Refund policy

Return & Refund Policy

At Palapaw, your pup's happiness — and yours — comes first. If something isn't quite right with your order, we're here to make it right.

30-Day Return Window

We offer a 30-day return policy from the date you receive your order. You may request a return if:

  • The item arrived defective, damaged, or incorrect, or
  • You're simply not satisfied with your purchase.

To be eligible, the item must be in its original condition — unused, with all original packaging and tags intact.

How to Start a Return

All returns begin with a quick email to our care team:

📧 hello@palapaw.com

Please include the following in your message:

  • Your order number
  • A short description of the issue
  • Clear photos and a short video of the product (required for all return requests — this helps us evaluate the issue quickly and improve future quality)

Once we receive your request, our team will review it within 1–2 business days and reply with next steps, including the return shipping address and instructions.

⚠️ Please do not send items back without contacting us first — unauthorized returns cannot be processed or refunded.

Damaged, Defective, or Wrong Items

If your order arrived damaged or you received the wrong product, please contact us within 7 days of delivery with photos and a video. In these cases, we'll cover the return shipping and send a replacement or full refund — whichever you prefer.

Return Shipping

  • For defective, damaged, or incorrect items: Palapaw covers return shipping.
  • For change-of-mind returns: the customer is responsible for return shipping costs.

Refunds

Once we receive and inspect your returned item, we'll email you to confirm whether your refund has been approved.

  • Approved refunds are issued to your original payment method within 5–10 business days.
  • Depending on your bank or card issuer, it may take an additional few business days for the refund to appear in your account.

If more than 15 business days have passed since your refund was approved and you haven't received it, please reach out to hello@palapaw.com and we'll look into it right away.

Exchanges

The fastest way to get the item you want is to:

  1. Request a return for your current item, and
  2. Place a new order for the replacement once your return is approved.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Items that have been used or washed
  • Items returned without original packaging
  • Final sale or discounted items marked as non-returnable
  • Gift cards

EU Customers — 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel your order within 14 days of receipt, for any reason and without justification. The item must be returned unused, in its original condition and packaging, along with proof of purchase.

Questions?

We genuinely want to help. Reach out anytime:

📧 hello@palapaw.com 🕐 Response time: within 24 hours, Monday–Friday

Thank you for choosing Palapaw — and giving your pup calmer, happier mealtimes. 🐾