exchange POLICY

exchange POLICY


This Return Policy is an effort by Willow Pet Palace to continuously provide the signature quality customer service that its patron has loved them for. This Policy will provide the Company’s employees, staff, and even the customers themselves with the procedures, guidelines, limitations, and legal considerations about the management of returned products in cases of issues regarding quality and condition of products and goods purchased from Willow Pet Palace.

This Policy will help and guide the Company’s employees, staff, and even the customers themselves, in the procedures, guidelines, limitations, and legal considerations on the management of returned products that are:

  • Defective in quality or production
  • Of the wrong size
  • Not identical to the product ordered
    This policy will NOT cover specific items or items under certain conditions, such as:
  • Perishables
  • Items that have been damaged or used by the customer
  • Items that are not in an identical state to when the customer received the product
  • Items that have exceeded 30 days from the date of purchase.
    Please note that change of mind is not considered a valid ground for returning a purchased product.
    Upon receiving the defective item, the said item will be subject to Willow Pet Palace’s policies and procedures of quality checking and damage assessment. Only upon close examination and confirmation of whether the conditions of the returned item are adhering to our return policy will it be considered eligible for a replacement/exchange.

Items purchased from the Company can be returned or exchanged for store credit (30) days from the date of purchase.

If a returned item is found to be wrong sized, defective or inferior in production quality, the said item is eligible for a replacement.
If an item you have recently purchased matches the description above, kindly follow the following steps to proceed with the exchange request:

To start your return Click the link below  “ START RETURN

Enter in your order number and shipping zip code on the order, then click “Look up order”

Choose the products you wish to return. All items that are ineligible for a return will not allow you to choose them. If you purchase more then 1 quantity of an item, adjust the quantity according to the number of units you wish to return. If you are not returning a specific item in your order, please mark the quantity to that product down to Zero.

Choose you reason for return. Then click Submit Request

On the next screen you will be able to print out you return label and follow the directions to return the package. 

Product must be in new condition with tags and packaging intact. The item(s) must be clean and free of dog hair and are subject to inspection. All returns are subject to a restocking fee of up to $5 per item if these conditions are not met.

Please allow our team 1-3 business days to inspect and process your E-Gift Card

We recommend that you hang on to the tracking number in the event you need to track your package. 

Refunds only apply to Items that have yet to be shipped out. Once an item is shipped, customer will have to follow return policy where they will receive their refund in the form of an E-Gift Card from Willows Pet Palace.

All Items subject to this Policy must be returned in their normal packaging condition or unused condition if purchased with damages or defects. The condition of all returned items will undergo a strict assessment process by the officer in charge.-

This policy is drafted and created by the management team of Willow Pet Palace under current US law concerning the consumer guarantees act (CGA).