Refund Policy

Refund & Return Policy

Last updated: January 1, 2025

We want you and your pet to be completely happy with every Petnove purchase. If something is not right, we make it easy to return or exchange.

Return Window

You have 30 days from the date of delivery to request a return or exchange.

Eligibility

• Items must be unused, unwashed, and in original packaging.
• Items marked "Final Sale" are not eligible for return.
• Grooming products that have been opened cannot be returned for hygiene reasons.
• Personalized or custom items are non-refundable unless defective.

How to Start a Return

1. Email support@petnove.com with your order number and reason for return.
2. We will send return instructions within 24-48 hours.
3. Ship the item back using a trackable method. Return shipping is the customer's responsibility unless the item is defective.
4. Once we receive and inspect the item, your refund will be processed within 5-7 business days.

Refund Method

Refunds are issued to the original payment method. Allow 5-10 business days for the credit to appear depending on your bank.

Damaged or Wrong Items

If you received a damaged, defective, or incorrect item, email us at support@petnove.com within 7 days with photos. We will send a replacement or full refund at no cost.

Exchanges

Want a different size or color? We offer free exchanges within 30 days. Email us to get started.

Contact

Email: support@petnove.com