Refund policy
REFUND AND RETURN POLICY
Last Updated: August 8, 2026
At NOVA PETS, we want you and your pet to be happy with your purchase. If you are not completely satisfied with your order, please review the following Refund and Return Policy.
This Refund and Return Policy applies to purchases made through the NOVA PETS online store and is subject to applicable federal and state laws.
Nothing in this policy is intended to limit any consumer rights or remedies that cannot legally be excluded or limited under applicable law.
SECTION 1 – RETURN PERIOD
We accept eligible returns within 30 days from the date you receive your order.
If more than 30 days have passed since you received your order, we may not be able to offer a return or refund unless otherwise required by applicable law.
To request a return, you must contact us before sending any product back.
Products returned without first contacting NOVA PETS and receiving return instructions may not be accepted.
SECTION 2 – RETURN ELIGIBILITY
To be eligible for a return, the product must generally:
- Be unused;
- Be in the same condition in which you received it;
- Be clean and free from damage caused by use;
- Include its original packaging, where applicable;
- Include any original tags or accessories, where applicable; and
- Be accompanied by proof of purchase.
We reserve the right to inspect returned products and determine whether they meet the applicable return requirements.
Products that do not meet the return requirements may be rejected or may be subject to a reduced refund where permitted by applicable law.
SECTION 3 – HOW TO REQUEST A RETURN
To request a return, please contact us at:
Email: contact@novamit.net
Please include:
- Your order number;
- The email address used to place the order;
- The product you wish to return;
- The reason for the return; and
- Photographs or other information if the product is damaged, defective, or incorrect.
Do not send a product back before receiving return instructions from NOVA PETS.
If your return request is approved, we will provide instructions regarding where and how to return the product.
SECTION 4 – RETURN SHIPPING COSTS
Unless otherwise required by applicable law:
- If you are returning an item because you changed your mind, ordered the wrong product, ordered the wrong size, or no longer want the product, you may be responsible for the return shipping costs.
- If you received an incorrect, defective, or damaged product, NOVA PETS will review the issue and, where appropriate, provide a return shipping solution or other appropriate remedy.
Original shipping charges, if any, may be non-refundable unless otherwise required by applicable law.
Because NOVA PETS may use international fulfillment partners, return instructions and return destinations may vary depending on the product and circumstances of the return.
SECTION 5 – DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order as soon as you receive it.
If you receive a product that is:
- Damaged;
- Defective;
- Incorrect; or
- Significantly different from the product you ordered,
please contact us as soon as reasonably possible at:
Please provide your order number and clear photographs or videos showing the issue.
We will review the information and determine the appropriate resolution, which may include:
- A replacement;
- A refund;
- A return; or
- Another remedy permitted by applicable law.
We may request that the product be returned for inspection.
SECTION 6 – NON-RETURNABLE ITEMS
Certain products may not be eligible for return where permitted by applicable law.
These may include:
- Products that have been used or worn;
- Products damaged after delivery due to misuse or improper handling;
- Products that are missing original components or accessories;
- Products that have been altered or modified;
- Gift cards;
- Final-sale products, when clearly identified as final sale at the time of purchase; and
- Other products that cannot legally or reasonably be returned due to their nature.
If you are unsure whether your product is eligible for return, please contact us before sending it back.
SECTION 7 – PET-RELATED PRODUCTS
Because our products may be intended for pets, certain products may become unsuitable for return once they have been used by a pet.
For hygiene, safety, and product-condition reasons, we may refuse returns of products that have been used, worn, chewed, soiled, damaged, or otherwise altered after delivery, except where applicable law requires otherwise.
If you believe a product is defective or unsafe, please stop using it and contact us immediately.
SECTION 8 – EXCHANGES
We do not generally process direct exchanges.
If you would like a different product, size, color, or variation, the fastest option may be to request an eligible return and place a new order for the desired product.
This is subject to product availability and our return requirements.
SECTION 9 – REFUNDS
Once we receive and inspect an eligible returned product, we will notify you whether your refund has been approved or denied.
If your refund is approved, we will issue the refund to the original payment method used for the purchase, unless otherwise agreed or required by applicable law.
Refund processing may take up to 10 business days after approval.
After NOVA PETS processes your refund, your bank, credit card company, or payment provider may require additional time to post the funds to your account.
The time required for the refund to appear in your account may therefore vary depending on your payment provider.
SECTION 10 – PARTIAL REFUNDS
In certain circumstances, we may issue a partial refund where permitted by applicable law.
This may apply where:
- A returned product shows minor damage or signs of use;
- Components or accessories are missing;
- The product has been altered;
- The product is returned in a condition that differs materially from the condition in which it was received; or
- Another circumstance justifies a partial refund under applicable law.
We will notify you before applying a partial refund where reasonably practicable.
SECTION 11 – LATE OR MISSING REFUNDS
If you have been notified that your refund has been processed but you have not received it:
- Check your bank account again;
- Contact your credit card company or payment provider;
- Contact your bank, as additional processing time may be required.
If you have completed these steps and still have not received your refund, please contact us at:
SECTION 12 – ORDER CANCELLATIONS
If you need to cancel an order, please contact us as soon as possible at:
We will make reasonable efforts to accommodate cancellation requests received before an order enters processing or fulfillment.
However, once an order has entered processing, fulfillment, or shipment, we may be unable to cancel it.
If the order can no longer be canceled, you may request a return in accordance with this Refund and Return Policy after receiving the product.
Nothing in this section limits any cancellation rights that may be required by applicable law.
SECTION 13 – SALE ITEMS AND PROMOTIONAL PRODUCTS
Unless otherwise stated at the time of purchase, sale or promotional products are subject to the same return requirements described in this policy.
If a product is specifically identified as Final Sale, it may not be eligible for return or refund except where required by applicable law.
SECTION 14 – FRAUDULENT OR ABUSIVE RETURNS
We reserve the right to refuse returns or refunds where we reasonably believe that a return request involves:
- Fraud;
- Abuse of our return policy;
- Repeated unreasonable return activity;
- False claims regarding damaged or defective products;
- Products that were not purchased from NOVA PETS; or
- Other conduct that violates these Terms or applicable law.
Nothing in this section limits any consumer rights that cannot legally be excluded or restricted.
SECTION 15 – CHANGES TO THIS POLICY
We may update or modify this Refund and Return Policy from time to time.
When we make changes, we will update the "Last Updated" date at the beginning of this policy.
Any changes will apply prospectively to purchases made after the updated policy becomes effective, unless otherwise required by applicable law.
We encourage you to review this policy before making a purchase.
SECTION 16 – CONTACT INFORMATION
If you have questions regarding returns, refunds, exchanges, damaged products, or this policy, please contact us:
NOVA PETS
Email: contact@novamit.net