Refund policy
RETURN & REFUND POLICY
At Nook & Paw, we want you to be happy with your purchase. If you need help with an order, please contact us first so we can help find the best solution.
1. RETURN WINDOW
You may request a return within 30 days of the date your order was delivered.
To be eligible for a return, the item must:
• Be unused and unworn
• Be in its original condition
• Be in its original packaging, where applicable
• Include all original accessories and components
• Not show signs of use, washing, damage, alteration, or excessive handling
Items that do not meet these conditions may not be eligible for a return or refund, except where required by applicable law.
2. CHANGE-OF-MIND RETURNS
If you simply change your mind, ordered the wrong size or color, or no longer need the item, you may request a return within the 30-day return window, provided the item meets our return conditions.
For change-of-mind returns:
• The customer is responsible for return shipping costs.
• Original shipping charges, if any, are non-refundable.
• The item must be returned in unused and resalable condition.
• Refunds are issued after the returned item has been received and inspected.
3. USED OR WORN PET PRODUCTS
For hygiene and product safety reasons, pet products that have been worn, used, washed, soiled, damaged, or otherwise handled beyond what is reasonably necessary to inspect the product may not be eligible for a change-of-mind return.
This does not affect your rights regarding defective, damaged, incorrect, or misrepresented products where applicable.
4. 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.
Please provide:
• Your order number
• A clear description of the issue
• Clear photos of the product
• Photos of the packaging when relevant
• A short video when necessary to demonstrate the issue
We will review the information and determine the appropriate solution.
Depending on the situation, we may offer:
• A replacement
• A replacement part, where applicable
• A partial refund
• A full refund
For eligible damaged, defective, or incorrect orders, Nook & Paw will provide the appropriate return or replacement instructions.
5. ITEMS DAMAGED AFTER USE
Products damaged through misuse, improper handling, modification, accidents, washing contrary to product instructions, or normal wear and tear are not considered defective.
Such cases may not qualify for a refund or replacement.
6. LOST OR DELAYED ORDERS
If your order is delayed, please contact us so we can check the tracking information.
A shipping delay does not automatically qualify an order for a refund.
If tracking shows that an order is still in transit, we will work with the carrier and fulfillment provider to determine the next appropriate step.
If an order is confirmed lost in transit, we may offer a replacement or refund depending on the circumstances and available shipping information.
7. RETURN PROCESS
Please contact us before sending any item back.
Do not send returns to the sender address shown on the original package unless Nook & Paw specifically instructs you to do so.
Unauthorized returns may not be processed.
After we receive your return, the item will be inspected.
If the return meets our requirements, your refund will be processed to the original payment method.
8. REFUNDS
Once an eligible return has been received and approved, refunds are generally processed within 5–10 business days.
Your bank or payment provider may require additional time to post the refund to your account.
If you have not received your refund after the applicable processing period, please contact your payment provider first and then contact us if necessary.
9. NON-RETURNABLE ITEMS
The following may not be eligible for change-of-mind returns:
• Used or worn pet products
• Washed or soiled products
• Products damaged after delivery through customer use or misuse
• Products missing original components or packaging
• Items returned outside the applicable return period
• Personalized or customized items, where applicable
• Gift cards
• Items that cannot reasonably be resold for hygiene or safety reasons
This does not limit any rights that cannot legally be excluded under applicable law.
10. EXCHANGES
We do not guarantee direct exchanges for every product, color, or size.
When an exchange is requested, we may provide a replacement instead, depending on inventory availability and the circumstances of the order.
11. ORDER CANCELLATIONS
Cancellation requests must be submitted as soon as possible after placing an order.
We can generally cancel an order only before it has entered fulfillment or shipping.
Once an order has been processed, fulfilled, or shipped, it may no longer be possible to cancel it. In that case, the customer may request a return in accordance with this policy after delivery.
12. REFUNDS FOR FREE SHIPPING ORDERS
When an order was shipped under a free-shipping promotion or free-shipping offer, the original shipping cost paid by Nook & Paw to fulfill the order is not automatically refundable for change-of-mind returns.
Where applicable law requires otherwise, the applicable legal requirement will apply.
13. CONTACT US
For return or refund assistance, please contact:
Nook & Paw
Email: useller168@gmail.com
Please include your order number in your message so we can assist you more efficiently.
IMPORTANT
Please contact Nook & Paw before returning any product.
We reserve the right to review each return request individually and apply this policy consistently, subject to applicable consumer protection laws.