Refund policy

We want you—and your furry friend—to love every purchase from Puppy Pals. If something isn’t quite right, we’re here to help with an easy and fair return process.

🔄 Returns

You can return eligible items within 14 days of receiving your order.

To qualify for a return:

The item must be unused, unwashed, and in its original packaging
All original tags, labels, and accessories must be included
The item must not be a clearance, customised, or perishable product (e.g. food, grooming items)

Non-returnable items:

Pet food or treats
Used or opened grooming products
Personalised or custom-made items
Clearance or final sale items

If you’re unsure whether your item qualifies, please email us before returning.

📩 How to Request a Return

Email us at Palspuppy42@gmail.com with your order number and reason for return.
Our team will review your request and provide return instructions.
Once we receive and inspect the item, we’ll notify you of the approval or rejection of your return.

Please note: Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.

💰 Refunds

If your return is approved, your refund will be processed to your original method of payment within 10–7 business days of receiving the item.

Shipping fees are non-refundable unless the return is due to our error.
If your refund is late or missing, please contact your bank or credit card provider first before contacting us.

📦 Damaged or Incorrect Items

If your order arrives damaged, defective, or you received the wrong item, please contact us within 48 hours of delivery. We’ll work quickly to make it right—either by sending a replacement or issuing a refund.

❓Need Help?

If you have any questions about returns, refunds, or exchanges, we’re here to help.

📧 Email: Palspuppy42@gmail.com
📍 Store Name: Puppy Pals

Thank you for shopping with Puppy Pals — Where every pet is family 🐾