Return & Refund Policy

Your happiness with every pet product you shop from Palorviaβ„’ (Wags N Whiskers Pet Store) is our top priority. This clear return and refund guideline outlines our process for returns, item swaps and money-back requests, so you can shop all your furry friend essentials with total peace of mind.

1. Return Eligibility

You have a 30-day return window starting the day your package is delivered to you. For a return request to get approved:
  • The product must stay unused and keep its original brand-new condition
  • All original packaging, tags and accessories (if included with purchase) must remain unbroken
  • You need to provide valid purchase proof such as your order confirmation email or receipt
We reserve the right to decline returns for goods that fail to meet these requirements.

2. Steps to Submit a Return Request

Before mailing anything back, send your return inquiry to our official email:

service@palorvia.com
Once our support team reviews and approves your application:
  • We will send you a dedicated pre-made return shipping label
  • You will also receive detailed guidance covering packing steps and delivery destination
⚠️ Important Note: Any returned parcel shipped without our prior written authorization will not be inspected or processed.

3. Damaged, Defective or Wrong Items

We recommend you unpack and inspect your pet supplies right after delivery.

Should you receive a broken, faulty product, or an item different from what you ordered, please message our support team promptly. We will work out a suitable solution for you, which can be a free replacement or full refund based on the situation.

4. Items Not Eligible for Return

For hygiene & policy reasons, the following categories cannot be returned:
  • Perishable pet goods (including pet food, treats, edible chews)
  • Custom engraved / personalized pet accessories
  • Digital gift cards & store credit vouchers
  • Clearance sale and limited-time promotional items
If you are uncertain whether your purchase qualifies for return, feel free to reach out to our team first before arranging shipment back.

5. How to Request an Exchange

If you would like to swap your item for another variant or product:
  1. Follow our standard return procedure to send back the original item
  2. Place a brand new checkout order for the replacement item you want
This workflow helps us fulfill your exchange request in the quickest possible timeframe.

6. International Orders for EU Shoppers

For any order delivered to countries within the European Union, you hold the right to cancel or return your purchase within 14 calendar days, with no reason needed.

Applicable conditions:
  • Goods must be unused and kept in original factory packaging
  • Valid purchase documentation must be presented

    This consumer right works alongside our regular 30-day domestic return policy.

7. Refund Processing

After we receive your returned parcel and finish quality inspection, we will send you an update regarding your refund outcome.
  • Approved refunds will be sent back to your original payment account
  • Please allow up to 10 business days for our finance team to complete the payout
  • Banking institutions or card issuers may take extra processing time to post funds to your account
If you have not received your refund 15 business days after our approval notification, contact us via service@palorvia.com for follow-up assistance.