Refund and Return Policy
Last Updated: 2026-07-07
Brand: Nouri Paws
1. Commitment to Quality
At Nouri Paws, we want every order to arrive as described and in good condition. Because our store includes pet care products and customized pet items, some returns are limited by hygiene, safety, and personalization rules.
2. Order Cancellation
We accept order cancellations before the order enters production or shipment.
For standard products that have not shipped, we can cancel the order and issue a full refund.
For customized pet projects, cancellation is available only before design, personalization, printing, production, or material preparation has started.
If the order has already shipped or customization work has started, cancellation may no longer be available.
3. Return Policy for Standard Products
We offer a 30-day return window from the date your item is delivered. To be eligible for return, the item must be unused, unopened, in its original packaging, and in resalable condition.
Dental powder and other pet care products must remain sealed. Opened, used, damaged, or tampered products cannot be returned for hygiene and safety reasons.
To start a return, contact us at service@nouripaws.com with your order number and reason for return.
4. Non-Returnable Items
The following items are not eligible for return unless they arrive defective, damaged, or materially different from the product description:
Customized or personalized pet products, including items made with a pet name, photo, custom design, custom size, or custom notes.
Opened or used dental powder, pet care products, powders, liquids, gels, sprays, wipes, or other hygiene-related goods.
Digital products, design services, gift cards, final-sale items, and sample fees where clearly marked.
5. Customized Pet Projects
Please check spelling, pet names, photos, sizes, colors, and personalization details carefully before placing your order. Customized products are made specifically for you and usually cannot be resold.
If we made an error in customization, or if your customized item arrives damaged or defective, contact us within 72 hours of delivery with clear photos. We will review the issue and may offer a replacement, correction, or refund where appropriate.
6. Refund Process
Once your return is received and inspected, we will notify you by email whether the refund is approved or rejected.
If approved, the refund will be issued to your original payment method within 7-10 business days. Your bank or card provider may need additional time to post the refund.
Shipping costs, customization service fees, gift wrapping, and expedited handling fees are non-refundable unless the return is due to our error.
7. Partial Refunds
Partial refunds may be granted at our discretion if an item is returned with missing packaging, signs of handling, or other issues not caused by our error, or if a return is approved outside the standard return window.
8. Late or Missing Refunds
If you have not received a refund yet, first check your bank account again. Then contact your credit card company or bank because posting times can vary. If you have completed these steps and still have not received your refund, contact us at service@nouripaws.com.
9. Exchanges for Defective or Damaged Items
Please inspect your order immediately after delivery. If an item is defective, damaged in transit, or incorrect, contact us within 72 hours of receiving it. Include your order number and photos of the issue.
We may replace the item, correct the order, or issue a refund depending on the situation.
10. Gifts
If an item was purchased as a gift, refund requests must generally be handled through the original purchaser and original payment method. We do not currently issue gift credits or certificates for returned gifts.
11. Return Shipping
Please email us before sending any return. We will provide the correct return instructions and address when the return is approved.
Customers are responsible for return shipping costs unless the return is due to our error, a defective product, or a damaged item. We recommend using a trackable shipping service for returns.
Email: service@nouripaws.com