Returns Policy
Last updated: 23 May 2026
At Norvelle Pets, we want you to be happy with your order. If you are not satisfied, please contact us and we will do our best to help.
Returns
You have 14 days after receiving your order to contact us and request a return.
After notifying us, you have another 14 days to send the item back.
To be eligible for a return, the item must be:
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unused
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in its original condition
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in its original packaging
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with any tags, labels or accessories included
How to Request a Return
To request a return, please contact us at:
Please include:
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your order number
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your full name
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the item you want to return
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the reason for the return
We will review your request and provide return instructions.
Return Shipping
Customers are responsible for return shipping costs unless the item is faulty, damaged or incorrect.
We recommend using a tracked shipping service, as we cannot guarantee that we will receive your returned item.
Refunds
Once we receive and inspect your return, we will notify you about the approval of your refund.
If approved, your refund will be processed to your original payment method.
Refunds are usually processed within 14 days after we receive the returned item.
Damaged, Faulty or Incorrect Items
If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at:
Please include your order number and clear photos of the item and packaging.
If the issue is confirmed, we will offer a suitable solution, such as a replacement or refund.
Non-Returnable Items
For hygiene and safety reasons, some items may not be eligible for return if they have been used, opened or damaged after delivery.
Personalised or custom-made items may also not be eligible for return unless they are faulty.
Exchanges
We currently do not offer direct exchanges.
If you would like a different item, please return the original item and place a new order.
Contact
For any return questions, contact us at: