Refund policy

RETURN & REFUND POLICY

Last updated: September 2026

At Nuvipet, we want you and your pet to be happy with your purchase. If you are not completely satisfied with your order, we are here to help.

RETURNS

You may request a return within 30 days of receiving your order.

To be eligible for a return:

• The item must be unused and in its original condition.
• The item must be in its original packaging, where applicable.
• You must provide your order number and the reason for the return.

To start a return, please contact us at support@shopnuvipet.com with your order number and details about the item you would like to return.

Please do not send any items back without contacting us first. Unauthorized returns may not be accepted.

Return requests are subject to review and must meet the requirements of this policy.

NON-RETURNABLE ITEMS

For hygiene and safety reasons, certain pet-related products may not be eligible for return once opened or used.

Products that cannot be safely resold due to hygiene or health considerations may also be excluded from returns.

If you are unsure whether an item is eligible for return, please contact us before sending it back.

SALE ITEMS

Sale items are generally eligible for return unless otherwise stated on the product page or at the time of purchase.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery at support@shopnuvipet.com.

Please include:

• Your order number
• A description of the issue
• Clear photos of the item
• Clear photos of the packaging, if applicable

We will review the issue and, where appropriate, provide a replacement, refund, or another suitable resolution.

Please do not dispose of a damaged or incorrect item until we have reviewed your request, as we may require additional information or photographs.

REFUNDS

Once your return is received and inspected, we will notify you whether your refund has been approved.

If your refund is approved, the refund will be issued to your original payment method.

Please allow additional time for your bank, card issuer, PayPal, or other payment provider to process and post the refund to your account.

If a refund is not approved, we will notify you of the reason.

SHIPPING COSTS

Unless the item is damaged, defective, or incorrect, return shipping costs are the responsibility of the customer.

Original shipping charges are generally non-refundable.

If an item is returned because it is damaged, defective, or incorrect, Nuvipet will review the circumstances and determine the appropriate resolution, which may include reimbursement of reasonable return shipping costs where applicable.

ORDER CANCELLATIONS

If you need to cancel an order, please contact us as soon as possible at support@shopnuvipet.com.

We will make reasonable efforts to accommodate cancellation requests received before an order enters processing or shipment.

However, we cannot guarantee cancellation once an order has entered processing or has been shipped.

If an order can no longer be cancelled, you may request a return in accordance with this Return & Refund Policy.

REFUNDS FOR LOST OR UNDELIVERED ORDERS

If your order has not arrived within the expected delivery timeframe, please contact us at support@shopnuvipet.com with your order number.

We will review the tracking information and shipping status and work with the relevant shipping carrier or fulfillment partner where appropriate.

A refund or replacement for a lost or undelivered package will be considered based on the circumstances of the shipment and the applicable carrier information.

CONTACT US

If you have any questions about returns or refunds, please contact us at:

Nuvipet

Email: support@shopnuvipet.com