Returns and Refunds

Returns & Refunds Policy

Our Promise

At Paila, your satisfaction (and your pet's!) is our priority. If you're not happy with your purchase, we're here to make it right.

Return Eligibility

  • Items must be returned within 30 days of the delivery date.
  • Items must be unused, unopened, and in original packaging.
  • Food, treats, and perishable items cannot be returned once opened for hygiene reasons.
  • Sale items are final sale and not eligible for return unless faulty.

How to Start a Return

  1. Email us at contact@pailapetstore.com with your order number and reason for return.
  2. We'll send you a prepaid return label within 1 business day.
  3. Drop the package off at any authorised shipping location.

Refunds

Once we receive and inspect your return, we'll process your refund within 3–5 business days. Refunds are issued to your original payment method.

Damaged or Faulty Items

If your item arrived damaged or defective, please contact us within 7 days of delivery with a photo. We'll send a replacement or issue a full refund at no cost to you.

Questions?

Email us at contact@pailapetstore.com.