Refund policy

Effective date: October 2, 2026

Returns and refunds

This policy applies to purchases made from Novapoo.

30-day return window

You may request a return of an eligible item within 30 days of receiving your order. To start a return, contact us with your order number and the reason for the return. Please do not send an item back until we provide return instructions.

Eligibility

For a non-defective return, the item should be unused, in its original condition and returned with any original packaging and included items. If an item arrives damaged, defective or incorrect, contact us promptly with photos or video where relevant so that we can assess the issue.

Refund timing

Once we receive and inspect an eligible returned item, approved refunds are issued to the original payment method. Please allow up to 14 days after receipt and inspection for us to process the refund. Your bank or payment provider may take additional time to display the funds.