Return & Refund Policy

We want you and your pet to be completely happy with your purchase. If something isn't right, we're here to help.

Last updated: July 26, 2026

Returns

We accept returns within 30 days of the delivery date. To be eligible for a return, items must be:

Unused and in their original condition
In the original packaging
Accompanied by proof of purchase

Non-Returnable Items

The following items cannot be returned:

Opened grooming or hygiene products
Perishable or consumable pet health products
Items marked as final sale
Gift cards

How to Initiate a Return

To start a return, email us at info@phalampet.com with your order number and reason for return. We will respond within 2 business days with return instructions. Do not send items back without prior authorization.

Refunds

Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that original shipping costs are non-refundable.

Exchanges

We offer exchanges for defective or damaged items. Contact us at info@phalampet.com within 7 days of receiving your order with photos of the damage.

European Union — 14-Day Cooling Off Period

If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Items must be in the same condition as received, unworn or unused, with tags, and in original packaging, along with proof of purchase.

Late or Missing Refunds

If you haven't received your refund after 10 business days, first check with your bank or credit card provider. If the issue persists, contact us at info@phalampet.com.