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Return & Refund Policy

Our return & refund policy lasts 15 days, starting from the date of receipt by the customer of the relevant purchased item(s). If said period of 15 days has passed without the customer having requested in writing to return the item or to get a refund by email at support@novispets.com, we have the right to refuse such request(s) at our sole discretion

 

Without prejudice to the above, to be eligible for a return and/or refund, the following conditions must also be met:

  • the purchased item is either defective or does not match the customer's order, as evidenced by the customer by means of photo(s) or video(s).
  • if the purchased item is defective, such defect must not have been caused by any misuse, abuse or accidental damage of the purchased item by the customer.
  • the purchased item must be unused and must be in the same condition that the customer received it.
  • the purchased item must be returned in the original packaging.

For the avoidance of doubt, the following reasons do not constitute valid return and/or refund reasons (non-exhaustive list):

  • the customer ordered the item in a wrong size.
  • the customer no longer wants the item.
  • the customer finds the same item elsewhere at a cheaper price.

For health and safety reasons, we do not accept returns for items that are intimate or sanitary goods, are hazardous materials, or are flammable liquids or gases. Additional non-returnable items: gift cards, downloadable software products, health and personal care items.

After we have received, examined and accepted the customer's request to return an item, we will subsequently provide the customer via email with the address of the closest warehouse where the customer can mail the relevant item. The customer is required to use a trackable mail service when returning an item. We will not be responsible for lost or missing return packages. The customer will be responsible for paying his/her own shipping costs for returning the relevant item. Shipping costs are non-refundable. If a customer receives a refund, the cost of return shipping will be deducted from the customer's refund.

Once the customer's return is received and inspected, we will send the customer an email to acknowledge receipt of the returned item. We will subsequently notify the customer of the approval or rejection of the requested refund, within 5 business days. If the customer's refund request is approved by us after having examined the returned item, then the customer's refund will be processed, and a credit will automatically be applied to the customer's credit card or original method of payment, within 5 business days.

Late or missing refunds

If you haven’t received a refund yet after we have confirmed payment of the refund, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. It is not unusual that it takes some time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@novispets.com.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

Can I cancel my order?

Unfortunately, we are unable to cancel your order once it has been processed. If you cancel your order before it has been processed, you will be charged a 20% cancellation fee on the entire order value to cover restocking fees and the charges assessed to us for refunds by the relevant credit card company.

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