Refund policy

Effective date: 08 June 2026

At PebblePals we want you to be delighted with your purchase. If you’re not satisfied, we’ll help make it right with returns, exchanges, or refunds according to the terms below.

1. Return window

You may return most new and unused items within 30 days of delivery for a refund or exchange. Items must be returned in their original condition and packaging, with all tags attached.

2. Non‑returnable / non‑refundable items

  • Final‑sale or clearance items (where clearly marked)
  • Items damaged after delivery due to misuse, improper care, or unauthorized alterations

3. Defective or incorrect items

If an item arrives damaged, defective, or you received the wrong item, contact us within 14 days of delivery. We will arrange a replacement or full refund, and cover return shipping costs for verified defects or errors.

4. How to start a return

Contact our support team using the Contact Form or at pebblepalssupport@gmail.com with:

  • Order number
  • Item(s) to return
  • Reason for return
  • Photos if item is damaged/defective

We’ll reply within 48 hours with return authorization and instructions. Returns sent without authorization may be delayed or refused.

5. Return shipping & fees

  • Returns for change of mind: customer is responsible for return shipping unless otherwise stated.
  • Return shipping costs may be deducted from your refund if not prepaid by us.
  • We recommend using a trackable shipping method and purchasing shipping insurance. We are not responsible for items lost in transit.

6. Refund processing

Once we receive and inspect your returned item, we will notify you and process the refund within 5 business days. Refunds are issued to the original payment method. Depending on your bank or card issuer, it may take additional days for the credit to appear.

7. Partial refunds

Partial refunds may be granted for items that are not in original condition, are damaged, or missing parts for reasons not due to our error.

8. Cancellation policy

Cancellations are not guaranteed after an order is placed. If you wish to cancel, contact support immediately using the Contact Form. We will attempt to cancel your order, but if processing or fulfillment has already begun we may be unable to stop it. If cancellation is not possible, follow the returns process once you receive the item.

9. International returns

International customers are responsible for return shipping and any customs/duties on returns unless the return is due to a mistake on our part. Customs fees may not be refundable.

10. Changes to this policy

We may update this policy; the “Effective date” at the top will reflect changes.