Return Policy
Welcome to Ava’s Pet Palace!
Ava’s Pet Palace is owned and operated by Ava’s Pet Palace LLC.
This Return Policy applies to all products purchased through:
Our Return Policy forms part of, and must be read in conjunction with, our Terms and Conditions, Privacy Policy and Shipping Policy. We reserve the right to change this Return Policy at any time.
Only refunds are made, once the product has reached its destination and has been received by the buyer, no refunds are made for products that are in transit to be delivered or have not yet been delivered.
Shipping costs are not refundable. Our Refund Policy does not affect your statutory rights.
RETURNS
Customer satisfaction with our products is important to us, so we make returns and refunds, if the customer is not satisfied with our products. Purchases made on our website may be returned for a refund within 5 days from the date of delivery. If 5 days have passed since the delivery of the product, we cannot offer you a refund.
Customers are responsible for the shipping costs and handling charges associated with shipping items back to us.
Please email for return instructions.
CONDITIONS OF RETURN
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We will need to know your order number.
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Items must be in its original condition (unmarked, unaltered, and undamaged).
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All returns must be accompanied with your invoice as proof of purchase.
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Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the products. Please package the product securely.
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Shipping return costs and handling charges are non-refundable.
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Ava’s Pet Palace reserves the right to reject any returns which do not comply with our Refund Policy. Returns that do not fulfil our return policy may be shipped back to the client at their own cost.
ORDER CHANGES AND CANCELLATION
You can email to request a cancellation or make any changes to your order. We are only able to cancel or change your order if it is still currently processing. Unfortunately, Ava’s Pet Palace cannot make any changes for orders that have already shipped.
DEFECTIVE OR DAMAGED PRODUCTS
We do our best and our best effort to prevent any damage to your goods during transit it is possible that problems may arise. We apologize for the inconvenience presented; our goal is always to provide the best service (Only in these cases the shipping cost will be refunded).
We only replace items if they are defective or damaged. If you need to exchange it for the same item or you need a refund, please send us an email at with your order number.
Remember that you have 14 days from the day of delivery of the product to request an exchange of the product for an equal or similar one or to request a refund.
PROCESSING YOUR REFUND
Once your return has been received and accepted, please allow 7 to 10 business days for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your expense. If your return has been accepted, your refund will be issued and you will receive a return confirmation email. Your refund will be completed via the original payment method, with the amount of return shipping deducted from your refund.
UNDELIVERABLE PACKAGE
Undeliverable packages that are returned to us will not automatically be re-shipped. If you would like to make any changes to the delivery address, you are responsible for any re-shipping fees.
SHIPPING COSTS
You will be responsible for paying for your own shipping costs for returning your product. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Please make sure to record your tracking number because we cannot issue a refund until our office confirms receipt of the returned merchandise. We are not responsible for lost packages.
CONTACT US
If you have questions about this Return Policy, please contact us with this form. Or send an email to: