Free returns and exchanges are available within 30 days, subject to the requirements in this policy and applicable law.
Clear protection after purchase
Refund Policy
Nuvopet offers free returns and exchanges within 30 days. This policy explains when a refund may be issued, what to prepare before sending a product back, how connected devices should be handled, and what happens after a return reaches the review stage.
Effective October 3, 2026
Returns should be as clear as the products they support.Automatic feeders
Nuvopet does not charge a return shipping fee for eligible returns or exchanges made within the applicable 30-day window.
Products may be reviewed for included components, condition, identity, and the information connected to the return request.
Approved refunds are issued back through the original payment method where reasonably possible; posting time can depend on the payment provider.
The 30-day return window
A simple timeline for changing your mind
If a Nuvopet product is not the right fit for your intended routine, you may request a free return or exchange within 30 calendar days. Starting the request within the window helps us connect the product, order, and return details correctly.
Check the purchase date
Confirm that your return or exchange request falls within the 30-day period. If you are unsure, use your order confirmation or order information to identify the purchase.
Identify the product and reason
Be ready to identify the item and explain whether the request relates to fit, compatibility, product condition, damage, an incorrect item, a change of mind, or another issue.
Prepare the complete product
Gather the device, included accessories, charging components, adapters, bowls, trays, tags, mounting parts, sensors, manuals, or other components originally supplied with the item where reasonably available.
Protect connected information
Before returning a smart device, disconnect personal accounts where applicable and remove stored or paired information according to the manufacturer's reset instructions when that can be done safely.
Complete the return process
Follow the return instructions supplied for your request so the package can be matched to the correct order and reviewed when it arrives.
Return condition
Return the product as complete as reasonably possible
A return does not need to look untouched simply because you inspected it. We ask that products be sent back in a condition reasonably consistent with normal inspection and careful handling, without intentional damage, misuse, or missing components that materially affect the return.
Include what came with it
Return included accessories, chargers, adapters, bowls, trays, sensors, collars, tags, mounting pieces, and other supplied parts when reasonably available.
Use reasonable handling
Normal inspection is expected. Excessive damage, deliberate modification, contamination, or misuse may affect the ability to approve a refund where permitted by law.
Prepare pet-contact surfaces
For feeders, fountains, litter systems, collars, bowls, trays, or other pet-contact components, remove food, water, litter, hair, and obvious residue before packing when safe to do so.
Keep the return identifiable
Do not remove serial labels, product identifiers, or other markings needed to verify the returned item unless removal is part of the manufacturer's normal setup instructions.
Wearables should be disconnected and prepared before return.GPS & tracking
Connected-device returns
Reset smart products before they leave your hands
GPS collars, Bluetooth trackers, QR and NFC tags, pet cameras, sensors, activity trackers, electronic pet doors, climate controllers, training devices, and other connected products may store settings or remain linked to third-party accounts.
01
Unpair accounts and devices
Where applicable, remove the product from the manufacturer app or account and disconnect Bluetooth, Wi-Fi, or other pairing before sending it back.
02
Remove personal profiles
Delete stored pet profiles, household names, contact details, location information, recordings, access permissions, schedules, or other personal settings when the manufacturer provides a reset method.
03
Keep third-party subscriptions separate
Returning a physical product does not automatically cancel a manufacturer subscription or third-party service. Manage any separate subscription directly through the provider that operates it.
04
Do not force a reset that could damage the product
If you cannot safely reset or disconnect a device, leave it intact and explain the issue when requesting support rather than risking damage.
Nuvopet does not control manufacturer accounts, cloud services, subscriptions, or app platforms. Any separate cancellation or data-removal action required by those services may need to be completed directly with the provider.
How refunds are handled
From returned package to completed refund
Refund timing includes two separate stages: Nuvopet's return review and the payment provider's posting process. We do not promise a specific bank-posting date because that final timing can vary by payment provider.
The return reaches review
Once the returned item is received, it can be matched to the return request and checked for the product, components, condition, and relevant order information.
Eligibility is confirmed
The return is reviewed against the 30-day window, the information provided with the request, and the condition requirements described in this policy.
The refund is issued
When approved, the refund is sent back through the original payment method where reasonably possible. If another method is legally or technically required, appropriate instructions may be provided.
Your provider completes posting
After the refund has been issued, your bank, card issuer, wallet, or other payment provider controls how quickly the credit appears in your account.
Products with food, water or waste contact
Cleanliness helps us review the return safely
Automatic feeders, water fountains, and self-cleaning litter products can come into direct contact with food, water, litter, and pet residue. Preparing these products carefully protects the package and makes the return easier to inspect.
A
Empty consumable contents
Remove food, water, litter, waste, filters, or other loose consumables that should not travel back in the package unless specifically instructed otherwise.
B
Allow washable parts to dry
Where safe and appropriate, clean removable pet-contact parts and allow them to dry before packing to reduce leakage, odor, or moisture damage.
C
Keep electronic sections dry
Do not immerse motors, power bases, electronics, sensors, or non-washable components unless the manufacturer explicitly states that the part is designed for that cleaning method.
D
Pack loose pieces securely
Bowls, reservoirs, lids, trays, filters, cables, adapters, and removable assemblies should be secured so they do not damage one another during return transit.
Pet-contact products should be emptied and prepared before return.Water fountains
Installed products may need extra preparation before a return.Electronic pet doors
Special situations
Some return reasons need a different review
Damage, incorrect products, missing parts, installation-related items, and other unusual situations may require additional information so the return can be handled accurately.
01
Damaged or incorrect item
If an item arrives damaged or is not the product ordered, keep the product and packaging reasonably available while the issue is reviewed and provide clear information about what arrived.
02
Missing component
If a product appears incomplete on arrival, identify the missing part before discarding packaging or attempting a permanent installation so the situation can be assessed properly.
03
Installed products
Electronic pet doors, sensors, boundary systems, or mounted products should be removed carefully. Include reusable mounting parts and avoid unnecessary modification before returning the item.
04
Defect after normal setup
If a product appears defective, describe the issue and any normal setup or troubleshooting already attempted. Do not open sealed electronics or perform repairs that could create additional damage.
Nothing in this policy limits consumer rights or remedies that cannot legally be waived under applicable law.
Refund questions
Common situations explained clearly
These answers cover the practical points that most often affect a return or refund. Product-specific circumstances may still require individual review.
01Do I have to pay return shipping?+
No. Eligible returns and exchanges within the 30-day return window are free under Nuvopet's stated store policy.
02Can I receive a refund after opening the product?+
Opening a product for reasonable inspection does not automatically make it ineligible. The item should be returned in a condition reasonably consistent with normal inspection and careful handling, with included components where reasonably available.
03Where will my approved refund go?+
Approved refunds are returned through the original payment method where reasonably possible. The payment provider controls how quickly the credit becomes visible after issuance.
04What happens to a promotional discount?+
A refund is based on the amount actually paid for the returned item after applicable discounts. An automatic promotional discount does not create a refund entitlement greater than the amount paid.
05Does returning a smart device cancel its app subscription?+
Not necessarily. Manufacturer subscriptions, cloud plans, mobile-app memberships, or other third-party services are separate from the physical-product return unless the provider states otherwise. Cancel those services directly through the provider when required.
06What if I cannot reset the device?+
Do not force a reset or disassemble the product. Leave the device intact and explain the issue when requesting assistance so the return can be handled without creating avoidable damage.
07Can I exchange instead of receiving a refund?+
Yes. Nuvopet offers free exchanges within 30 days. Product availability may affect whether the requested replacement can be supplied.
08What if the payment provider delays the credit?+
Once a refund has been issued, the final posting time is controlled by the bank, card issuer, wallet, or payment provider. Their processing time can vary independently from Nuvopet's return review.
Refund & return support
Need help with a return or refund?
Nuvopet support is available 24/7 for refund questions, return eligibility, exchanges, damaged or incorrect items, product preparation, and connected-device return guidance.