless the item was damaged or defective upon arrival. We recommend using a trackable shipping service to ensure the item reaches us safely.

3. Refund Process

• Refund Method: Once we receive and inspect the returned item(s), we will process your refund. Refunds will be issued to the original payment method used at the time of purchase.
• Processing Time: Please allow 7-10 business days for your refund to be processed and reflected in your account after we receive the returned item.
• Restocking Fee: We do not charge a restocking fee for returns; however, the return shipping cost is non-refundable unless the item was defective or incorrect.

4. Exchanges

If you would like to exchange an item for a different size, color, or product, please follow the return process outlined above and place a new order for the item you wish to exchange. We will process the return and refund for the original item once received.

5. Damaged or Defective Items

If your item is damaged or defective upon arrival, please contact us within 7 days of receiving your order. We will arrange for a replacement or full refund, and we will cover the return shipping costs for damaged or defective items.

6. Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again. If the refund is not showing up, contact your credit card company or bank, as there may be a delay in processing. If you’ve done this and still have not received your refund, please contact us at [email protected].

7. Contact Us

If you have any questions or need assistance with your return or refund, please reach out to our customer service team:

Email: [email protected]
Phone: 1-800-123-4567