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

• Eligible unused items may be returned within 14 days of delivery, unless an exception applies.
• Items that have been used, placed inside a pet enclosure, or exposed to bedding, moisture, odors, pet hair, stains, chewing, or pet activity are not eligible for return.
• Personalized, custom-made, made-to-order, clearance, final sale, and gift card items are not eligible for return unless they arrive damaged, defective, or incorrect.
• 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, VAT, customs fees, import fees, and return shipping costs are non-refundable unless the issue was caused by our error or where required by law.

Returns

Eligible unused items may be returned within 14 days of delivery.

To be eligible for a return, the item must be:

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

Customers may inspect the item as they would in a store, but items that have been used beyond inspection, placed inside a pet habitat, or exposed to bedding, moisture, odors, pet hair, stains, chewing, or pet activity are not eligible for return.

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

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

Replacements or Refunds

For returns due to customer-related reasons, the customer is responsible for return shipping costs.

Original shipping fees are non-refundable unless the issue was caused by our error or where required by law.

We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

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.

Wooden Products

Our wooden products are designed for small pet habitats, but wood is a natural material and may react to moisture, chewing, staining, or repeated contact with bedding or waste.

To help extend the life of your wooden product, we recommend keeping it dry, spot-cleaning only when needed, and allowing it to fully air dry before placing it back into the enclosure.

Damage caused by soaking, harsh cleaning products, improper cleaning, chewing, staining, or normal pet use is not considered a defect.

Custom & Personalized Products

Custom, personalized, or made-to-order items are final sale once production has started.

This includes, but is not limited to, custom pet keychains, personalized name tags, made-to-order designs, or any item created specifically for your order.

These items cannot be returned, exchanged, or refunded for change-of-mind reasons unless they arrive damaged, defective, or incorrect.

If you notice an issue with your custom item preview, please contact us before production begins. Once the design is approved and production has started, changes or cancellations may not be possible.

Approved Returns

If a return is approved by WildPalz, the item must be returned in the condition described above.

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

Refunds will only be processed after the returned item has been received and inspected.

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, packed, shipped, or entered production.

For custom, personalized, or made-to-order items, cancellations may not be possible once production has started.

Questions

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

📧 support@wildpalz.com