RETURNS AND REFUNDS POLICY

Last updated: September 7, 2026

OVERVIEW

We want you to feel confident shopping with Nuzziva. This policy explains when returns, refunds, replacements, cancellations, and order corrections are available.

This policy applies to products purchased directly from Nuzziva. Nothing in this policy limits any rights available to you under applicable consumer law.

DAMAGED, DEFECTIVE, INCORRECT, OR INCOMPLETE ITEMS

Please contact us within 30 days after delivery if:

• Your item arrives damaged or defective.  
• You receive the wrong product or variant.  
• A required component is missing.  

Please include your order number and clear photos or video showing the product, the issue, the shipping label, and the original packaging.

After reviewing the claim, we may send a replacement or missing component, issue a partial refund, or issue a full refund. We will provide the solution that is most appropriate for the circumstances.

Please do not discard the product or packaging until we confirm that the claim has been resolved.

CHANGE-OF-MIND RETURNS

You may request a change-of-mind return within 14 days after delivery.

To be eligible, the product must be:

• Unused and unwashed.  
• Undamaged and unaltered.  
• Free from pet hair, dirt, odors, and other signs of use.  
• In its original packaging.  
• Returned with all components originally included.  

For hygiene reasons, pet grooming and hair-removal products that have been used or have come into direct contact with an animal are not eligible for a change-of-mind return.

This hygiene restriction does not apply when a product is confirmed to be damaged, defective, incorrect, or incomplete.

HOW TO START A RETURN

Contact us through our Contact page before returning any product.

If your return is approved, we will provide return instructions and the authorized return address. Please do not return products to the sender address printed on the original parcel unless we specifically instruct you to do so.

Products returned without authorization or sent to an unapproved address may not be accepted.

For an approved change-of-mind return, you are responsible for the return shipping cost. We strongly recommend using a trackable shipping service.

If the return results from our error or a verified product problem, we will provide an appropriate solution without requiring you to pay reasonable return costs.

REFUND INSPECTION AND PROCESSING

Change-of-mind refunds are issued after the returned product has been received and inspected.

If the returned product does not meet the eligibility requirements, we may reduce or decline the refund. We will contact you if there is a problem with the returned product.

Approved refunds are issued to the original payment method. After a refund has been issued, please allow approximately 5–10 business days for your bank or payment provider to post it to your account. Processing times vary by provider.

REPLACEMENTS AND EXCHANGES

For damaged, defective, incorrect, or incomplete products, we may send a replacement or missing component without requiring the original product to be returned.

For a change of size, color, variant, or personal preference, the original eligible product must normally be returned and a new order placed, unless we agree to another solution.

ORDER CANCELLATIONS

Contact us as soon as possible if you need to cancel an order.

We can normally cancel an order only before it has entered fulfillment processing. Once fulfillment or shipment has started, cancellation may no longer be possible. An eligible product may still be returned after delivery under this policy.

If we cannot ship your order within the processing time stated in our Shipping Policy, we will notify you. You may agree to the revised shipping date or cancel the affected unshipped order for a full refund.

INCORRECT ADDRESSES, REFUSED DELIVERIES, AND UNCLAIMED PACKAGES

You are responsible for providing a complete and accurate delivery address.

Orders that cannot be delivered because of an incorrect or incomplete address, refusal of delivery, failure to collect the parcel, an unavailable recipient, or failure to cooperate with the carrier are not automatically eligible for a refund or free replacement.

Please contact us as soon as possible. We will review the available carrier and reshipment options with you. Additional shipping costs may apply when redelivery is possible.

LATE OR MISSING DELIVERIES

Please review our Shipping Policy for current processing and estimated delivery times.

Contact us if tracking has not updated for seven business days or if your order has not arrived within the estimated delivery window. We will investigate the shipment with the carrier or fulfillment provider.

If the carrier confirms that a package is lost, or if it has not been delivered within 30 calendar days after shipment, we will offer a replacement or refund unless the delivery problem was caused by an incorrect address, refusal, non-collection, recipient unavailability, or a customs issue outside our reasonable control.

PACKAGES MARKED AS DELIVERED

If tracking shows that your package was delivered but you cannot locate it, please:

• Check around the delivery location and any secure parcel areas.  
• Ask other household members or neighbors who may have accepted it.  
• Contact the carrier for delivery details.  
• Contact us promptly, preferably within seven days of the recorded delivery.  

We may ask for a carrier case number, written confirmation of non-delivery, or other supporting information before approving a replacement or refund.

ITEMS NOT ELIGIBLE FOR CHANGE-OF-MIND RETURNS

The following are not eligible for a change-of-mind return:

• Used, washed, damaged, altered, or incomplete products.  
• Pet grooming or hair-removal products that have been used or exposed to pet hair, dirt, odors, or bodily substances.  
• Products returned without prior authorization.  
• Return requests submitted more than 14 days after delivery.  
• Orders affected by an incorrect address, refusal, non-collection, or another recipient-caused delivery failure.  

These exclusions do not override rights that cannot legally be excluded, including rights relating to verified defective, damaged, incorrect, or incomplete products.

CONTACT US

To request a return, refund, replacement, cancellation, or other assistance, contact us through our Contact page.

Please include:

• Your order number.  
• The email address used at checkout.  
• A clear description of the issue.  
• Any requested photos or video.