Refund policy

1. Introduction

Thank you for shopping at Pet Palace! We value our customers and aim to provide high-quality products and services. If you are not completely satisfied with your purchase, please review our return and refund policy below.

2. Eligibility for Returns

Returns must be requested within 14 days from the date of purchase or delivery.
Items must be:
- Unused
- In their original condition
- In the original packaging
Pet food and treats can only be returned if the packaging is unopened and sealed.
A valid receipt or proof of purchase is required for all returns and exchanges.

3. Non-Returnable Items

The following items cannot be returned or exchanged:

Used products or products removed from original packaging
Opened food or treats
Wet food products
Certain dry food products
Veterinary medical products
Products requiring special storage conditions (refrigerated or temperature-sensitive items)
Hygiene-related items including:
- Pet clothes
- Pads
- Grooming or sanitary products

4. How to Return an Item

In-Store Returns

You may return eligible items to any Pet Palace branch with the original receipt and packaging.

Online Returns

For online orders, please contact our customer support team to initiate the return process. Our team will provide return instructions and support.

Phone: 01091679764

5. Refunds & Exchanges

Refunds

Refunds will be processed to the original payment method used during purchase.

Please allow:

5–7 business days for processing refunds after the returned item is inspected and approved.

Exchanges

Customers may exchange eligible items for:

Another item of equal value
Store credit

If the replacement item has a higher value, the customer must pay the price difference.

6. Shipping Costs

Return shipping costs are the responsibility of the customer unless:
- The item is defective
- The wrong item was received
Original shipping fees are non-refundable unless the error was caused by Pet Palace.