RETURNS & REFUNDS
Returns & Refunds
Simple, transparent information about returns, refunds and problems with your order.
Returns & Refund Information
Find information about returns, damaged products, refunds and order issues below.
Non-Quality Returns
Changed your mind? You may request a non-quality-related return within 7 days of receiving your order. To qualify, the product must be unused and in its original condition, with its original packaging, tags, accessories and any components supplied with the product. Please contact NURTAPAW Customer Care before returning any item. Once your request has been reviewed and approved, we'll provide the appropriate return instructions and designated return location. For approved non-quality returns: your request must be submitted within 7 days of delivery; the product must be unused and in its original condition; original packaging, tags, accessories and components must be included; you are responsible for the cost of return shipping; a reliable tracked shipping method should be used; the product must only be sent to the return location provided by NURTAPAW; unauthorised returns may not be accepted. Once received and verified, we'll notify you of the outcome and any applicable refund.
Damaged or Defective Products
If your product arrives damaged or appears to have a quality-related defect, please contact NURTAPAW Customer Care as soon as possible. Please provide your order number, description, photographs, video where necessary and packaging photographs where relevant. An appropriate resolution may include a replacement, full refund or partial refund.
Incorrect Product or Variant Received
If you receive a product, colour, size or variant different from what you ordered, please contact us as soon as possible with your order number and clear photographs. Once verified, an appropriate resolution may include a replacement or refund.
Missing Products, Parts or Accessories
First check tracking information, as products from the same order may arrive separately. If an item or component is still missing, contact NURTAPAW Customer Care with your order number, details and relevant photographs.
How Do I Request a Return or Report a Problem?
Contact NURTAPAW Customer Care before sending any product back. Provide your order number, affected product, reason, description and supporting photographs or video. Approved returns must be sent only to the designated return location provided by NURTAPAW.
Return Conditions
Where a physical return has been authorised, the product must be sent according to the return instructions provided by NURTAPAW.
Returned products should include, where applicable:
- The original product
- Original packaging
- Product tags and labels
- Accessories
- Manuals
- Cables or chargers
- Any other components originally supplied
For non-quality returns, the product must be unused and remain in its original condition.
We recommend using a reliable tracked shipping service and retaining proof of shipment until your return has been resolved.
Returned products may be inspected before a refund, replacement or other resolution is approved.
Products showing damage caused by misuse, improper handling or circumstances unrelated to the original reported issue may not qualify for the requested remedy, subject to applicable consumer law.
Return Shipping Costs
For approved non-quality returns, the customer is responsible for the cost of returning the product.
For damaged, defective, incorrect or otherwise eligible products, return-shipping arrangements will depend on the circumstances of the claim and the applicable remedy.
If a physical return is required, NURTAPAW will provide the appropriate return instructions before you send the product.
Please do not independently arrange an international return or send an item to the address on its original parcel without first contacting us.
Refunds
Once an eligible refund has been approved, NURTAPAW will process the applicable refund to the original payment method where reasonably possible.
For returns requiring physical inspection, the refund may only be approved once the returned product has been received and its condition verified.
Once your refund has been processed by NURTAPAW, your bank or payment provider may require additional time for the funds to appear in your account.
We'll notify you once the refund has been processed from our side.
Original shipping charges may not be refundable for voluntary non-quality returns, except where required by applicable law or otherwise stated as part of the approved resolution.
Order Cancellations
If you need to cancel an order, please contact NURTAPAW Customer Care as soon as possible.
We'll do our best to accommodate cancellation requests before fulfilment begins.
Once an order has entered warehouse processing or has been dispatched, cancellation may no longer be possible. If the order is subsequently delivered, any return request will be handled according to the applicable return conditions above.
Certain customised, pre-order or service-related products may be subject to different cancellation conditions where applicable.
Parcel Marked Delivered but Not Received
If your tracking information shows that your parcel has been delivered but you cannot locate it, please first check:
- The delivery address on your order
- With other members of your household
- Your property's reception or security area
- Any designated safe delivery location
- With the local delivery carrier where appropriate
If the parcel still cannot be located, please contact NURTAPAW Customer Care.
We may ask you to obtain additional information or documentation from the local carrier so that the delivery can be investigated.
Failed or Returned Deliveries
Please ensure that the delivery information supplied at checkout is complete and accurate.
A delivery may fail or be returned when, for example:
- An incorrect or incomplete address was provided
- The recipient could not be reached
- Delivery was refused
- A parcel requiring collection was not collected within the required timeframe
If you notice an error in your delivery information after placing your order, contact us immediately.
Where a delivery fails for reasons attributable to incorrect customer information, refusal or failure to collect the parcel, additional delivery or reshipment costs may apply.
We'll assess the circumstances and advise you of the available options.
Need Help?
Still unsure whether your order qualifies for a return, refund or replacement? Contact NURTAPAW Customer Care before sending anything back. Please include your order number so we can assist you as efficiently as possible.