Refund policy
RETURN & REFUND POLICY — Novera
We have a 14-day return policy, which means you have 14 days from receiving your item to request a return.
To be eligible for a return, your item must be in the same condition in which you received it — unused and unopened, with tags, and in its original packaging. For hygiene reasons, we cannot accept returns on pet grooming tools, pet care products, or pet health supplements that have been opened or used.
To initiate a return, please contact us at novera.pets@gmail.com with your order number and reason for return.
If your return is accepted, we will send you instructions on how and where to send your package. Please note that return shipping costs are the responsibility of the customer unless the item is defective or incorrect. Items sent back to us without first requesting a return will not be accepted.
Damages and Issues: Please inspect your order upon receipt and contact us immediately at novera.pets@gmail.com if the item is defective, damaged, or if you received the wrong item, so that we can assess the issue and make it right.
Non-Returnable Items: The following items cannot be returned:
- Pet food, treats, and dietary supplements (opened or unopened, for hygiene and safety reasons)
- Pet grooming and care products that have been opened or used
- Personalized or custom-made pet products
- Sale items and gift cards
Exchanges: The fastest way to get the right item is to return the one you have and, once the return is accepted, place a new order for the correct item.
14-Day Right of Withdrawal — European Union: If goods are shipped to the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, for any reason and without justification. To exercise this right, your item must be unused, in its original packaging, and accompanied by proof of purchase. This right does not apply to sealed goods that have been opened and cannot be returned for hygiene or health protection reasons (e.g. opened pet care or grooming products).
Refunds: Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to reflect the refund. If more than 15 business days have passed since your refund was approved, please contact us at novera.pets@gmail.com.
Contact: For any return or refund questions, reach us at novera.pets@gmail.com. We aim to respond within 24–48 hours on business days.