Refund policy

BINDING AGREEMENT — BY COMPLETING CHECKOUT YOU CONFIRM YOU HAVE READ AND AGREED TO THIS POLICY IN FULL. THIS POLICY IS LEGALLY BINDING.

ALL SALES ARE FINAL

All purchases made on nutrapet.co are final. We do not offer refunds, replacements, or exchanges except in the limited circumstances outlined below.

CONDITIONAL 30-DAY GUARANTEE

We offer a conditional satisfaction guarantee solely at NutraPet's discretion. To be considered, ALL of the following conditions must be met without exception:

- Request must be submitted within 30 days of the ORDER DATE — not the delivery date
- You must have used the product for a minimum of 14 consecutive days
- You must provide your order number, full name, photo ID, and a detailed written explanation
- You must have purchased directly and solely from nutrapet.co
- You must not have filed or initiated any chargeback or payment dispute at the time of the request
- Only one refund request per household, per address, per payment method, per year

Meeting these conditions does not guarantee a refund. NutraPet reserves the right to deny any request at its sole discretion.

WHAT IS NOT COVERED — NO EXCEPTIONS

- Requests submitted after 30 days from the order date
- Non-delivery claims submitted before 35 business days from dispatch
- Claims where tracking shows delivery was confirmed to the address entered at checkout
- Incorrect address entered by customer at checkout
- Dissatisfaction with results — individual animal outcomes vary and are not guaranteed under any circumstances
- Partially used or fully consumed products beyond the 14-day trial minimum
- Purchases made through any channel other than nutrapet.co
- Any order where a chargeback has been filed or is pending

DELIVERY & NON-DELIVERY

Products are dispatched from our international fulfilment centre. Standard delivery is 15–28 business days. During peak periods delivery may take up to 35 business days.

No order will be classified as lost or undelivered until a minimum of 35 business days have passed from the dispatch date. Any non-delivery claim submitted before this period is automatically rejected.

Once the carrier's tracking system confirms delivery to the address provided at checkout, NutraPet's fulfilment obligation is fully discharged. We accept no liability for packages stolen, lost, or misdelivered after carrier confirmation. It is the customer's responsibility to ensure a secure delivery address is provided.

NO PHYSICAL RETURNS

We do not accept returns under any circumstances. Do not return products to any address. Unsolicited returns will be refused, destroyed, and no credit will be issued.

SUBSCRIPTION CANCELLATION

Subscriptions renew automatically on the agreed billing cycle. It is entirely the customer's responsibility to manage and cancel their subscription. Cancellation requests must be received in writing to support@nutrapet.co a minimum of 72 hours before the next scheduled billing date. Requests received outside this window will not be applied to the current cycle. The charge already processed is non-refundable. NutraPet does not issue refunds for subscription charges where cancellation was not requested within the required window. "I forgot" or "I didn't know" are not accepted grounds for a refund.

CHARGEBACKS & PAYMENT DISPUTES

By completing checkout you enter into a binding agreement that in the event of any dissatisfaction, delivery concern, or billing query, you will contact NutraPet in writing at support@nutrapet.co and allow a minimum of 5 business days for resolution before initiating any chargeback, dispute, or payment reversal with your bank, card issuer, or payment provider.

Initiating a chargeback without prior written contact with NutraPet constitutes a breach of this agreement and will be treated as fraud.

In response to every chargeback NutraPet will submit the following evidence package to the payment processor:
- Full order record including timestamp, IP address, and device fingerprint
- Checkout page screenshot confirming policy acceptance at time of purchase
- Payment confirmation and billing record
- Shipping confirmation and carrier tracking data showing delivery status
- Full communication history with the customer
- This signed policy agreement

Any customer who receives a refund from NutraPet and subsequently files a chargeback for the same transaction will be considered to have committed fraud. NutraPet reserves the right to pursue debt recovery, report the customer to fraud prevention agencies, and permanently block future orders from that individual, address, and payment method.

NutraPet reserves the right to refuse service to any customer at any time.

DISCLAIMER

Results vary between individual animals. No specific outcome is guaranteed. These statements have not been evaluated by the Food and Drug Administration. This product is not intended to diagnose, treat, cure, or prevent any disease. By purchasing you acknowledge and accept that results are not guaranteed.

Contact: support@nutrapet.co — Response within 48 business hours.