Refund policy
1. RETURN & REFUND POLICY
We want you and your pet to love every PawPalette order. If something isn't right, here is how returns and refunds work.
30-day returns You can return most items within 30 days of delivery if they are unused, in their original condition and in their original packaging. [CHECK: 30 days]
Items we cannot accept back
- Opened food, treats, chews, toppers and supplements (for health and safety reasons).
- Items that have been used, washed or damaged after delivery.
- Custom or personalized items.
Damaged, defective or wrong items If your order arrives damaged, defective or not what you ordered, contact us within 7 days of delivery with your order number and a photo. We will replace the item or refund you, including shipping. [CHECK: 7 days]
How to start a return
- Contact us through the Contact page with your order number and the reason for the return.
- We will reply with return instructions and the return address. Some items are fulfilled by partner suppliers, so the return address may differ from where your order shipped.
- Ship the item back. Return shipping costs are paid by the customer unless the item was damaged, defective or incorrect. [CHECK: who pays return shipping]
Refunds Once your return is received and inspected, we will refund the item price to your original payment method, usually within 5 to 10 business days. Original shipping charges are not refunded unless the return is due to our error.
Exchanges If you need a different size or color, contact us and we will help arrange an exchange, subject to availability.
Questions Please reach out through our Contact page. We're happy to help.