Refund policy

Last Updated: June 30, 2026

At PetNova, we're committed to providing high-quality pet essentials that you and your furry friends will love. If you're not completely satisfied with your purchase, we're here to help.

1. Return Eligibility

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must:

Be unused and in its original condition.
Be in its original packaging.
Include all accessories and manuals (if applicable).
Not be damaged due to misuse, neglect, or normal wear and tear.

For hygiene and safety reasons, we cannot accept returns on products that have been used by pets unless they arrive defective or damaged.

2. Non-Returnable Items

The following items are not eligible for return:

Used pet products (unless defective)
Personalized or custom-made products
Gift cards
Clearance or final sale items
Products damaged through improper use or accidental damage

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please include:

Your order number
A description of the issue
Clear photos or videos showing the problem

Once verified, we will offer one of the following at no additional cost:

A replacement item
A full refund
A partial refund, where appropriate

4. Order Cancellations

Orders may be cancelled within 12 hours of purchase for a full refund.

Once an order has entered processing or has been shipped, it cannot be cancelled.

5. Return Shipping

If the return is due to our mistake (incorrect, damaged, or defective item), we will cover the return shipping costs.

For all other approved returns:

Customers are responsible for return shipping costs.
Original shipping charges are non-refundable.

Please do not send any items back without first contacting us for return authorization.

6. Refunds

After we receive and inspect your returned item, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.

7. Exchanges

We only replace items if they are defective, damaged, or incorrect.

If you need an exchange, please contact us with your order details and supporting photos.

8. Lost Packages

If your package is marked as delivered but you have not received it:

Please first check around your property and with neighbors.
Contact the shipping carrier.
If you still cannot locate your package, contact us within 7 days of the delivery date.

We will work with the carrier to investigate the issue. Refunds or replacements for lost packages will be provided when appropriate after the investigation.

9. Shipping Delays

As a dropshipping business, some products are shipped directly from our international fulfillment partners.

While we strive to deliver orders as quickly as possible, shipping delays caused by customs, weather, carrier disruptions, or other circumstances beyond our control are not eligible for refunds.