Return & Refund Policy

At WildPalz, we design hideouts and small pet essentials to create safe, comfortable spaces for small pets. Because our products are placed directly inside pet enclosures, we cannot accept returns on items that have been used, placed inside a pet habitat, or exposed to bedding, moisture, odors, or pet activity.

To keep things clear and fair for both our customers and our small business, please review our policy below.

Quick Summary

• We do not accept returns for change-of-mind purchases.
• Items that have been used or placed inside a pet enclosure are not eligible for return.
• If your item arrived damaged, defective, or incorrect, please contact us within 14 days of delivery.
• Eligible cases may receive a replacement, partial refund, or full refund at WildPalz’s discretion.
• Original shipping fees, duties, taxes, customs fees, and return shipping costs are non-refundable unless the issue was caused by our error.

Returns

We currently do not accept returns for change-of-mind purchases.

Because WildPalz products are intended for direct use inside pet enclosures, any item that has been used, placed in an enclosure, or exposed to bedding, moisture, odors, or pet activity is not eligible for return.

Please do not send items back without contacting us first. Unauthorized returns may not be accepted.

Replacements or Refunds

You may be eligible for a replacement, partial refund, or full refund, at WildPalz’s discretion, if you contact us within 14 days of delivery and one of the following applies:

• Your item arrived damaged during shipping
• Your item arrived defective
• You received the wrong item

To request a review, please email us at support@wildpalz.com within 14 days of delivery.

Please include:

• Your order number
• The email address used for the order
• Clear photos or videos showing the issue
• Photos of the packaging and shipping label, if the item was damaged in transit

Requests submitted more than 14 days after delivery will not be eligible for review.

Non-Returnable / Non-Refundable Situations

We do not accept returns or issue refunds for the following:

• Change-of-mind purchases
• Incorrect item selected by the customer
• Items that have been used or placed inside a pet enclosure
• Items exposed to bedding, moisture, odors, or pet activity
• Damage caused by improper use, handling, cleaning, or installation
• Normal wear and tear after use
• Personalized, custom-made, or made-to-order items
• Pre-order items marked as final sale
• Clearance or final sale items
• Gift cards

Natural Material Variations

Many WildPalz products are made from natural or handcrafted materials, including wood, ceramic, and resin.

Because of this, slight variations may occur, including:

• Natural wood grain differences
• Minor color variations
• Small handcrafted texture differences
• Slight size variations

These are normal characteristics of natural or handmade products and are not considered defects.

Approved Returns

In rare cases where a return is approved by WildPalz, the item must be:

• Unused
• Unwashed
• In its original condition
• Returned in its original packaging
• Free from pet hair, bedding, moisture, odors, stains, or signs of pet use

WildPalz reserves the right to refuse a return if the item shows signs of use, contamination, damage after delivery, or exposure to a pet habitat.

For returns due to customer-related reasons, if approved, the customer is responsible for return shipping costs. Original shipping fees are non-refundable.

International Orders

International customers are responsible for any customs duties, taxes, VAT, import fees, or brokerage fees charged by local authorities.

These fees are non-refundable.

If a package is refused, unclaimed, returned due to unpaid customs fees, failed delivery, or incorrect address information, the customer may be responsible for any return shipping fees, reshipment fees, or related costs.

Refund Processing

If your request is approved, we will notify you by email.

Approved refunds will be issued to your original payment method within 10 business days. Please note that processing times may vary depending on your bank, credit card provider, or payment service.

If you have not received your refund within 15 business days after approval, please contact us at support@wildpalz.com.

Order Cancellations

If you need to cancel or change your order, please contact us as soon as possible at support@wildpalz.com.

We will do our best to help, but cancellations or changes may not be possible once the order has been processed or shipped.

Questions

If you have any questions about your order or this policy, please contact us at:

📧 support@wildpalz.com