Refund policy
Return Window
We accept returns within 30 days of delivery. To be eligible for a return, the item must be in the same condition as when you received it, with all original packaging included.
How to Start a Return
Contact us with your order number and reason for return. We'll provide you with return instructions and a return address.
Return Shipping
Customers are responsible for return shipping costs. We recommend using a trackable shipping method, as we cannot guarantee receipt of your return without tracking.
Refunds
Once we receive and inspect your returned item, we'll process your refund immediately. Refunds will be issued to your original payment method. Please allow 3-5 business days for the refund to appear in your account, depending on your bank. Please note that shipping costs are non-refundable.
Order Cancellation
Once your order is placed, it enters our processing system immediately and we cannot guarantee a cancellation. However, if your order has not been shipped yet, we will do everything in our power to attempt a cancellation. Please reach out to us with your order number as soon as possible if you need to cancel.
If the cancellation attempt is unsuccessful and you receive your item, you can still initiate a return following our standard return process. Please note that return shipping costs will be your responsibility.
Damaged or Defective Items
If your item arrived damaged or defective, contact us immediately with photos and your order number. We'll either send a replacement or issue a full refund, and we'll cover return shipping costs.
Non-Returnable Items
Items that show signs of use, pet damage, or are not in the same condition as received cannot be accepted for return.
Questions?
Have questions about returns? Reach out to us at nespurpets@gmail.com and we'll be happy to help.