Refund policy

Return & Refund Policy

At NovaPet, your satisfaction and your pet's comfort is our top priority. We stand behind every product we sell.

30-Day Return Window

If you are not completely satisfied with your purchase, you may return it within 30 days of the delivery date for a full refund or exchange.

Eligibility

• Items must be unused, unwashed, and in their original packaging.
• Proof of purchase (order number or confirmation email) is required.
• Opened consumable products (treats, supplements) are not eligible for return unless defective or damaged upon arrival.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 7 days of delivery at support@novapetco.com with a photo of the issue. We will send a replacement or issue a full refund at no cost to you - no return required.

How to Start a Return

1. Email support@novapetco.com with your order number and reason for return.
2. We will respond within 1-2 business days with return instructions.
3. Once we receive and inspect your return, refunds are processed within 5-7 business days to your original payment method.

Return Shipping

Customers are responsible for return shipping costs unless the item is defective or an error was made on our part.

Exchanges

To exchange an item, please follow the return process above and place a new order for the desired item. Questions? Email support@novapetco.com