Refund policy

We accept eligible returns within 30 days of the date you receive your order. This voluntary return policy is subject to any consumer rights that may apply to you under applicable law.

To be eligible for a voluntary return, the item should generally be:

Unused and unworn
In its original condition
In its original packaging, where applicable
Accompanied by proof of purchase

To request a return, please contact us at nomipaws@gmail.com before sending anything back. We will provide you with the return instructions.

Please do not send items back without contacting us first, as this may delay the processing of your return.

Damaged, Defective or Incorrect Items

Please inspect your order when you receive it.

If your item arrives damaged, defective, or you receive the wrong item, please contact us as soon as reasonably possible at nomipaws@gmail.com and provide your order number and, where possible, photographs of the issue.

We will review the issue and work with you to determine the appropriate solution, which may include a replacement, repair, refund, or other remedy available under applicable law.

Non-Returnable Items

Some products may not be eligible for return under our voluntary 30-day return policy due to their nature, including:

Personalised or customised products
Items that cannot be returned for hygiene or safety reasons after being opened or used
Perishable products, where applicable
Gift cards

Exchanges

If you would like a different product, size, colour or variant, please contact us.

Depending on availability, we may ask you to return the original item and place a new order for the replacement item. This is generally the quickest way to receive the product you want.

Any statutory rights relating to defective, faulty or non-conforming goods remain unaffected.

Return Shipping

If you are returning an item under our voluntary 30-day return policy because you changed your mind, you are responsible for the cost of returning the item, unless applicable law provides otherwise.

If your item arrives damaged, defective, or you receive the wrong item, please contact us before returning it. We will assist you with the return and determine the appropriate solution in accordance with applicable law.

European Union Customers

If you are ordering from the European Union, you may have additional rights under applicable consumer protection laws.

For many online purchases, EU consumers have a 14-day right of withdrawal without giving a reason. The withdrawal period for goods generally begins when the consumer, or a person designated by the consumer, receives the goods. Certain exceptions apply, including some personalised goods, perishable goods and sealed goods that cannot be returned for health or hygiene reasons after opening.

EU consumers also benefit from a minimum two-year legal guarantee for goods that are faulty or do not conform to the contract. These statutory rights apply in addition to any voluntary return rights offered by Nomi Paws.

Where EU withdrawal rights apply, return shipping costs may generally be the customer's responsibility when the customer was properly informed of this before purchase.

For questions regarding an EU return, withdrawal or defective product, please contact us at nomipaws@gmail.com.

Refunds

Once we receive a returned item, where a return is required, we will inspect it and notify you whether the refund has been approved.

If approved, your refund will normally be processed to your original payment method.

We will process approved refunds within the timeframe required by applicable law. For our voluntary 30-day return policy, please allow up to 10 business days for us to process an approved refund. Your bank or payment provider may require additional time to make the funds available in your account.

Where applicable law provides a different refund timeframe, the legally required timeframe will apply.

If you have not received your refund after the applicable processing period, please contact us at nomipaws@gmail.com