Contact Our Team
Send us your order number, the email used during checkout, and a brief description of the issue.
Returns Policy
Returns & Exchanges
We want you to feel confident when shopping with Nault Pets. If something is not right with your order, our support team is here to review your request and help you with the next steps.
Eligible return or exchange requests must be submitted within
14 calendar days of confirmed delivery.
Please contact us before returning any item. Returns sent without
prior authorization may not be accepted.
Request Review
Our team will review the information and may request photos or additional details before confirming eligibility.
Resolution
Once approved, we will provide the appropriate instructions for a return, exchange, replacement, or refund.
Return Eligibility
To qualify for an eligible return, the item must be unused, unwashed, undamaged, and in its original condition. Original packaging should be included whenever possible.
- The request must be submitted within 14 calendar days of confirmed delivery.
- Proof of purchase or a valid order number is required.
- The product must not show signs of use, washing, chewing, or damage.
- Returns must be approved by our support team before shipment.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible. Include clear photos of the item, packaging, and shipping label so our team can evaluate the issue.
Depending on the situation, we may offer a replacement, exchange, store credit, or refund.
Non-Returnable Items
For hygiene and safety reasons, we may not accept products that have been used, washed, altered, damaged after delivery, or returned without prior authorization.
- Used or washed hygiene products
- Products damaged through misuse or improper care
- Items showing chewing, tearing, stains, or excessive wear
- Items returned after the eligibility period
- Final-sale or promotional items marked as non-returnable
Return Shipping
Return shipping instructions and responsibility for shipping costs will be confirmed after our team reviews the reason for the request.
Please do not send a product back to the original shipping address or manufacturer without receiving instructions from us.
Refunds
Once an approved return has been received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method.
Refunds may take approximately 5–10 business days to appear, depending on your bank or payment provider. Original shipping charges may be non-refundable unless the item arrived damaged, defective, or incorrect.
Exchanges
Exchanges are subject to product and size availability. If the requested replacement is unavailable, our team may offer an alternative product, store credit, or an eligible refund.
Order Cancellations
Cancellation requests should be submitted as soon as possible. Once an order has entered processing or has been shipped, we may no longer be able to cancel it.
Need help with an order?
Contact our support team and include your order number so we can assist you more efficiently.
Nault Pets reserves the right to review each request individually according to the condition of the product and the information provided.
