Return Policy
At PetNova, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review the following policy.
Returns
We accept return requests within 30 days of the delivery date.
To be eligible for a return, the item must:
- Be unused and in its original condition.
- Be returned in its original packaging.
- Include proof of purchase.
Items returned without prior authorization may not be accepted.
Non-Returnable Items
The following items cannot be returned:
- Used products.
- Products damaged by misuse.
- Gift cards.
- Clearance or final sale items.
- Personalized or customized products.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.
To help us resolve the issue quickly, please provide:
- Your order number.
- A description of the issue.
- Clear photos showing the problem.
Depending on the situation, we may offer a replacement, store credit, or refund.
Refunds
Once your request is reviewed and approved, refunds will be processed to the original payment method.
Please allow 5–10 business days for the refund to appear on your account, depending on your bank or payment provider.
Order Cancellations
Orders may be canceled within 12 hours of purchase.
Once an order has been processed or shipped, it can no longer be canceled.
Shipping Costs for Returns
Customers are responsible for return shipping costs unless the item received is defective, damaged, or incorrect.
Original shipping fees are non-refundable.
Chargebacks and Fraud Prevention
PetNova reserves the right to dispute chargebacks when proof of delivery, tracking information, or evidence of order fulfillment is available.
Contact Us
If you have any questions regarding returns or refunds, please contact us through our Contact page.