Refunds & Cancellations Policy

Cancellations:

• Order Adjustment Timeframe: You have the flexibility to modify or cancel your order within 6 hours of placing it. This window allows us to efficiently process and ship orders.
• Process for Modifying or Canceling Orders: To modify or cancel your order, please get in touch with our customer support team promptly. You can reach us at support@sualoja.com. Kindly provide your order number and relevant details to ensure quick and accurate processing.
• Shipped Orders: If your order has already been shipped, we are unable to cancel it directly. In this case, we kindly request that you receive the package as scheduled, and you can refer to our return and exchange policy for further assistance.

Refunds: 

• To be eligible for a refund, your item must be unused and in the same condition as when you received it. It must also be in the original packaging.
• We offer a 100% money-back guarantee on all products that are defective or damaged during shipping. Just let us know, and we will provide a return address and offer a replacement or refund, as per your preference.
• If you are unsatisfied with your order, please contact our support, and we will do our best to assist you.
• Customers will be responsible for paying return shipping costs.

We do not issue a refund if:

•  Your order does not arrive due to factors within your control (e.g., providing the wrong shipping address).
•  You can submit refund requests within 14 days after the guaranteed period for delivery (44 days) has expired. You can do it by sending a message to info@pawspalacestore.co.uk.