Returns

1. Return Eligibility

We accept eligible return requests made within 7 days of confirmed delivery.

To qualify, the product must be unused, unopened where applicable, in its original packaging, have original seals, labels, and protective packaging intact, be in the same condition in which it was received, and include proof of purchase or applicable order information.

Products that do not meet these conditions may not qualify for a return or refund.

2. Hygiene, Grooming, and Consumable Pet Products

For health, hygiene, and safety reasons, certain pet-care products cannot be returned after they have been opened, used, tested, consumed, or had an original seal removed.

This may include pet shampoos and conditioners, grooming liquids, dental or hygiene products, treats or consumable products if offered, waste-management items, products intended for direct contact with a pet’s mouth or body, and other sealed hygiene-sensitive products.

Once such a product has been opened or used, it will generally be considered final sale unless it was defective, damaged upon delivery, or an incorrect item was sent.

3. Non-Returnable Items

The following items are generally not eligible for return:

• Opened, used, chewed, worn, washed, or materially altered pet products
• Products with broken or removed hygiene or safety seals
• Opened consumable or hygiene-sensitive products
• Products returned outside the 7-day return period
• Products damaged after delivery through misuse, chewing, improper storage, or ordinary wear
• Products clearly identified as final sale
• Gift cards, if offered
• Free promotional items
• Products without sufficient proof of purchase
• Products materially different from their original condition

Nothing in this policy is intended to limit mandatory consumer rights that may apply under law.

4. How to Request a Return

Before sending any product back, contact our customer support team at Infonupetsupplies@gmail.com.

Please include your full name, order number, email address used for the order, the product you wish to return, the reason for the return, and photographs where relevant.

Do not send a return until you have received return instructions from our team. Unauthorized returns may be delayed or may not qualify for a refund.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, broken, leaking where applicable, or contains an incorrect product, contact us within 48 hours of delivery.

Include your order number, a description of the issue, clear photographs of the product, photographs of the packaging, and photographs of visible damage where applicable. Please retain the original product and packaging while the request is reviewed.

After review, we may offer a replacement, refund, store credit, or another reasonable resolution depending on the circumstances and product availability.

6. Missing Items

If an item appears to be missing from your order, contact us as soon as possible after delivery. We may request photographs of the products received, shipping box or package, shipping label, and packing materials so we can investigate the fulfillment and shipping records.

7. Return Shipping

Unless the return results from an incorrect item sent by us, a verified damaged or defective product, or another error attributable to Nu Pet Supplies, the customer is responsible for return shipping costs. Original shipping charges are generally non-refundable.

If the return is caused by our error, we may provide return instructions or reimburse reasonable return shipping costs where appropriate.

8. Return Shipping Responsibility

If you are responsible for sending a product back, we recommend using a trackable shipping service. Nu Pet Supplies is not responsible for return packages that are lost in transit, delivered to an incorrect address, damaged during return shipping, or sent without following the provided return instructions.

A refund cannot be processed until the applicable returned product has been received and reviewed, unless we advise otherwise.

9. Inspection of Returns

Once an authorized return is received, we will inspect it to confirm that it meets the return requirements. We may verify product condition, packaging, safety or hygiene seals, signs of use, whether the returned product matches the original order, and whether all applicable components have been returned.

After inspection, we will notify you whether the return has been approved or declined.

10. Refunds

If a refund is approved, we will initiate it to the original payment method, unless another method is legally required or mutually agreed. Approved refunds are generally processed by us within 5–7 business days after the return has been received and approved.

Your bank, card issuer, or payment provider may require additional time to post the refund. That posting time is controlled by the financial institution and is outside our control.

11. Shipping Charges

Original shipping and delivery charges are generally non-refundable. Shipping charges may be refunded where we shipped an incorrect product, the product arrived verified as damaged or defective, or applicable law requires otherwise. Additional or expedited delivery fees may be non-refundable once the service has been provided.

12. Partial Refunds

Where permitted by law, a partial refund may apply if an eligible product is returned with missing packaging or components, the product has been damaged after delivery, its condition has materially deteriorated, or only part of an order qualifies for a refund. We will notify you if a partial refund applies.

13. Exchanges

We do not guarantee direct product exchanges. If an eligible item must be replaced because it was damaged, defective, or incorrect, we may provide a replacement depending on product availability. For preference-based returns, you may be asked to return the eligible product for a refund and place a new order separately.

14. Order Cancellations

If you need to cancel or modify an order, contact us as soon as possible at Infonupetsupplies@gmail.com. We will make reasonable efforts to assist, but we cannot guarantee changes or cancellation after an order has entered processing, fulfillment, or shipping. Once shipped, an order will generally be subject to our standard return requirements.

15. Refused and Undeliverable Packages

Orders returned because of an incorrect or incomplete customer-provided address, failure to accept delivery, an unclaimed package, or another customer-related delivery issue may be subject to deduction of applicable shipping and return-shipping costs from any eligible refund where permitted by law. Additional shipping charges may apply if you request reshipment.

16. Pet Sensitivities and Product Compatibility

Pets may react differently to grooming products, treats, materials, toys, bedding, or other pet supplies. Customers are responsible for reviewing ingredients, materials, sizing, warnings, and product instructions before use, particularly where a pet has known allergies, sensitivities, health conditions, or chewing behavior.

Unless required by law, a product generally does not qualify for return solely because it did not meet a personal preference, was unsuitable due to an incorrectly selected size or type, or caused a reaction associated with a known sensitivity or allergy. If a pet experiences irritation or an unexpected reaction, discontinue use and seek appropriate veterinary guidance where necessary.

17. Promotional and Free Products

Products provided free of charge as part of a promotion generally have no refundable cash value. If returning a qualifying purchase causes the original order to no longer satisfy a promotion, the value of promotional items or discounts may be considered when calculating the refund where permitted by law.

18. Chargebacks and Payment Disputes

We encourage customers to contact us before initiating a chargeback or payment dispute. If there is a problem with your order, email Infonupetsupplies@gmail.com so we can review the matter and attempt an appropriate resolution. Fraudulent or abusive payment disputes may be challenged using applicable order, delivery, communication, and transaction records.

19. Refund Abuse and Fraud

We reserve the right to decline returns, refunds, or replacements where we reasonably identify fraud, repeated abuse of the return process, false claims, manipulated evidence, unauthorized payment activity, or attempts to return products not purchased from Nu Pet Supplies. Decisions will be made reasonably and in accordance with applicable law.

20. Consumer Rights

This Refund & Return Policy is intended to supplement, not replace, consumer rights that cannot legally be excluded. If applicable law provides additional rights or remedies, those rights continue to apply.

21. Changes to This Policy

We may update this Refund & Return Policy from time to time to reflect changes in business practices, products, procedures, or legal requirements. The latest version will be identified by the “Last Updated” date at the top of this page.

22. Contact Us

For returns, damaged items, refund requests, or questions regarding this policy, please contact:

Nu Pet Supplies
Operated by Nu Pet Supplies LLC
123 Placeholder Commerce Avenue, Suite 100
Orlando, FL 32801
United States
Email: Infonupetsupplies@gmail.com

© 2026 Nu Pet Supplies / Nu Pet Supplies LLC. All rights reserved.