Refund Policy

Apalchew Refund, Cancellation & Exchange Policy

1. Refund Policy

At Apalchew, we follow a No Refund Policy.

Refunds are not issued to the original payment method. If a request is approved, a store credit coupon code (valid for 30 days) will be issued. Store credit can only be used on our official website.

Store credit is provided only in the following situations:

  • Product lost in transit

  • Product damaged during shipping (complete unboxing video required)

Store credit will not be provided for the following reasons:

  • Pet did not like the toy

  • Change of mind after purchase

  • Minor variations in product appearance

  • Improper usage of the product

2. Order Cancellation Policy

Orders can only be cancelled before they are processed and dispatched.

Once an order has been processed or shipped, it cannot be cancelled.

If you wish to make any changes to your order (product, quantity, address, etc.), please contact us within 2 hours of placing the order.

Cancellation or modification requests after shipping will not be accepted.

For prepaid order cancellations, store credit coupon code will be provided only.

Refund to the original payment method will not be provided.

3. Exchange Policy

We offer exchanges only in case of damaged or defective products. Returns or refunds are not applicable.

Exchange Terms

  • Exchange request must be raised within 48 hours of delivery

  • Clear photos and videos of the product must be uploaded for verification

  • The product must be unused and in original packaging

  • Exchange requests will be reviewed and approved by our support team

  • The exchange process may take 6–7 working days

  • The replacement product will be dispatched once the claim is approved

Exchange is allowed only once per order.

We do not provide store credit as part of exchange requests.

If the same product is not available at the time of exchange, we may offer:

  • Product replacement with a similar item, OR

  • Store credit coupon code (valid for 30 days)

Refund to the original payment method will not be provided.

Products purchased during sale, discount, or promotional offers may not be eligible for exchange.

If your area is non-serviceable for reverse pickup, you will need to ship the product to us yourself. Shipping costs paid by the customer are non-refundable.

4. Important Notes

For damaged or incorrect product claims, a complete unboxing video is mandatory.

The video must clearly show:

  • The sealed package before opening

  • The complete unboxing process

  • The product and the issue/damage clearly visible

Without a proper unboxing video, the claim will not be considered valid.

Products returned in used, damaged, chewed, washed, or altered condition will not be accepted.

Please note:

  • Pet toys and accessories may show natural wear depending on pet usage

  • We are not responsible for damage caused by aggressive chewing or misuse

We are not responsible for delays caused by courier partners, weather conditions, or operational delays beyond our control.

Please read the product description carefully before placing your order.