Refund policy

At Novapaw, we want you to feel confident shopping with us. If something isn’t right, you can return your order under the conditions below.

Returns
We accept returns within 30 days of delivery.  
To qualify, items must be unused, in original condition, and in their original packaging.

For hygiene and safety reasons, certain products cannot be returned once opened, including beauty, skincare, personal care and pet-care items that involve direct contact.

Return Shipping
Return shipping is free for all eligible returns.  
To initiate a return, email us at support@novapaw.be or info@novapaw.be and we will provide a prepaid return label.

Refunds
Refunds are issued once the returned item has been inspected and approved.  
Approved refunds are processed back to your original payment method within 5–10 business days.

Exchanges
If an item arrives damaged or defective, contact us within 48 hours of delivery with photos. We will send a replacement at no cost.

Cancellations
Orders can only be cancelled if they have not yet been processed by our fulfilment team.

Non-Returnable Items
• Opened products  
• Hygiene-related pet items  
• Custom or special-order items  

No Restocking Fees
We do not charge any restocking fees.

Questions?
support@novapaw.be