At Palmy Pet Store, we prioritize your satisfaction with every purchase and stand behind the quality of our products. If, for any reason, you are not completely satisfied with your order, we offer a straightforward returns and refunds policy tailored to meet your needs. Here's how it works:

Initiating a Return: To initiate a return, ensure that the item is unused, in its original condition, and with all tags attached. Returns are accepted within 30 days of the purchase date.

Refund Process: Our refund process is simple and efficient. Once we receive and inspect the returned item, refunds will be issued to the original payment method. Please allow 5-7 business days for the refund to be processed. To expedite the process, we recommend providing a video or photo of any defect or damage as proof for a refund or replacement.

Steps to Initiate a Return: Contact our customer service at support@palmy.store to start the return process, indicating the reason for the return and providing your order number. Await instructions on where to send the item. Upon receipt and confirmation of your return (typically within 72 hours), you will receive an email confirming the completion of the process. Refunds, if required, will be granted within 7 days. Please note that additional processing time may be required by your bank or credit card company, typically 3-5 working days.

Coverage Scenarios:

Customer Remorse: If the return is due to customer remorse, the customer is responsible for return shipping costs, and a refund will be issued for the cost of the item minus the original shipping fee.
Faulty Product: In the case of a faulty product, please provide clear images of the defect to support@palmy.store. We will arrange a return label, and upon inspection, a full refund will be issued.
Package Damaged: If your package arrives visibly damaged, please document the damage with photos and contact us immediately. We will work with the shipping carrier to resolve the issue and either send a replacement or issue a refund.
Wrong Size: If you received the wrong size, please contact us at support@palmy.store for further instructions. We will provide a return label, and upon receiving the item, we will send the correct size or issue a refund. For any questions or concerns related to returns and refunds, our customer service team is available at support@palmy.store.

Thank you for choosing Palmy Pet Store. We appreciate your trust and look forward to providing you with excellent service!

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