Refund policy

Returns & Refunds Policy

At NuviaPup, your dogā€™s comfort and safety are our top priorities. We stand behind the quality of our products while maintaining hygiene and pet safety standards.

Please review our policy below before requesting a return.

šŸ¾ 30-Day Calm Guarantee

We offer a 30-Day Calm Guarantee to ensure your peace of mind.

If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery, and we will gladly arrange a replacement or store credit.

This guarantee applies to all eligible products.

šŸ”„ Returns (Unused Items Only)

We accept returns within 14 days of delivery under the following conditions:

  • Item must be unused, unworn, and in original packaging

  • Return request must be approved before shipping

  • Customer is responsible for return shipping costs

  • Original shipping fees are non-refundable

Once the return is received and inspected, approved refunds will be issued as store credit or original payment method, at our discretion.

šŸš« Final Sale Items (Important)

For hygiene and pet safety reasons, the following items are final sale and not eligible for returns or exchanges once delivered:

  • Dog beds and sleep products

  • Feeding bowls and lick mats

  • Comfort items that come into prolonged contact with pets

  • Any product marked Final Sale

Final sale items are still covered under our 30-Day Calm Guarantee if they arrive damaged, defective, or incorrect.

šŸ§ø Non-Returnable Conditions

Returns will not be accepted if:

  • The item has been used, washed, or worn

  • The item shows pet hair, odor, or damage

  • The return request is submitted after 14 days

  • The item is a final sale product

šŸ” Exchanges

At this time, we do not offer direct exchanges.
If eligible, you may return an unused item and place a new order.

šŸ“¦ Return Process

  1. Contact our support team with your order number

  2. Our team will review your request and provide next steps

  3. Ship the item back once approved

  4. Refund or store credit is processed after inspection

Unauthorized returns will not be accepted.

šŸ“§ Contact Us

If you have questions about your order or need assistance, our support team is happy to help.

šŸ“© Contact us through our Contact page or by email support@nuviapup.com.