1. Our 30-day return window

You may request a voluntary return within 30 calendar days after delivery. For a change-of-mind return under this policy, the product should be unused, unworn, and in resalable condition, with its original packaging, labels, accessories, manuals, and components, together with proof of purchase.

Pet hair, odor, stains, washing, alteration, damage after delivery, or missing parts may affect eligibility or the refundable amount. Different rules may apply to faulty, misdescribed, or incorrect goods and to mandatory consumer rights, as explained below.

2. Start a return request

Before mailing an item, contact service@nuzlorapets.com. Include your name, order number, item, reason for return, and photographs if the product is damaged, defective, or incorrect.

If a return is approved, we will send the applicable instructions and return destination. If we authorize a prepaid label, we will provide it electronically. Please do not send items to our business address unless our team specifically gives you that address for the return.

5. Damaged, defective, incomplete, or incorrect orders

Please inspect your order when it arrives and contact us as soon as reasonably possible. Reporting an issue within 72 hours helps us investigate carrier damage promptly, but missing that period does not end any legal right concerning faulty or misdescribed goods.

If available, send clear photographs of the product, packaging, shipping label, and affected components. Keep the item and packaging until we provide instructions. Depending on the circumstances and applicable law, we may offer a replacement, repair, refund, or another appropriate remedy.

6. Products excluded from voluntary change-of-mind returns

For safety, hygiene, or product-integrity reasons, the following generally cannot be returned under our voluntary 30-day policy after they have been opened or used:

• Pet food, treats, supplements, and other consumables.
• Grooming and hygiene products with a broken seal or signs of use.
• Items with pet hair, odor, stains, or other signs of animal use.
• Personalized or custom-made products.
• Perishable items and gift cards.
• Products clearly marked “final sale” before purchase.

These exclusions do not remove rights for faulty, damaged, incorrect, or misdescribed goods. Statutory withdrawal exceptions apply only when the relevant law permits them.

9. European Union withdrawal rights

Where EU consumer withdrawal rules apply, an eligible customer generally has 14 days after receiving the goods to tell us they are withdrawing from an online purchase without giving a reason. After notifying us, the customer generally has another 14 days to send the goods back. Legal exceptions may apply, including certain personalized, perishable, or sealed hygiene goods after the seal has been broken.

For an eligible withdrawal, we will reimburse the purchase price and standard outbound delivery charge as required by law, generally within 14 days of receiving the withdrawal notice. We may wait until we receive the goods or proof that they were sent. The customer normally pays return postage if this was disclosed before purchase, unless we agree otherwise. Any deduction for handling beyond what is necessary to inspect the goods will follow applicable law.

These rights are separate from our voluntary 30-day return policy and from rights concerning faulty goods.

10. Refund review and timing

After an authorized return reaches the designated facility, we will review the item and notify you of the result. Approved refunds are issued to the original payment method. For voluntary returns, we aim to process the refund within 10 business days after approval; your bank or payment provider may need additional time to display it. A shorter statutory deadline takes priority wherever it applies.

If you have not received a refund after 15 business days following our approval notice, email service@nuzlorapets.com with your order number.

11. Packages lost in return transit

When arranging your own return shipment, use the address supplied by our team and keep tracking and proof of postage. Contact us if tracking shows a delivery problem. Responsibility for a lost return is determined by the circumstances and applicable law.

12. Contact our customer care team

For returns, refunds, cancellations, or an issue with a pet product, contact Nuzlorapets™ Customer Care:

Email: service@nuzlorapets.com
Phone: +86 159 8949 2069
Legal company: Hangzhou Lingjing Chuangke E-Commerce Co., Ltd.
Business address: Room 5369, Building 26, Chaohui Second District, Chaohui Subdistrict, Gongshu District, Hangzhou, Zhejiang Province, China
Support hours: 8:00 AM – 10:00 PM, China Standard Time (UTC+8)

Please include your order number when contacting us about a purchase.