Refund policy
At Petnovo, we want you to feel confident about your purchase. This Return & Refund Policy explains how to cancel an order and request a return, refund, or exchange.
This policy applies only to products purchased directly from petnovo.com. Products purchased through another retailer or sales channel are subject to that seller’s return policy.
Order Cancellation
To request an order cancellation, please contact us as soon as possible at:
We may cancel your order and issue a full refund if the cancellation request is received before the order enters processing or fulfillment.
Because orders may begin processing shortly after they are placed, cancellation requests are not guaranteed.
Once an order has been processed or shipped, it can no longer be canceled or intercepted. After receiving the package, you may submit a return request in accordance with the policy below.
30-Day Return Window
Eligible products may be returned within 30 calendar days of delivery.
The return period begins on the date the shipping carrier confirms that the package was delivered.
Return requests submitted more than 30 calendar days after delivery are generally not eligible for a return, refund, or exchange.
Return Conditions
To qualify for a return, the product must:
- Be unused, unwashed, clean, and unaltered
- Be in its original condition
- Be in resalable condition
- Include the original packaging, accessories, instructions, tags, and other included components, where applicable
- Be accompanied by valid proof of purchase or a Petnovo order number
- Receive return authorization from Petnovo before being shipped back
Returned products should be free from pet hair, odors, stains, dirt, damage, and other signs of use.
Opening the outer shipping package to inspect the product does not automatically make it ineligible for return, provided that the product remains unused and in resalable condition.
Non-Returnable Items
The following products are not eligible for return:
- Gift cards
- Products clearly marked as Final Sale
- Products specifically identified as non-returnable on the product page
- Used, washed, altered, contaminated, or customer-damaged products
- Products missing original accessories, components, or packaging
- Products returned more than 30 calendar days after delivery
- Products returned without valid proof of purchase
- Unauthorized returns sent without contacting Petnovo first
Discounted or promotional products are not automatically considered Final Sale unless they are clearly marked as Final Sale on the product page.
How to Request a Return or Exchange
To initiate a return or exchange, email us at:
Please provide:
- Your full name
- Your Petnovo order number
- The product you wish to return or exchange
- The reason for your request
- Photos or videos if the product is damaged, defective, incorrect, or missing components
Photos are generally not required for an ordinary change-of-mind return unless requested by our customer service team.
After reviewing your request, we will provide:
- Return approval, if eligible
- The authorized return address
- Return instructions
- A Return Merchandise Authorization number, also known as an RMA number, where applicable
Please do not return a product without contacting us first.
Do not send the product back to the manufacturer or to the address shown on the original shipping label unless Petnovo specifically instructs you to do so.
Please include your name, order number, and RMA number, where provided, inside the return package.
Damaged, Defective, or Incorrect Products
If your order arrives damaged, incorrect, or with missing components, please contact us within 3 business days of delivery whenever possible.
For other product defects discovered after delivery, please contact us within the 30-day return window.
Please provide:
- Your order number
- A description of the issue
- Photos or videos of the product
- Photos of the packaging
- A photo of the shipping label, if requested
If we confirm that the product is damaged, defective, incorrect, or affected by a Petnovo fulfillment error, Petnovo will cover the reasonable return shipping cost.
When a return is required, we will provide a prepaid return shipping label or other approved return instructions.
Depending on product availability and your preference, we may provide:
- A replacement
- An exchange for the same product
- A refund to the original payment method
Change-of-Mind Returns
If you are returning a product for a reason unrelated to damage, defects, incorrect fulfillment, or another Petnovo error, you will be responsible for the return shipping cost.
Examples include:
- Changing your mind
- Ordering the wrong product
- Ordering the wrong size or quantity
- No longer needing the product
- Personal preference
You may arrange return shipping through a carrier of your choice. We strongly recommend using a trackable shipping service and keeping the tracking number and shipping receipt.
If Petnovo provides a return label for a change-of-mind return, the cost of the return label may be deducted from your refund.
Petnovo is not responsible for customer-paid return packages that are lost, delayed, or damaged during return transit.
Original Shipping Charges
Original shipping and handling charges are non-refundable for change-of-mind returns.
If the return is caused by a damaged, defective, or incorrect product, or another confirmed Petnovo error, the original standard shipping charge may also be refunded.
Any expedited or optional shipping charges are generally non-refundable unless the service was not provided because of a confirmed Petnovo error.
Return Inspection
Once your return has been delivered to the authorized return location, please allow approximately 1–5 business days for inspection and processing.
We will notify you by email after the inspection and inform you whether the refund has been:
- Approved
- Partially approved
- Declined
A full refund may not be available if the returned product:
- Shows signs of use
- Is dirty, stained, washed, altered, or damaged
- Is missing accessories, components, instructions, or packaging
- Is not in its original or resalable condition
- Was damaged for reasons unrelated to Petnovo
Where permitted, we may issue a partial refund or decline the return. We will explain the decision by email.
Refund Method and Processing Time
Approved refunds will be issued to the original payment method.
Please allow up to 10 business days after refund approval for Petnovo to issue the refund.
After the refund has been issued, your bank, credit card company, or payment provider may require additional time to post the funds to your account.
This additional processing time is determined by your financial institution and is outside Petnovo’s control.
If more than 15 business days have passed since your refund was approved and you still have not received it, please contact:
Exchanges
We offer exchanges for products that arrive:
- Damaged
- Defective
- Incorrect
- Missing required components
Exchanges are subject to product availability.
If the requested replacement is unavailable, we may offer an alternative product or issue a refund to the original payment method.
For preference-based exchanges, such as choosing a different item, model, size, or color, you may be asked to return the original product and place a new order.
Refused or Undeliverable Packages
Refusing a delivery does not automatically qualify the order for a full refund.
If a package is refused, unclaimed, or returned because of an incorrect or incomplete address, the customer may be responsible for:
- The original shipping charge
- Return-to-sender fees
- Additional shipping charges for reshipment
Where permitted, applicable shipping or return charges may be deducted from the refund.
Return Shipping Recommendations
Please package returned products securely to prevent damage during transit.
For customer-paid returns, we strongly recommend:
- Using a trackable shipping service
- Keeping the return tracking number
- Keeping the shipping receipt
- Purchasing shipping insurance for high-value products
A refund cannot be completed until the return is confirmed as delivered to the authorized return location.
Contact Us
For questions about cancellations, returns, refunds, or exchanges, please contact:
Petnovo Customer Service
Email: customerservice@petnovo.com
Thank you for choosing Petnovo.