Return & Refund Policy

At rwalley, we understand that shopping online for pet products requires trust. That’s why we’ve created a customer-first return and refund policy that ensures your experience with us is worry-free, flexible, and transparent.

We’re committed to making sure you and your pets are 100% satisfied with your purchase.

1. 30-Day Free Returns & Exchanges

We offer a 100% free return and exchange policy within 30 days of delivery for all eligible items. If you’re not completely satisfied with your purchase—whether it’s the wrong size, not what you expected, or your pet just doesn’t like it—you can send it back or exchange it without any hassle.

Returns must be initiated within 30 calendar days from the date your order is marked as delivered.

2. No Restocking Fees or Hidden Charges

We charge no restocking fees, no hidden processing charges, and no administrative deductions when you return or exchange an item. The full amount of your eligible order will be refunded (excluding original shipping if applicable), or you may opt to exchange for another item of equal value.

We believe in a transparent, fair policy that prioritizes your confidence and satisfaction.

3. Return Shipping Cost Responsibility

• If the return is due to a product defect, shipping error, or damaged item, we will cover all return shipping costs.

• If the return is due to personal preference , the customer is responsible for return shipping.

• In all cases, we will provide clear return instructions and support to guide you through the process.

We recommend using a trackable shipping method to ensure the item reaches us safely.

4. Items Eligible for Return

To qualify for a return or exchange:

• The item must be unused, unwashed, and in its original condition and packaging.

• All tags and labels must be intact.

• Items must not show any signs of damage caused by misuse.

Customized or personalized items are non-refundable unless defective.

5. How to Start a Return or Exchange

To initiate a return or exchange:

1. Contact us via email at service@rwalley.store or call us at +1 587-458-7242.

2. Include your order number, product name, and the reason for the return.

3. Our support team will respond within 24 hours with return instructions and, if applicable, a prepaid return label.

6. Refund Timeline

Once we receive and inspect the returned item:

• Refunds will be issued within 3–7 business days to your original payment method.

• If you paid via PayPal or credit card (Visa or Mastercard), the amount will be returned to the same account.

• You’ll receive an email confirmation when your refund is processed.

Please allow additional time for your bank or PayPal to reflect the refund in your account.

7. Exchanges

Want a different size, color, or product? No problem!

We’re happy to process a free one-time exchange for any item that is eligible under our return conditions. Exchanges are processed as quickly as possible, usually within 3–5 business days after we receive the returned item.

8. Damaged or Incorrect Items

If you received an item that is damaged, defective, or not what you ordered:

• Take a photo and contact us immediately.

• We will arrange a free replacement or refund without requiring you to return the damaged item in most cases.

We apologize for any inconvenience and will prioritize your issue.

9. Contact Information

If you have any questions or concerns about your return or refund, we’re always here to help.

Email: service@rwalley.store
Phone: +1 587-458-7242
Address: 1732 99 St NW #1748, Edmonton, AB T6N 1K8, Canada

We believe in exceptional customer support and transparent policies that empower confident shopping.