Returns & Refund Policy

Effective Date: June 13, 2026  |  Last Updated: June 13, 2026

1. Shipping & Delivery Timeframes

NutraPet products are dispatched from our fulfilment centre and delivered via international tracked shipping. Please allow 15–28 business days from the date of dispatch for delivery. During peak periods, delivery may take up to 35 business days.

A tracking number will be emailed to you within 3–5 business days of your order being placed. You are responsible for monitoring your tracking information. NutraPet is not liable for delays caused by customs clearance, local postal services, or circumstances beyond our control.

Orders are not considered lost or missing until 35 business days have passed from the dispatch date. Refund or replacement requests based on non-delivery will not be accepted before this period has elapsed.

2. Our 30-Day Satisfaction Guarantee

We stand behind our product. If you are genuinely unsatisfied with your purchase, contact us within 30 days of the delivery date (as confirmed by the tracking carrier) and we will offer a resolution — either a replacement or a refund of the product cost, at our discretion.

The 30-day satisfaction window begins on the confirmed delivery date, not the order date.

3. Refund Eligibility

To be eligible for a refund you must:

• Contact us within 30 days of the confirmed delivery date
• Provide your order number and a clear reason for the request
• Have purchased directly from nutrapet.co

Refund requests will not be accepted in the following circumstances:

• Requests made after 30 days from the confirmed delivery date
• Claims of non-delivery made before 35 business days from dispatch
• Products purchased through unauthorised third-party sellers
• Damage caused by improper storage or handling by the customer
• Change of mind after the eligibility window has passed

4. No Physical Returns Required

Due to the nature of our international fulfilment, we do not require customers to physically return products. Approved refunds are issued without return shipment. Do not send products back to any address — unsolicited returns will not be accepted and no refund will be issued for them.

5. Refund Process

Once your refund request is approved, we will process it within 5–10 business days to your original payment method. You will receive a confirmation email when issued. Please note that your bank may take an additional 3–5 business days to reflect the credit.

6. Subscription Orders

Subscriptions may be cancelled at any time before the next billing date by emailing support@nutrapet.co. Cancellations must be received at least 48 hours before the next scheduled billing date to be effective for that cycle. Subscription charges already processed and dispatched are subject to the standard 30-day policy above and are not automatically refundable.

7. Damaged or Incorrect Items

If you receive a damaged or incorrect item, contact us within 7 days of delivery with photographic evidence. We will arrange a replacement at no cost. Claims submitted after 7 days will not be accepted.

8. Chargebacks & Payment Disputes

We take fraudulent chargebacks extremely seriously. Filing a chargeback without first contacting NutraPet to seek resolution is considered a breach of this policy. In all chargeback cases we will submit comprehensive evidence to the payment processor including: proof of order, tracking confirmation, delivery evidence, IP address logs, and all communication records.

Customers found to have received a refund and subsequently filed a chargeback will be considered to have committed fraud and may be reported to relevant fraud prevention agencies.

We strongly encourage you to contact us before raising a dispute — we resolve genuine issues quickly and fairly.

9. Contact Us

For all refund, return, or order queries: support@nutrapet.co
Response time: within 24–48 business hours.