Effective date: 22 August 2026
1.1 This policy applies to everything you buy from Wow Pets Palace - pet products, accessories, food, GPS devices and the GPS subscription.
1.2 We are the seller of everything we list. If something goes wrong, you deal with us. Not a third party, not a manufacturer.
1.3 Two things on the Platform are not covered by this policy, because we are not the seller:
1.4 Your legal rights come first. Where the law where you live gives you more than this policy, the law applies. Sections 10 to 13 set out those rights by country.
1A.1 We do not manufacture any product we sell. Every product is sourced from third-party manufacturers and suppliers.
1A.2 We select and sell products; we do not design, engineer or make them. We do not control manufacturing processes, materials, component sourcing or quality control at the point of production.
1A.3 Product specifications, performance figures, compatibility claims and technical descriptions are provided by the manufacturer. We pass them on in good faith but we do not independently test or verify them.
1A.4 Where a product has a manufacturer's warranty, that warranty is given by the manufacturer on the manufacturer's terms. Section 5 explains how to claim.
1A.5 None of this changes the rights you have against us as your seller under the consumer law that applies to you. It explains where problems originate and who stands behind what.
2.1 How long you have depends on where you live.
| Where you are | How long |
|---|---|
| EU / EEA | 14 days from delivery, without giving a reason. This is a legal right and we cannot shorten it |
| Albania | 14 days from delivery |
2.2 We ship only to Albania and the EU/EEA. If we open other markets, the applicable window will be stated at checkout for those markets.
2.3 You pay the cost of returning the item. Where you cancel because you have changed your mind, the direct cost of returning the goods to us is yours. We do not provide a free returns label for change-of-mind returns and we do not reimburse your return postage.
2.3.1 Return cost depends on the carrier and destination. We ship through FedEx, DHL and other carriers, and return costs vary by carrier, country, weight and size. Check the current cost with the carrier before you return an item.
2.3.2 Use a tracked service. Until we receive the item it remains your responsibility. If it is lost on the way back to us, we cannot refund you.
2.4 Items must be in the condition you received them, unused, and in their original packaging.
2.5 You can inspect what you bought. Opening the box, looking at an item and trying it as you would in a shop will not cost you your refund. Using it beyond that will reduce your refund, by an amount reflecting the loss in value.
2.6 Some items cannot be returned for change of mind - see §4.
2.7 This section is about changing your mind. If an item is faulty or not as described, section 3 applies instead, the time limits above do not, and you do not pay anything.
3.1 If something arrives faulty, damaged, expired, misdescribed, or is not what you ordered, tell us and we will put it right.
3.2 We choose the remedy from those available under the law that applies to you - normally repair or replacement first, and a refund where repair or replacement is not possible, would be disproportionate, or fails.
3.3 Return postage for a genuinely faulty or incorrect item is at our cost. We will provide a prepaid label or reimburse reasonable costs. This applies only where the item is actually faulty or incorrect.
3.4 What is not a fault:
3.5 Please tell us promptly. Report visible damage or an incorrect item within 14 days of delivery where you can. This is not a deadline on your legal rights - it helps us resolve the problem and pursue our supplier. Reporting later does not cost you your rights.
3.6 We may ask you to help us establish the fault - a photograph, a description of what happens, or the item itself for inspection. If inspection shows the item is not faulty, we will return it to you and may charge the cost of return, having told you first.
3.7 This is not limited to 14 days. EU and UK consumers have at least two years - see §§10 and 11.
3.8 None of the exclusions in §4 apply here. Those are about changing your mind. If an item is genuinely faulty or not as described, your rights apply regardless of what it is or whether it has been opened.
These exclusions apply only to changing your mind. They never affect your rights for faulty, expired or misdescribed items - see section 3.
4.1.1 We do not accept change-of-mind returns of pet food, treats or other consumables in any of the following cases, which cover the great majority of food orders:
4.1.2 Food safety is why. Once food has left us we cannot verify how it has been stored, and we will not resell food whose storage history is unknown. This protects the animals of every other customer.
4.1.3 Where an EU or UK consumer returns sealed, unopened, non-perishable food within the statutory 14-day period, we will accept it, because the law requires us to. Outside the EU/EEA and Albania we do not currently sell.
| Item | Change-of-mind return? |
|---|---|
| Used grooming tools, litter trays, bedding, toys | No - hygiene |
| Personalised items - engraved tags, custom collars | No - made to your specification |
| Prescription or veterinary-supply items | No - safety and regulatory |
| Digital content, once download or streaming has begun | No, where you agreed and acknowledged this |
| Sealed items unsealed after delivery, where return is unsuitable for health protection or hygiene reasons | No |
| Everything else, including GPS devices | Yes, within the window in §2.1 |
5.1.1 We do not manufacture any product we sell (§1A). Where a product carries a warranty, that warranty is given by the manufacturer, on the manufacturer's terms.
5.1.2 Warranties differ from product to product. There is no single Wow Pets Palace warranty covering everything we sell. The warranty for each product - its length, what it covers, and what it excludes - is stated on that product's page. Check it before you buy.
5.1.3 Some products carry no warranty at all. Consumables, food and low-value accessories generally do not. Where no warranty is stated, none is given.
5.1.4 Warranty length is counted from delivery unless the product page says otherwise.
Unless the product page says otherwise, a manufacturer's warranty will not cover:
5.3.1 Come to us, not the manufacturer. Although we did not make the product, we sold it to you and we will handle the claim.
5.3.2 You pay the cost of sending the item to us. We pay the cost of returning a repaired or replaced item to you.
5.3.3 Use a tracked service. Until we receive the item it remains your responsibility, and we cannot replace an item lost on its way to us.
5.3.4 If there is no fault, or the damage is excluded under §5.2, we will tell you before doing anything, and we may charge the cost of return shipping if you want the item back.
5.3.5 A warranty repair or replacement may use refurbished parts or an equivalent refurbished item. A replacement does not restart the warranty period.
5.4.1 A manufacturer's warranty is a commercial extra. It sits alongside your legal rights and does not replace them.
5.4.2 In the EU and UK you have at least two years of legal guarantee rights against us as your seller, free of charge, whether or not the manufacturer offers a warranty and whether or not their warranty has expired.
5.4.3 Where your statutory rights give you more than the warranty, your statutory rights apply, and §5.3.2 does not - for a genuine conformity claim we cover return postage (§3.3).
5.4.4 Nothing on a product page, and nothing in a manufacturer's warranty, reduces your statutory rights against us.
5.5.1 GPS devices can be returned for change of mind within the period in §2, at your cost (§2.3). Activating and testing a device is inspection. Pairing it, using it in the field, or fitting it to an animal for an extended period goes beyond inspection and will reduce your refund.
5.5.2 The warranty period for a GPS device is stated on its product page - typically around 12 months, but check the page for the product you are buying.
5.5.3 GPS performance is not a warranty matter. Accuracy and availability depend on satellite visibility, buildings, terrain, indoor environments, mobile network coverage, your SIM and its service, weather and device condition (Terms §10.3). Variable accuracy, gaps in coverage and periods without a signal are normal characteristics of GPS tracking, not faults.
5.5.4 A device that consistently fails to record or transmit at all, or performs materially worse than described, is a fault, and §3 applies.
6.1 Cancelling. At any time, in your account settings. No phone call, no email, no explanation, no cancellation fee.
6.2 Cancellation takes effect at the end of the period you have paid for. You keep access until then.
6.3 Refunds. We do not generally refund part-months, because you keep the service until the period ends. We will refund where: the service was materially unavailable for a significant period due to a fault on our side; you were charged after cancelling; you were charged in error; or the law gives you a refund right.
6.4 Statutory cancellation. EU and UK consumers have 14 days from subscribing to cancel without giving a reason. If you asked us to start immediately and then cancel within those 14 days, you pay only for the part you have used - not the whole month.
6.5 Non-payment. We will try to contact you and may retry the payment. We suspend after 7 days and terminate after 30 days. While suspended, location is not transmitted or displayed. You are not charged for a suspended period.
6.6 Price changes. At least 30 days' notice, applying only from the next billing period. You can cancel before it takes effect.
6.7.1 We provide a location-reporting service. We do not provide pet recovery, pet security, or a guarantee that your animal will be found.
6.7.2 The GPS Service is not an emergency service, a rescue service, a security system, a containment system, or a substitute for supervising and securing your animal. It must not be relied on as the only means of keeping an animal safe.
6.7.3 We are not responsible if your animal is lost, injured, stolen or dies, whether or not the GPS Service was working at the time, except where that loss was caused by our own breach of these terms or our negligence.
6.7.4 In particular, we are not responsible for a failure to locate an animal caused by: absent or weak satellite signal; buildings, terrain or indoor environments; mobile network coverage, congestion or outage; SIM suspension, roaming limits or network operator action; a flat, damaged or removed device; a device the animal has lost, chewed or shed; incorrect fitting; the animal moving faster than the update interval; or any failure of a third-party network, satellite system or infrastructure we do not control.
6.7.5 Keep other protections in place. A collar and identification tag, a current microchip registration, a secure home and garden, and appropriate supervision are what protect your animal. The GPS Service is an additional tool, not a replacement for any of them.
6.7.6 If your animal is lost, contact local shelters, veterinary practices, the microchip registry and relevant authorities immediately. Do not wait for or depend on tracking data.
6.7.7 Our liability for the GPS Service is limited as set out in the Terms and Conditions, section 21. Nothing in this section excludes liability for death or personal injury caused by our negligence, for fraud, or any other liability that cannot lawfully be excluded - see Terms §21.5.
| Step | What happens |
|---|---|
| 1 | Contact returns@wowpetspalace.com with your order number and what is wrong |
| 2 | We reply within 2 working days |
| 3 | We send return instructions, and a prepaid label if the item is faulty or incorrect |
| 4 | You send it back |
| 5 | We refund within 14 days of receiving it, or of proof of return |
7.1.1 Photographs help for damaged items, but we will not refuse a refund because you did not send one.
7.2.1 To the original payment method. We cannot refund to a different card or account.
7.2.2 Once we issue it, your bank or provider may take 3 to 10 working days to show it. That part is outside our control.
7.2.3 What we deduct from a change-of-mind refund:
| Deduction | Applies when |
|---|---|
| Your return postage | Always, for change of mind. You arrange it and you pay for it (§2.3) |
| Loss in value from use | Where you have used the item beyond inspecting it (§2.5) |
| The difference above standard delivery | Where you chose a faster paid delivery option, we refund only the standard cost |
| A proportion of outbound delivery | Where you return only part of an order, we refund delivery proportionately where the law requires it |
| Customs and import charges triggered by the return | Where an item is returned from outside the customs territory it was shipped to, and duties or import charges are charged to us as a result |
| Refused deliveries | Where you refuse or fail to accept a delivery and the carrier charges us to return it, we deduct that carrier charge |
7.2.4 Nothing is deducted where an item is genuinely faulty or incorrect. In that case we refund in full, including outbound delivery, and cover your return postage.
7.3.1 Where you exercise a statutory right to cancel, withdraw or reject, we refund the full amount you paid. We absorb our own payment processing costs, because the law requires us to reimburse all payments received from you.
7.3.2 Where we agree to a return as a goodwill gesture, beyond what the law requires - for example a late return, an item outside our stated return window, or a change of mind on an item listed as non-returnable in §4 - we may deduct our payment processing cost. We will tell you the amount before you decide whether to proceed.
7.3.3 Third-party charges that are not ours - customs duties, import charges, and carrier charges for refused deliveries - are deducted as set out in §7.2.3, whatever the reason for the return.
7.3.4 Cash on delivery. Cash on delivery is available in Albania only. Where an order was paid by cash on delivery, we refund by bank transfer, and we will ask for your bank details for that purpose only.
Contact us as soon as you can and we will cancel and refund in full.
8.1 We do not sell animals, and we do not process payment for them. Animals are listed by other users, and payment is arranged directly between buyer and seller, outside the Platform.
8.2 This means we cannot refund it or reverse it. We never held the money. This is why the Marketplace Rules say so firmly: never send money for an animal you have not seen in person.
8.3 Animals are not returned like products. An animal is a living creature, and the change-of-mind rights in this policy do not apply to it.
8.4 If a transaction does not work out, the animal's welfare comes first. Contact the seller - most responsible sellers and rescues would rather take an animal back than see it passed on unsuitably. Ask about this before you commit.
8.5 If an animal was misdescribed or its health concealed, you may have legal remedies against the seller. Take advice from a consumer authority, an animal welfare organisation or a legal adviser where you live. Take the animal to a veterinarian promptly and keep the records.
8.6 Report it to us. Concealing a known health or behavioural problem results in permanent termination (Marketplace Rules §5.3.1). Reporting protects the next buyer even where it does not resolve your own situation.
9.1 We do not take payment for pet sitting. We connect pet owners with pet sitters. Any payment is arranged and made directly between you and the sitter, outside the Platform.
9.2 This means we cannot refund it, reverse it or intervene in a payment dispute. We never held the money.
9.3 Your contract is with the sitter, not with us. Cancellation and payment terms are whatever you and the sitter agree between yourselves. Agree them clearly, in writing, before the booking starts.
9.4 We do not provide, arrange or require insurance for pet sitters or pet owners. Satisfy yourself about insurance before booking or accepting a booking.
9.5 Statutory rights. If the sitter is acting as a business and you are a consumer, you may have rights against that sitter - including a right to cancel a distance contract and a right to expect the service to be performed with reasonable care and skill. Those rights are against the sitter, not against us.
9.6 If a sitter does not turn up or the service was not as agreed, contact them first, then report it to us at support@wowpetspalace.com. We may take enforcement action against sitters who fail to honour bookings, but we cannot obtain a refund for you.
10.1 Right of withdrawal - 14 days from delivery of goods, or from conclusion of a services contract, without giving a reason.
10.2 How. Any clear statement before the period ends. Email returns@wowpetspalace.com or use the model withdrawal form at https://wowpetspalace.com/withdrawal-form. You do not have to use the form.
10.3 Refund within 14 days of being informed, including standard delivery costs, to the original payment method. For goods, we may withhold until we receive them or you provide proof of return.
10.4 Return costs for change of mind are yours unless we tell you otherwise. We bear them for faulty or incorrect items.
10.5 Diminished value. You may handle goods as you would in a shop. Handling beyond that may reduce your refund.
10.6 Exceptions are in §4.
10.7 Legal guarantee. We are liable for any lack of conformity existing at delivery which becomes apparent within at least two years. Some Member States give longer, and the longer period applies. For the first 12 months (longer in some Member States), a defect is presumed to have existed at delivery unless we prove otherwise. Remedies: repair or replacement, and where those fail or are disproportionate, a price reduction or termination with a refund. Free, and additional to any commercial warranty.
10.8 Digital content and services, including the GPS Service, carry equivalent conformity rights and a right to updates for the period you would reasonably expect.
10.9 Complaints. You may contact a consumer authority or ADR entity in your country. We are not currently signed up to any ADR scheme, which does not affect your right to use one or to go to court.
**11.1 - distance-selling withdrawal rights; statutory guarantee and conformity rights; remedies for defective goods; time limits; the competent consumer authority and how to complain; any specific requirements for online sellers.
Returns and refunds: Pending Problems with an animal listing or a pet sitter: Pending General: legal@wowpetspalace.com
Wow Pets Palace Wow Pets Palace Rruga Irfan Tomini, Tirana 1001, Albania