Manage a Return or Cancellation
Eligible return and cancellation requests can be submitted from Orders in your Noru account. Sign in with the email address used for your order and the six-digit verification code sent to your email. No password is required.
Submitting a request does not automatically cancel an order, approve a return or issue a refund. Noru reviews each request before it is processed. Return instructions and the approved return location can vary by item, so please do not send anything back until Noru has approved the request and provided instructions.
30-Day Return Requests
Most unused, unworn and unwashed products may be requested for return within 30 days of delivery, provided they are in their original condition and packaging and you can provide proof of purchase.
Non-Returnable Items After Opening
For hygiene and safety reasons, opened pet food or treats, litter, grooming or topical products, hygiene and cleanup items, and other consumable or sanitary goods generally cannot be returned unless they arrived damaged, defective or incorrect. Used, washed, altered or visibly worn products are also not eligible for a standard change-of-mind return.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives. If an item is damaged, defective or incorrect, submit the request as soon as possible and preferably within 7 days of delivery. Add a clear note describing the issue. Noru may request photos of the item, packaging and shipping label where relevant before approving the resolution. If you have difficulty submitting the request, email hello@norupets.com.
Return Shipping
For approved change-of-mind returns, return shipping costs are normally the customer's responsibility. If we confirm that an item arrived damaged, defective or incorrect, we will provide the appropriate resolution and, when a return is required, the applicable return instructions.
Exchanges
If you would prefer an exchange, mention the replacement you want in your return request note or contact us. Exchanges are subject to product eligibility and replacement availability and are confirmed by Noru before processing.
Refunds
Once an approved return is received and reviewed, we will notify you of the outcome. Approved refunds are issued to the original payment method. Your bank or payment provider may require additional time to post the refund after it is issued.
Original shipping charges are generally not refundable for change-of-mind returns unless required by applicable law.
Order Changes & Cancellations
For eligible items that have not shipped, you can submit a cancellation request from Orders in your Noru account. A cancellation request does not cancel the order automatically. Noru reviews each request and will confirm whether it can still be stopped before fulfillment or shipment advances.
For address corrections or other order changes, contact hello@norupets.com as soon as possible. Changes cannot be guaranteed once processing has advanced.
Your Consumer Rights
Nothing in this policy limits any rights or remedies that cannot be excluded under applicable consumer law.