Refund policy
At Palazo MX, your satisfaction is our priority. If you're not completely happy with your purchase, we're here to help make the return process as simple as possible.
Return Eligibility
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must:
- Be unused and in its original condition.
- Include all original packaging, accessories, and tags.
- Be free from damage caused by misuse or normal wear.
- Be accompanied by proof of purchase or your order confirmation.
How to Start a Return
To request a return, please contact our support team at:
Email: jcontrerasballesteros4@gmail.com
Please include:
- Your order number
- The reason for your return
- Photos of the item (if it arrived damaged or defective)
Once your request is reviewed and approved, we'll provide you with detailed return instructions, including the return shipping address.
Please do not send any items back without contacting us first, as unauthorized returns may not be accepted.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If you receive:
- A damaged item
- A defective product
- The wrong item
Contact us within 7 days of delivery so we can resolve the issue promptly. We may request photos to help us process your claim more quickly.
Non-Returnable Items
For hygiene, safety, and product-specific reasons, the following items cannot be returned unless they arrive damaged or defective:
- Pet food and treats
- Personalized or custom-made products
- Gift cards
- Clearance or final sale items
- Opened pet care or grooming products
- Any product that has been used or is not in its original condition
If you're unsure whether your item qualifies for a return, please contact us before submitting your request.
Exchanges
We currently do not offer direct exchanges.
If you'd like a different product, simply return the eligible item following our return process. Once your return has been approved, you may place a new order for the item you'd like instead.
Refund Process
Once your returned item has been received and inspected, we'll notify you of the outcome.
If your refund is approved:
- Your refund will be issued to your original payment method.
- Refunds are typically processed within 5–10 business days, depending on your payment provider or financial institution.
Please note that processing times may vary, and it may take additional time for your bank or credit card provider to post the refund to your account.
European Union Customers
If your order is delivered to a country within the European Union, you have the right to cancel or return your purchase within 14 days of receiving your order, in accordance with applicable consumer protection laws.
The item must be unused, in its original condition, and returned with all original packaging and proof of purchase.
Need Assistance?
If you have any questions regarding our Return & Refund Policy, we're always happy to help.