Refund policy
At Nova Zeal, every item is handcrafted with care in the Scottish Highlands. We want you and your dog to love your enrichment, and we will always do our best to make things right if something is not as expected.
Returns
We accept returns within 30 days of delivery.
To be eligible for a return, your item must be:
- unused
- in its original condition
- free from pet hair, damage, or signs of use
- returned in its original packaging where possible
Because our products are designed for pets, we cannot accept returns on items that have been used, chewed, washed, or show signs of wear.
Custom and Made-to-Order Items
Custom or made-to-order items cannot be returned unless they are faulty or incorrect.
How to Start a Return
To request a return, please email novazeal@outlook.com with your order details.
Returns must be approved before sending any items back. Items sent without prior contact may not be accepted.
Customers are responsible for return postage unless the item is faulty or incorrect.
Damages and Issues
Please check your order when it arrives and contact us as soon as possible if your item is:
- damaged
- faulty
- incorrect
Exchanges
If you would like a different item, the simplest option is to return the original item (if eligible) and place a new order once the return has been approved.
Refunds
Once your return is received and inspected, we will let you know if your refund has been approved.
If approved, refunds will be issued to your original payment method with 10 business days. Please allow additional time for you bank or card provider to process the payment.
European Union 14 day Cooling Off period
If you order is delivered within the European Union, you have the right to cancel or return your order within 14 days for any reason. The item must be unused and in its original condition.
Questions
If you have any questions about returns or your order, please contact us at novazeal@outlook.com. We are always happy to help.