Refund policy
Return and Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligibility
To be eligible for a return, your item must be in the same condition that you received it — unused, with tags, and in its original packaging. You'll also need your receipt or proof of purchase.
How to Start a Return
To initiate a return, please contact us at support@nurturpet.store. We will confirm whether your item is eligible and provide instructions on where to send it. Items sent back without prior authorisation will not be accepted.
Returns Shipping
We do not provide prepaid return labels. You will be responsible for sending the item back using a trackable shipping method. We recommend this as we cannot be held responsible for items lost in transit. Upon receipt and inspection of the returned item, we will refund your original outbound postage cost along with the cost of the item, provided the return meets our policy conditions. Postage refunds will be issued to your original payment method within 5–10 business days of us receiving the item.
Damages and Issues
Please inspect your order upon receipt and contact us within 48 hours if your item is defective, damaged, or incorrect. Please include photographic evidence so we can assess the issue and make it right with a replacement or full refund at no cost to you.
Exceptions / Non-Returnable Items
Due to the nature of our products, certain items cannot be returned once opened or used. For hygiene and safety reasons, we are unable to accept returns on:
- Edible treats, chews, or supplements that have been opened or partially consumed
- Grooming products (shampoos, conditioners, sprays) that have been opened or used
- Any item not in its original, unused condition or missing original packaging
- Items purchased on sale or at a discounted price
Refunds
Once we have received and inspected your return, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 5–10 business days. Please allow additional time for your bank or card provider to process the payment.
Subscriptions
Subscription orders follow the same return policy. To cancel a subscription before your next billing date, please manage your subscription via your account portal or contact us directly at support@nurturpet.store.
Contact Us
For any return or refund queries, please contact us at support@nurturpet.store.