Refund Policy

Returns

We offer a 40-day return policy, giving you 40 days from the date of purchase to return your item.

We understand that pet products often need to be tried out to see if they're right for you and your dog. That's why we accept returns of used items, provided they are:

• Clean and in reasonable condition (no significant wear, damage, hair or odours)
• Returned with your order number and proof of purchase
• Securely packaged to prevent damage during transit

Items not eligible for return:

• Items purchased in a sale or at a promotional price (unless faulty, damaged or incorrect)
• Items purchased as part of a bundle, unless the entire bundle is returned
• Free or gift items included with your order (for example, the free elastic lead) must be returned together with the main item if the bundle is returned
• Items returned more than 40 days after purchase
• Items damaged through misuse, incorrect sizing or normal wear and tear

To start a return, or if you have any questions, please contact us at contact@nuovaglam.com. Let us know:

• Your order number
• The reason for the return
• Photos of the item (if applicable)

If your return is approved, we'll send you the instructions and the return address. Items sent back without first requesting a return will not be accepted and may be sent back to you at your own cost.

Exchanges

If there's an issue with your order and you'd prefer to exchange the item rather than return it, a delivery charge of €4.99 will apply.

Damage and Issues

Please inspect your order upon receipt and contact us within 7 days of delivery if your item is faulty, damaged or incorrect. We'll assess the issue and resolve it with a replacement, an exchange or a refund.

Damage reports received more than 7 days after delivery may not be eligible for a replacement, as we're unable to verify whether the damage occurred during transit or after use.

Refunds

We'll let you know as soon as we've received and inspected your return, and confirm whether the refund has been approved. If approved, you'll be refunded automatically via your original payment method within 3-5 working days. Please note that your bank or card issuer may take a little longer to process it.

If more than 15 working days have passed since we approved your return, please contact us at contact@nuovaglam.com.

Cancellation

You can cancel your order for a full refund within 24 hours of placing it, before it enters our fulfilment process.

To cancel your order, email us at contact@nuovaglam.com with your order number and the reason for cancellation. We'll confirm the cancellation and process your refund within 3-5 working days.

After 24 hours, your order may already have been processed and dispatched, in which case cancellation won't be possible. In that case, please follow our returns process once you've received your order.

During periods of high demand or sales, orders may be processed for dispatch within hours. While we'll always try to honour cancellation requests made within 24 hours, we can't guarantee cancellation if the order has already been prepared or dispatched.

For any questions about your order, please contact us at contact@nuovaglam.com.