Refund and Return Policy - Nova Pets

Refund and return policy:

Last updated: September 1, 2026

Thank you for shopping at Nova Pets. We want to ensure you and your furry family members are completely satisfied with your purchase.

1. Damaged or Incorrect Items (Our Full Responsibility)
We take utmost care in fulfilling your orders. However, if you receive a product that is damaged, defective, or if we made a mistake (such as sending a different size or item than what you ordered, e.g., receiving a Small instead of a Large), we take full responsibility.

Free Replacement: In such cases, we will provide a free replacement or a full refund at no extra cost to you.

You must notify us within 14 days of receiving your order with clear photos of the damaged or incorrect item.

2. General Returns & Change of Mind
We currently do not offer free returns for general change of mind or incorrect selections made by the customer.

If you wish to return an item because you changed your mind, the item must be unused, in its original packaging, and in the same condition that you received it.

Restocking & Handling Fee: For all general returns due to a change of mind or incorrect selection, a 40% restocking fee will be deducted from your total amount based on the product price.

Customer Responsibility: The customer is fully responsible for paying all return shipping and delivery costs. 

3. How to Initiate a Return or Report an Issue
To start a return or report a damaged/incorrect item, please contact us at our support email with your order number and photos of the product. Once your request is inspected and approved, we will guide you through the next steps.