Return & Refund Policy

Last Updated: October 10, 2026

At Norvella Pets, we want you and your pets to be happy with every purchase. If something isn't right, we're here to help.

1. 30-Day Return Policy

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

To be eligible for a standard return, your item must be:

• Unused and in its original condition.

• In its original packaging, where applicable.

• Accompanied by proof of purchase or an order number.

To start a return, email norvellapets@gmail.com with your order number and the reason for your request.

Please do not send products back without contacting us first. We will provide return instructions and the appropriate address after reviewing your request.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible, and no later than 30 days after delivery.

Include your order number and clear photos or videos showing the issue.

Once we review the information, we will arrange an appropriate resolution, which may include a replacement or refund.

For verified fulfillment errors or defective products, we will cover any return shipping costs if a physical return is necessary.

In some cases, a return may not be required.

3. Change-of-Mind Returns

If you change your mind about a purchase, you may request a return within the 30-day return period, provided the item meets our return eligibility conditions.

For approved change-of-mind returns, customers are responsible for return shipping costs.

Original shipping charges are generally non-refundable, except where required by law.

4. Non-Returnable Items

We cannot accept standard change-of-mind returns for:

• Items that have been used, damaged after delivery, or altered by the customer.

• Items that are missing essential parts or packaging, where this prevents resale.

• Products specifically identified as final sale before purchase, except where applicable law requires otherwise.

These exclusions do not affect your legal rights regarding defective, damaged, or incorrectly supplied products.

5. Refund Processing

Once an approved return is received and inspected, we will notify you of the refund decision.

Approved refunds will be issued to your original payment method, generally within 10 business days after approval.

Your bank or payment provider may require additional time to post the refund.

If more than 15 business days have passed since we confirmed your refund, please contact us.

6. Exchanges

If you receive a damaged, defective, or incorrect item, contact us so we can help arrange a replacement when appropriate.

For other exchange requests, please contact our support team to discuss the available options.

7. Order Cancellations

If you need to cancel an order, email us as soon as possible at norvellapets@gmail.com.

We will attempt to cancel the order before it enters fulfillment.

Once an order has been processed or shipped, cancellation may no longer be possible. In that case, our return policy may apply after delivery.

8. Lost or Missing Orders

If your order has not arrived within the estimated delivery timeframe, please contact us with your order number.

We will review the tracking information and investigate with our fulfillment or shipping partners.

Where an order is confirmed lost or undelivered, we will provide an appropriate resolution consistent with applicable law.

9. Contact Us

For all return, refund, exchange, or cancellation inquiries:

Norvella Pets

Email: norvellapets@gmail.com

Website: https://norvellapets.com

Please include your order number so we can assist you efficiently.

We appreciate your trust in Norvella Pets and look forward to helping you create a cleaner, happier home for your furry companions.