Refund policy

Refund Policy Last Updated: April 4, 2026

At NestlePets, your satisfaction means everything to us. If for any reason you're not completely happy with your purchase, we've made our return process as simple and stress-free as possible.

Order Cancellations

Need to cancel your order? We'll do our best to help as long as you reach out in time.

You may cancel your order within 24 hours of placing it by contacting us at info@nestlepets.com. Please include your order number in your message.

After this window, we can't guarantee a cancellation since your order may already be in processing. Once your order has shipped, cancellation is no longer an option.

If your order has already been dispatched, you're welcome to return it after delivery in accordance with the return guidelines below.

30-Day Easy Returns

You have 30 days from the date you receive your order to send it back to us.

To qualify for a return, items must be:

Unused and in their original condition
Returned with all original packaging, tags, and accessories

Our support team is on hand to walk you through the entire process from start to finish.

Restocking Fee: $0 — we never charge restocking fees.

Return Policy Overview

Return Window: 30 days from the date of delivery
Condition: Items must be unused and in original condition with all packaging, tags, and accessories intact
Easy Returns: Our team will guide you every step of the way
Restocking Fee: None

Return Costs

Defective or Incorrect Products

There is no cost to you if your item:

Is not what you ordered
Was damaged in transit by the carrier
Has a defect or fault of any kind

Customer Remorse (Change of Mind)

The return shipping cost is the customer's responsibility if:

The wrong item was ordered
The item doesn't fit
You've simply changed your mind

Please note that original shipping costs are non-refundable.

How to Return an Item

Contact Us — Send an email to info@nestlepets.com with your order number and the reason for your return.
Pack Your Item — Place the item securely back in its original packaging along with all accessories, tags, and any included documents.
Send It Back — Follow the return shipping instructions provided in your return authorization email. We recommend using the carrier or method outlined in that email.

Refund Process

Inspection: As soon as we receive your returned item, we'll check that it meets our return criteria.
Refund Timing: Once approved, your refund will be issued within 7 business days to your original payment method. Please allow a little extra time for your bank or payment provider to process it on their end.

Exchanges

We're happy to exchange items. If you'd like a different size, color, or product, just reach out to us at info@nestlepets.com and we'll take care of it for you right away.

Order Not Delivered

If your order hasn't shown up within the expected delivery window, please get in touch with us at info@nestlepets.com and include your order number. We'll look into it with the carrier straight away. If your package is confirmed as lost, we'll either issue a full refund to your original payment method or send out a replacement — whichever you prefer — at no extra cost to you.

Non-Returnable Items

For hygiene and safety reasons, certain products cannot be returned. Any item that falls into this category will be clearly labeled as non-returnable on its product page before you purchase.

Changes to This Policy

We reserve the right to update this Refund Policy at any time. When we do, the revised version will be posted on this page with an updated Last Updated date. We encourage you to check back from time to time. Continuing to use our website after any changes have been made means you accept the updated policy.

Questions?

Visit our FAQs page or get in touch with our customer service team — we're always happy to help.