Refund policy

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.

Eligible return requests can be submitted from Orders in your Noru account at account.norupets.com. Sign in using the email address associated with your order and the verification code sent to your email.

Submitting a return request does not automatically approve the return or issue a refund. Noru reviews each request before it is processed.

Return instructions and the approved return location can vary by item. Please do not send any product back until Noru has approved your request and provided the applicable return instructions. Returns sent to an address shown on the original parcel or another location without authorization may not be accepted.

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 generally 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 a return request through your Noru account as soon as possible and preferably within 7 days of delivery.

Describe the issue clearly in your request. Noru may ask for photographs of the item, packaging, shipping label or other relevant information before confirming the appropriate resolution.

If you are unable to submit a request through your account, contact us at 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, Noru will determine the appropriate resolution and, where a return is required, provide the applicable return instructions.

Do not purchase return postage or send an item until the return has been approved.

Exchanges

If you would prefer an exchange rather than a refund, indicate the replacement product, size, color or variant you would like in your return request, where applicable.

Exchanges are subject to product eligibility, condition, availability and Noru's approval. If the requested replacement is unavailable or an exchange cannot reasonably be completed, another appropriate resolution may be offered.

Refunds

Once an approved return has been received and reviewed, Noru 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 Noru issues it.

Original shipping charges are generally not refundable for change-of-mind returns unless required by applicable law.

Submitting a return request does not itself issue a refund.

Order Changes & Cancellations

For eligible items that have not yet been fulfilled, you can submit a cancellation request from Orders in your Noru account.

A cancellation request does not automatically cancel the order. Noru reviews each request and will confirm whether the order can still be stopped.

Cancellation generally becomes unavailable once the applicable item has been fulfilled or dispatched for shipment. In some cases, supplier or fulfillment processing may already have advanced before the order is marked fulfilled, in which case cancellation may no longer be possible.

For address corrections or other order changes, contact hello@norupets.com as soon as possible. Changes cannot be guaranteed once processing has advanced.