Politique de remboursement

At Nuvopet, we want you and your furry friends to be completely satisfied. Our 60-day policy is designed to give you peace of mind while ensuring strict hygiene and logistics standards are met.

1. Damaged or Defective Items

If your order arrives in a damaged condition, don't worry!

Mandatory Proof: You must send clear photos of the damaged item AND the packaging to hello@nuvopet.ca within 48 hours of reception.

Solution: Once the damage is verified by our team, we will proceed with a replacement or a refund at no additional cost to you.

2. Satisfaction Guarantee (If the brush does not suit your pet)

We know every pet is unique. If the brush doesn't seem to work for your companion, you can request a return within 60 days. However, to be eligible for a partial or full refund:

Recommended Usage: The product must have been used on the specific animal species recommended on the product page (Cat, Dog, etc.). Any use on an unspecified animal automatically voids the guarantee.

Condition of the Item: For hygiene reasons, the item must be thoroughly cleaned of all fur or residue before being returned. Any item received "dirty" will be systematically refused.

Packaging: The original packaging must be kept and returned with the item.

3. Return Shipping & Logistics (Please read carefully)

Before initiating a return, please evaluate if the process is financially advantageous for you:

Shipping Costs: All shipping costs for returning the item are the exclusive responsibility of the customer. Since our products are affordably priced, tracked shipping fees (which are mandatory) often represent a significant portion of the original purchase price.

Restocking Fee: A 15% restocking and sanitation fee may be deducted from the final refund to cover the mandatory sanitary inspection and processing of the item.

Original Shipping: Shipping fees paid during the initial order are non-refundable.

4. Return Procedure

Before sending anything back, you must obtain email authorization. Any package received without prior authorization or without a tracking number will be refused and will not be eligible for a refund.

5. Refunds

Once the inspection is complete (please allow up to 10 business days), we will notify you of the approval or rejection of your refund. If approved, the amount (minus applicable fees) will be credited to your original payment method.