Return Policy

Since Nova Pets has a delivery window of 7–15 business days, your return policy needs to be very clear about when the "return clock" starts. Most customers expect the window to begin upon delivery, not the purchase date.

Here is a standard, pet-friendly return policy for your Shopify store.

Nova Pets Return & Refund Policy

We want you and your furry friends to be 100% happy with your purchase! If something isn't right, we’re here to help.

1. 30-Day Return Window

You have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. > Note for Pet Safety: For hygiene reasons, items that show signs of pet hair, odor, or heavy use cannot be accepted for return.

2. How to Start a Return

To start a return, you can contact us at tobibooyens@gmail.com.

  • If your return is accepted, we will send you instructions on how and where to send your package.

  • Items sent back to us without first requesting a return will not be accepted.

3. Damages and Issues

Please inspect your order upon reception. Contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

4. Non-Returnable Items

Certain types of items cannot be returned, such as:

  • Perishable goods (like pet treats or food).

  • Custom products (such as personalized collars or engraved tags).

  • Personal care goods (such as pet shampoos or grooming tools once opened).

  • Sale items or gift cards.

5. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

6. Shipping Costs for Returns

Unless the item is defective or the wrong product was sent, customers are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable.

7. Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.