Return Policy

 

Last Updated: 23.05.2025

We want you and your pets to be happy with every purchase. If you're not fully satisfied with your order, please review our return policy below to see how we can help.

1. Eligibility for Returns

Returns are accepted within 14 days of receiving your order. To be eligible for a return:

  • The item must be unused, in its original packaging, and in resellable condition
  • You must provide proof of purchase (e.g., order number or receipt)

Items that are used, damaged due to misuse, or returned outside the return window may not be eligible for a refund.

2. Faulty, Damaged, or Incorrect Items

If you receive a product that is faulty, damaged in transit, or incorrect, please contact us within 7 days of receipt. We will provide a pre-paid return label and offer you one of the following options:

  • A full refund
  • A replacement item at no extra cost
  • A store credit of equivalent value

Please include photo evidence of the issue when contacting our team.

3. Change of Mind or Regret Returns

If you have changed your mind or no longer want the item, you may return it at your own cost. Once we receive and inspect the item, we will issue:

  • A refund to your original payment method, or
  • A store credit for future use

Please note:

  • Return shipping costs are non-refundable in this case
  • Initial shipping fees (if any) are also non-refundable

4. How to Start a Return

To begin the return process, contact us using the contact form with the following information:

  • Your order number
  • The reason for return
  • Any photo evidence (if applicable)

Once your return is approved, we will provide instructions for how to send the item back to us.

5. Refund Processing

Refunds are typically processed within 5–10 business days after we receive and inspect the returned item. You will receive a confirmation email once your refund or credit has been issued.

6. Questions or Support

If you have any questions about your return or need help, feel free to reach out to us using the contact form.

Thank you for shopping with NordPets. We’re here to help!