Refund & Return Policy

Last updated: August 29, 2026

At NovaPets, we want you and your pets to be happy with your purchase. If you have an issue with your order, please contact us and we’ll do our best to help.

1. Returns

We accept eligible returns within 30 days of delivery.

To be eligible for a return:

The item must be unused and in its original condition.

The item must be in its original packaging, where applicable.

You must provide proof of purchase or your order number.

The return must be approved by NovaPets before you send the item back.

Items that have been used, damaged, altered, or returned without prior approval may not be eligible for a refund.

2. Damaged 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

If the issue is confirmed, we may offer a replacement, refund, or another appropriate solution.

3. Change of Mind

If you change your mind about your purchase, you may request a return within 30 days of delivery, provided the item is unused and in its original condition.

Unless the item is faulty, damaged, or incorrect, the customer is responsible for return shipping costs.

4. Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method.

Please allow additional time for your bank or payment provider to process the refund.

Original shipping costs are generally non-refundable unless the refund is due to an error on our part or a faulty, damaged, or incorrect item.

5. Non-Returnable Items

Certain items may not be eligible for return for hygiene, health, safety, or other reasons. This may include:

Used pet hygiene products

Opened consumable products

Personalised or customised products

Gift cards

Items clearly marked as non-returnable

6. How to Request a Return

To request a return or refund, contact us through our customer support contact details provided on our website.

Please provide your order number and explain the reason for your request.

Do not send an item back before receiving return instructions from us.

7. Return Shipping

If the return is due to a change of mind, the customer is generally responsible for return shipping.

If the item is faulty, damaged, defective, or incorrect, NovaPets will work with you to resolve the issue and, where appropriate, cover reasonable return shipping costs.

8. Order Cancellations

If you need to cancel an order, contact us as soon as possible.

We cannot guarantee that an order can be cancelled once it has been processed or shipped.

9. Consumer Rights

This policy does not limit or exclude any rights you may have under applicable consumer protection laws, including the Australian Consumer Law (ACL).

Where the law provides you with a remedy, those rights apply regardless of this policy.

10. Contact Us

If you have any questions about our Refund & Return Policy, please contact NovaPets through the contact information provided on our website.

NovaPets
Quality products and essentials for your beloved pets.