Refund Policy
At Paila Pet Store, we stand behind everything we sell. If you are not completely satisfied with your purchase, we offer refunds under the terms below.
1. Return Window
You have 30 days from the date of delivery to request a return. To be eligible, items must be unused, in their original packaging, and in the same condition you received them.
2. Non-Returnable Items
- Opened pet food, treats, and consumables (for hygiene and safety reasons)
- Personalised or custom-made items
- Gift cards
- Items marked as final sale
3. How to Request a Refund
Email contact@pailapetstore.com with your order number and reason for return. Once approved, we will send you a prepaid return shipping label.
4. Refund Processing
Once your return is received and inspected, we will notify you of the approval status. Approved refunds are processed within 3–5 business days to your original payment method. Depending on your bank, it may take an additional 5–10 business days for the refund to appear on your statement.
5. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery with a photo of the item. We will replace it or issue a full refund, including shipping costs, at no charge to you.
6. Late or Missing Refunds
If you have not received your refund after 10 business days, first check with your bank or card issuer. If the issue persists, contact us at contact@pailapetstore.com and we will investigate immediately.
7. Exchanges
The fastest way to get a different item is to return the original for a refund and place a new order.
Last updated: July 1, 2026