Refund Policy

Last updated: August 24, 2026

We want you and your pet to be happy with every purchase. If something is not right, here is exactly how returns and refunds work.

Return window

You can request a return within 30 days of the delivery date. Start your return by emailing support@pets-palace.org with your order number and what you would like to return.

How a return works

1. Request. Email us with your order number and the reason for the return.
2. Approval. We review your request and email you the return instructions and the return address. Please do not ship anything back before you have those, because packages sent to the wrong address cannot be processed.
3. Ship it back. Pack the item carefully and send it with tracking. Return shipping is at your own cost, unless the item arrived damaged, defective or wrong, in which case we cover it.
4. Refund. Once the item arrives and has been checked, we refund you within 10 business days to your original payment method. You get an email as soon as the refund is on its way.

Condition

Items must come back unused and in their original, undamaged packaging, with all tags and accessories included. Please do not tape or write on the product packaging itself.

What cannot be returned

• Personalized and custom made items. Anything printed, engraved or made with your pet's name or photo is made for you alone and cannot be resold, so it is not returnable unless it arrives damaged, defective or different from what you ordered.
• Opened food, treats and supplements, for hygiene and safety reasons.
• Final sale items, where clearly marked as such.

Damaged, defective or wrong item

That is on us. Email us within 14 days of delivery with your order number and photos, and we will send a replacement or a full refund, whichever you prefer. You do not pay for return shipping in that case, and for many items we will not even ask you to ship it back.

Cancelling an order

Changed your mind? Email us as soon as possible. If your order has not entered production or shipping yet, we cancel it and refund you in full. Personalized items can only be cancelled before production starts.

Exchanges

The fastest way to exchange something is to return the original item for a refund and place a new order.

Questions

Email support@pets-palace.org and we will reply within one business day.