Refund Policy 

Returns & Refunds

We accept returns on eligible items within 14 days of delivery. To qualify for a return, items must be:

• Unused and in their original condition

• Returned in their original packaging

• Free from damage caused after delivery

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Non-Returnable Items

The following items are not eligible for return or refund:

• Custom or personalized products

• Digital downloads

• Opened mystery mail or surprise packages

• Clearance or final sale items

• Gift cards

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Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery. Include your order number and photos of the item and packaging so we can help resolve the issue.

Depending on the situation, we may offer:

• A replacement item

• Store credit

• A refund

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Shipping Costs

Original shipping charges are non-refundable unless the return is due to our error or a damaged item.

Customers are responsible for return shipping costs unless otherwise approved.

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Lost Mail

Once an order has been marked as delivered by the shipping carrier, Palaura Penpal Co is not responsible for lost or stolen packages. If your package is lost in transit, please contact us and we will do our best to assist you with a carrier claim.

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Cancellations

Orders may be canceled within 24 hours of purchase, provided they have not already been processed or shipped.

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Contact Us

For questions regarding returns, refunds, or order issues, please contact us with your order number and details of your concern at support@palaurapenpals.com

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Thank you for supporting Palaura Penpal Co and helping us spread happiness, one mailbox at a time. 💌🧚✨