Returns & Refunds
Returns & Refunds Policy
Last updated: July 2026
Our Commitment to You
At Nuzzle Pet Care, your satisfaction matters. We stand behind the quality of every product we sell and want to make sure you and your pet are completely happy with your order. If something isn't right, we're here to help.
Return Window
You have 10 days from the date of delivery to request a return or refund. Requests made after this period will not be eligible unless there are exceptional circumstances, which we will review on a case-by-case basis.
Valid Reasons for a Return
We accept return and refund requests for the following reasons:
- Wrong item received: The product you received is different from what you ordered (wrong size, colour, or product).
- Damaged or defective product: The item arrived damaged, broken, or with a manufacturing defect that makes it unusable or unsafe.
- Item not as described: The product significantly differs from its description or images on our website.
- Delivery issue: The order arrived in unacceptable condition due to a courier or packaging failure.
Please note: We are unable to accept returns for change of mind, incorrect size selection (where sizing information was clearly provided), or items that have been used, washed, or altered from their original condition.
How to Request a Return
To initiate a return, please contact us within the 10-day window by emailing nuzzlepetcare@gmail.com with the following information:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photos of the item (required for damaged, defective, or wrong item claims)
We will review your request and respond within 2 working days with instructions on how to proceed.
Refund Process
Once your return has been approved and the item has been received and inspected (or a photo-based claim accepted), we will process your refund. Refunds are issued to the original payment method used at checkout and typically appear within 5–10 business days, depending on your bank or payment provider.
Important Note on Supplier-Dependent Returns
As a dropshipping business, some return conditions and return shipping arrangements may depend on the policies of the specific supplier who fulfilled your order. We will always act as your advocate in any return or refund process and will clearly communicate any supplier-specific requirements that apply to your case. In all valid circumstances, we ensure you receive a fair resolution — whether that is a full refund, a replacement, or a store credit.
Return Shipping Costs
- Faulty, damaged, or incorrect items: We will cover the return shipping cost.
- Other valid returns: Return shipping costs may apply and will be discussed on a case-by-case basis.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned once opened or used unless they are faulty:
- Pet food and treats
- Grooming products and consumables
- Any item clearly marked as non-returnable on its product page
Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. You always have the right to return faulty or misdescribed goods under UK consumer law.
Contact Us
If you have any questions about our returns policy, please email us at nuzzlepetcare@gmail.com. We aim to respond within one working day.