Refund Policy

Refunds & Returns

You may withdraw from your purchase within 14 days of receiving your order. This right applies to private consumers only (not legal entities).

Items must only be used to the extent necessary to inspect them, as you would in a physical store. If items show signs of use beyond this, we may reduce the refund based on the loss in value.

To request a return, email info@palapets.com within 14 days of receiving your order and include:

• Order number
• Order date
• Reason for return
• Email used for the purchase

Return shipping costs are paid by the customer unless the item is incorrect or defective.

Items must be returned within 14 days of submitting your return request, or proof of shipment must be provided within this period.

Refunds are processed within 14 days after we receive the returned item (or proof of return). We may withhold the refund until we receive the item or valid proof of return.

Original shipping costs beyond the standard delivery option are not refundable.

We reserve the right to cancel orders and request returns if a pricing error has resulted in a significantly incorrect price.

Defective Goods

We are responsible for defects that existed at the time of delivery and appear within the legal guarantee period.

If you discover a defect, please contact us at info@palapets.com within 2 months.

We are not responsible for damage occurring after delivery.

If a product is defective, we will repair or replace it. If this is not possible, a full refund will be issued.

We will respond to complaints within 15 days in writing.