Refund policy
Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return, subject to the conditions below.
To be eligible for a standard return, your item must generally be in the same condition that you received it, unused, with any original tags, accessories, and packaging included. You will also need your receipt or proof of purchase.
To request a return, please contact us at:
Please do not send any item back before contacting us and receiving return instructions.
Because products may be fulfilled from different locations, the correct return address can vary depending on the item. Once your return request has been reviewed and approved, we will provide the appropriate return instructions and address.
Items returned without prior authorization may not be accepted.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, or different from what you ordered, contact us as soon as possible and provide:
- Your order number
- A description of the issue
- Clear photos or videos of the item and packaging where applicable
We will review the issue and advise you on the appropriate resolution.
Exceptions / Non-Returnable Items
Certain products may not be eligible for return for hygiene, safety, customization, or other reasons.
These may include:
- Personalized or custom-made products
- Perishable goods
- Opened or used personal-care or hygiene-related products
- Hazardous or restricted materials
- Gift cards
Please contact us before returning an item if you are unsure whether it is eligible.
Unless required by applicable law, certain final-sale items may also be non-returnable where this is clearly stated before purchase.
Exchanges
If you would like a different product, size, or variant, please contact us first.
Where an exchange cannot be processed directly, the fastest option may be to return the eligible item and place a new order once the return has been approved.
UK Customers — Right to Cancel
If you are purchasing online from the United Kingdom, you may have statutory cancellation rights in addition to our 30-day return policy.
For many online purchases, UK consumers generally have 14 days after receiving their goods to notify the seller that they wish to cancel, followed by a further period to return the goods.
Certain products and circumstances may be exempt from these cancellation rights.
Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded.
Refunds
Once we receive and inspect an eligible return, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow time for your bank, card issuer, or payment provider to process and display the refund after it has been issued.
If you have not received an approved refund within a reasonable period, please contact us at:
Return Shipping
Return-shipping arrangements may depend on the reason for the return.
If the item is confirmed to be damaged, defective, or incorrect, we will provide the appropriate instructions.
For other eligible returns, any applicable return-shipping responsibility or cost will be explained before the return is authorized.
Contact Us
For questions about returns or refunds, contact:
Norali Pet Wellness Customer Support
Email: support@noralipetwellness.com