Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the exact condition that you received it: unused, unwashed, completely free of any pet hair, dander, or odors, with all original tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello.novapet@gmail.com. Returns must be sent to the following address: 52 Marion St., Carteret, New Jersey - 07008

If your return is accepted, we will send you instructions on how and where to send your package. Customers are responsible for paying for their own shipping costs for returning your item. Shipping costs are non-refundable. We strongly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello.novapet@gmail.com.

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items Certain types of items cannot be returned, including used, hair-covered, or odorous pet beds due to strict hygienic standards. Sale items and gift cards are final sale and cannot be returned. Please get in touch if you have questions or concerns about your specific item.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Your item must be unused, free of pet hair/odors, and in its original packaging with proof of purchase.

Inspection and Rejected Returns All returned items undergo a physical inspection upon arrival at our facility. If a returned item fails to meet our hygiene and condition standards—such as arriving with pet hair, dander, odors, wear, or signs of use—the return will be rejected, and a refund will not be issued.

If your return is rejected, you have the option to have the item shipped back to you at your own expense. We will provide a shipping invoice for you to cover the carrier costs. If return shipping arrangements are not paid or claimed within 14 days of notification, the item will be securely disposed of or donated.

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at hello.novapet@gmail.com.