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Refund and Returns Policy

Our policy at lasts for 30 days. If 30 days have passed since your product has been delivered, we regret that we cannot offer a refund or exchange. reserves the right to cancel an order at their discretion. An order is only considered complete when the product has been delivered.

To be eligible for a return, your item must be unused and in the same condition that you received it, with the original packaging intact.

Several types of goods are exempt from being returned. These include perishable goods such as food, flowers, newspapers, or magazines; intimate or sanitary goods; hazardous materials; and flammable liquids or gases. will not be held responsible for any accidents that your pets may experience as a result of using our products. We will not issue refunds under any circumstances due to accidents or injuries sustained while using our products.

If a product is defective in any way, do not allow your pet to play on it until the issue has been resolved with a replacement part, which we will send out free of charge.

Additional non-returnable items include:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted, such as:

  • Books with obvious signs of use
  • Opened CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records
  • Items not in their original condition, damaged, or missing parts for reasons not due to our error

Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 days.

Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank, as there is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable) Only regular-priced items may be refunded; sale items cannot be refunded.

Exchanges (if applicable) We only replace parts or items if they are defective or damaged. If you need a replacement part sent out, send us an email at, and we will send out a new part immediately. This may take 3-5 working days, as per our delivery and shipping terms.

Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, who will find out about your return.

Customers are responsible for paying the shipping costs for returning items. Due to the location of our warehouses, this may require shipping products back to our European warehouses.

The cost of postage for replacing damaged spare parts will be covered by, and this includes parts damaged in transit or warranty claims.

Please note, all warranty claims will be forwarded to the manufacturer of the product and they will make a decision based on the evidence provided.

If they are not able to determine the fault via photo / video evidence, customers would need to post the item to our manufacturer for inspection.

Should a manufacture fault be found, all shipment costs for a warranty claim will be refunded. If no fault can be found, or evidence of self inflicted damage is discovered, no refund will be provided and customers would be responsible for re-posting the item back.

All replacement parts are shipped within 10 working days of being notified. Depending on where you live, the time it may take longer.

Pet Palace may be able to assist with a collection of any items but the cost of collection including  a small administration charge will be passed on to the customer and deducted from any refund amount.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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