Thirty days, and we pay the postage when it was our fault.

The window

Thirty days from the day it arrives. That is thirty days to decide, not thirty days to notice a fault, and it runs from delivery rather than from order.

What we take back

Anything, in any condition, if it failed or arrived damaged. Anything unused and in its packaging, if you simply changed your mind. A brush that has been through a cat is not unused, and we will still take it back if it failed.

Who pays the postage

• It failed, it arrived damaged, or it is not what the page said. We pay. We email you a prepaid label and you are refunded the full amount including what you paid for shipping.
• You changed your mind. You pay the return postage. We refund the price of the item. The original shipping, if you paid any, is not refunded.

When something arrives broken

Send a photograph to hello@nuzzpet.com before you send anything back. For most things we will simply ship a replacement and tell you to keep or bin the broken one, because the return postage on a nine dollar brush costs more than the brush. That is not generosity, it is arithmetic, and we would rather spend it on you than on a courier.

How to start one

Write to hello@nuzzpet.com with your order number. There is no form. There is no returns portal to log into. A person reads it and answers, usually the same day.

When the money comes back

We refund within three business days of the parcel reaching the warehouse, or within three business days of the photograph if we are not asking for it back. It then takes your bank five to ten days to show it, which is their timetable and not ours. The refund goes to the card you paid with. We do not offer store credit instead of a refund unless you ask for it.

If your order ships late

This one is law and we think it is a good law, so here it is in full. We promise a shipping date on every order. If we are going to miss it, we write to you before the date passes, with a revised date and a one click option to cancel for a full refund. If we then miss the revised date, we cancel and refund you without asking. You never have to chase us for money we are holding for a parcel that has not moved.

Cancelling before it ships

Write to us. If it has not left the warehouse we cancel it and refund it in full, including shipping. If it has already gone, it becomes an ordinary return.

Subscriptions

The bags are the only thing you can put on a repeating order. You are charged when each delivery ships, never before. There is no minimum number of deliveries and no fee to stop. Skipping, moving or cancelling is one action and does not require talking to anybody.