Refund policy

Effective Date: July 21, 2026
Last Updated: July 21, 2026

1. THE 14-DAY RETURN WINDOW

We want you and your pet to love your purchase. Because we specialize in premium, hygienic pet accessories and apparel, we maintain strict return guidelines to ensure the safety and health of all pets in our community.

We offer a strict 14-day return window. You have exactly 14 days after the delivery date of your package (as tracked by the shipping carrier) to request a return. Any requests made after 14 days from delivery will not be accepted.

To be eligible for a return, your item must be in the exact condition that you received it:

  • Unused, unworn, and unwashed.

  • With all original tags and packaging intact.

  • Strictly free of pet hair, pet odor, dander, or dirt. Due to hygienic reasons and pet health regulations, any returned item found to contain pet hair, stains, or odor will be rejected immediately and discarded without a refund or store credit.

2. 2-HOURs ORDER CANCELLATION TIMEOUT

We process orders rapidly with our global fulfillment partners to ensure the fastest possible delivery to your door.

  • Cancellation Window: You have exactly 2 hours from the moment of purchase to request an order cancellation.

  • Processed Orders: Once the 2-hour window has passed, or if your order has already been processed and fulfilled by a partner warehouse, the order cannot be cancelled, redirected, or refunded under any circumstances.

3. DAMAGES, DEFECTS, & INCORRECT ITEMS (REQUIRED PROOF)

Please inspect your order immediately upon delivery. If your item arrives damaged, defective, or incorrect, you must report the issue to us immediately on the same day through our official email. 

To evaluate the issue and process a replacement, we require the following verification:

  1. Photographic Proof: High-resolution photos showing the packaging, the shipping label, and the specific defect.

  2. Video Proof: A short, clear video showing the product's functionality and demonstrating the exact damage or defect.

  3. Submission: Submit both the photos and video to our official contact page or email us at urpetpalace@gmail.com 

Note: We cannot process any replacements, returns, or refunds for damaged or defective claims without both photographic and video verification on file.

4. REFUNDS & STORE CREDIT POLICY

To ensure the fastest possible resolution and allow you to find a suitable replacement product immediately, all approved returns are issued via Store Credit:

  • Store Credit Issuance: Approved returns will be issued store credit in the form of a Digital Gift Card sent directly to your email.

  • Cash Refunds: Cash refunds to the original payment method are reserved strictly for verified cases where an item is defective, damaged, or incorrect, and a replacement cannot be provided.

  • Non-Refundable Fees: Original shipping charges are non-refundable. The cost of return shipping is the sole responsibility of the customer. We do not provide prepaid return shipping labels.

5. EXCHANGES

The fastest way to get a replacement item is to return your original item under our guidelines. Once your return is accepted and your store credit digital gift card is issued, you can instantly make a separate purchase for the new item on our storefront.

6. HOW TO INITIATE A RETURN

To start a return, please visit our Contact Us page or email us at urpetpalace@gmail.com with your order number, date, reason for return, and the required photo/video proof if the item is damaged or any other issue.

Important Note: Do not send your purchase back immediately to the manufacturer or supplier. Please follow our guidelines and contact us through our official email.