Return & Refund Policy

At nuzzellepets™, we want every purchase to feel dependable and straightforward. This policy explains the conditions and procedures for requesting a return, replacement, exchange, or refund.

1. Return Window

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

To qualify for consideration, the product must:

Be unused, unworn, and in its original condition
Include all original tags, accessories, manuals, and components
Be returned in its original packaging
Include a receipt, order confirmation, or other proof of purchase

Products showing signs of use, damage caused after delivery, missing parts, or incomplete packaging may not qualify for a refund.

2. Requesting a Return

Before mailing any product back, please contact our customer care team:

Email: service@nuzzellepets.com

Your request should include:

Your order number
The name and email address used for the purchase
The product you wish to return
A brief explanation of the reason for the return
Photos of the product when damage, defects, or incorrect fulfillment are involved

If the request is approved, we will provide the applicable return instructions and return destination. When eligible, a prepaid shipping label may also be provided.

Do not return merchandise without prior authorization. Packages sent without approval or to an unauthorized address may be refused and may not qualify for a refund.

3. Incorrect, Damaged, or Defective Products

Please examine your order promptly after delivery.

If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible. To help us assess the issue, please provide clear photographs of:

The affected product
The shipping package
The mailing label
Any visible damage or missing components

After reviewing the claim, we may offer a replacement, refund, or another reasonable solution based on the circumstances.

4. Products That Cannot Be Returned

For health, safety, customization, or regulatory reasons, returns may not be available for:

Opened pet food, treats, supplements, or other consumable products
Grooming, hygiene, or personal-care products that have been opened or used
Customized, engraved, or personalized merchandise
Perishable goods
Hazardous, flammable, or restricted materials
Gift cards
Final-sale or clearance products identified as non-returnable
Original shipping charges, except when required by applicable law

If you are uncertain whether a product is returnable, contact us before opening, using, or sending it back.

5. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

If the product was damaged, defective, or incorrectly shipped, we will review the case and provide the appropriate return or replacement instructions.

For returns caused by a change of mind, incorrect size selection, or another customer preference, return shipping costs may be deducted from the refund or paid directly by the customer, unless applicable law requires otherwise.

Any original delivery charges are generally non-refundable.

6. Exchanges

We do not guarantee direct exchanges because product availability can change.

The most efficient way to obtain another item is usually to:

Request authorization to return the original product.
Complete the approved return.
Place a separate order for the preferred product.

This process helps prevent the replacement item from selling out while the original return is in transit.

7. European Union Cancellation Rights

Customers receiving an order within the European Union may have the right to cancel an eligible purchase within 14 days of delivery, without providing a reason.

Returned products must generally be unused, complete, and in their original packaging, with proof of purchase. Certain goods—including personalized, perishable, sealed hygiene, or opened health-related products—may be excluded under applicable law.

These statutory rights apply independently of our standard return period.

8. Refund Review and Processing

After an authorized return is delivered, we will inspect the product and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Please allow up to 10 business days after approval for processing. Your bank, card issuer, or payment provider may require additional time before the credit appears in your account.

If you have not received an approved refund after 15 business days, contact us at service@nuzzellepets.com with your order number.

9. Refused and Undeliverable Packages

Orders returned because of an incorrect or incomplete address, refusal of delivery, failure to collect the package, or another customer-related delivery issue may be subject to return shipping and handling deductions.

A refund, when applicable, will be reviewed after the returned package has been received and inspected.

10. Returns Address

Please do not send returns to our business address unless our customer care team specifically instructs you to do so.

The authorized return destination may differ depending on the product and fulfillment location. After your request is approved, we will send you the correct address and any required shipping instructions.