Return Policy

Thank you for shopping at Novis. We want to ensure that you and your pet have the best possible experience with our products. If you are not completely satisfied with your purchase, we are here to help you resolve the situation quickly and transparently.

1. Damaged Defective or Incorrect Items (30 Day Window)

If your order arrives damaged, defective, or if you receive the wrong product (incorrect size or color) due to a fulfillment error, you are fully covered under our standard guarantee.

Timeframe: You must report the issue within 30 days of receiving your package.

Requirements: Please send a message to our customer support team including your order number and clear photographic or video evidence showing the defect, damage, or incorrect measurement.

Resolution: Once the evidence is verified, we will arrange for a 100 percent free replacement or a full refund. You do not need to ship the defective product back to us.

2. Returns for Change of Mind or Personal Reasons (7 Day Window)

If the product arrives in perfect condition but you decide you no longer want it, or if you accidentally selected the wrong size for your pet, this falls under our Change of Mind policy.

Timeframe: Due to logistical and warehouse constraints with our international partners, return requests for personal reasons must be submitted within 7 days of delivery.

Condition: The item must be completely unused, free of pet hair or stains, and in its original packaging.

Return Shipping: Shipping costs for returning items due to a change of mind are entirely the responsibility of the customer. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.

Refund Processing: Once the international warehouse receives and inspects the item to confirm its original condition, your refund will be processed to your original payment method. Please note that original shipping costs or customs handling fees are non refundable.

3. Order Cancellations

Because we use automated processing systems to fulfill and ship your orders as fast as possible, cancellations can only be requested within a strict 12 hour window from the moment of purchase. Once an order has been processed by our warehouse or handed over to the shipping carrier, it cannot be canceled or intercepted. In this case, you will need to accept the package and follow the standard 7 day Change of Mind return procedure.

4.Payment Refunds

To guarantee maximum security and buyer protection, all approved refunds are issued exclusively back to the original PayPal account used during checkout. Please allow 3 to 5 business days for the transaction to reflect in your account balance after processing.

5.Contact Us

To initiate a return or replacement request, please visit our Contact Us page and fill out the form. Make sure to include your order details, full name, and upload the relevant photos or videos so our team can handle your request efficiently.