30-Day Returns
You have 30 days from the date of delivery to return any item. Items must be unused, in their original packaging, and in the same condition as received.
How to Return an Item
- Email us at info@thepawpalace.store with your order number and reason for return
- We'll send you a prepaid return label (UK orders)
- Pack the item securely and drop it off at your nearest post office
- Once received and inspected, your refund will be processed within 5–7 business days
Damaged or Faulty Items
If your item arrives damaged or faulty, please contact us within 48 hours of delivery with photos of the damage. We will send a replacement immediately at no cost to you — no need to return the original item.
Refunds
Refunds are issued to the original payment method used at checkout. Please allow 5–7 business days for the refund to appear in your account after we have processed it. You will receive an email confirmation when your refund has been issued.
Exchanges
We're happy to exchange items for a different size or colour where available. Contact us to arrange an exchange and we'll guide you through the process.
Non-Returnable Items
For hygiene reasons, certain items such as opened grooming products cannot be returned unless they are faulty. Please check product listings for specific return eligibility.
Contact Us
For all returns and refund enquiries, please contact us at info@thepawpalace.store. We aim to respond within 24 hours and will always do our best to resolve any issues quickly and fairly.