Refund policy

No Returns

All sales are final. We do not accept returns or exchanges under any circumstances. Please review your order carefully before completing your purchase.

Refunds

We stand behind the quality of our products. If you are unsatisfied with your order, you may request a refund within 30 days of the delivery date, subject to the conditions below.

Eligibility

To be considered for a refund, you must:

Submit your request within 30 days of the date your order was delivered.
Provide a clear written explanation of why you are unsatisfied with your item.
Include supporting visual evidence — this must consist of photographs and/or video that sufficiently document the issue (e.g. defect, damage, significant discrepancy from the product listing).

Refund requests submitted without adequate evidence will not be approved. We reserve the right to determine, at our sole discretion, whether the evidence provided is sufficient to warrant a refund.

How to Request a Refund

Email us at theofficialpetspalace@gmail.com with the subject line: Refund Request – Order #[Your Order Number].

Your email must include:

Your order number
A description of your concern
Photos and/or video clearly showing the issue

We will review your submission and respond within 3–5 business days.

Damages & Incorrect Items

If your item arrives damaged, defective, or is not what you ordered, please contact us at theofficialpetspalace@gmail.com immediately upon receiving your package. Include your order number and photographic or video evidence of the issue so we can make it right.

Non-Refundable Items

The following are not eligible for refunds under any circumstances:

Sale items and discounted purchases
Gift cards
Items where the 30-day window has elapsed

Processing

Once your refund request has been reviewed and approved, you will be notified by email. Approved refunds are applied to your original payment method and typically process within 10 business days. Please allow additional time for your bank or card provider to post the credit.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at theofficialpetspalace@gmail.com.

European Union — 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification, in accordance with applicable EU consumer law. To exercise this right, contact us at theofficialpetspalace@gmail.com within 14 days of receiving your item.