Refund and Returns Policy
Last Updated: May 2026
At NuraPets, we stand behind the quality of our premium cat litter and hygiene products. If you are not completely satisfied with your purchase, we are here to help.
Retail Returns (B2C)
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Return Window: Customers have 30 days from the date of delivery to request a return.
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Product Condition: To be eligible for a return, the product must be unopened, unused, and in its original packaging. Due to the hygienic nature of cat litter and pee pads, we cannot accept returns for opened bags.
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Return Shipping: Unless the item arrived damaged or incorrect, customers are responsible for paying their own return shipping costs.
Damaged or Defective Items
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If your order arrives damaged or there is a quality concern, please contact us immediately.
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Please provide your order number and clear photos of the damaged packaging or product to expedite the replacement process.
B2B & Wholesale Orders
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Samples: Free samples provided for bulk inquiries are non-returnable and non-refundable.
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Production Errors: For OEM/ODM orders, returns are only accepted if the final product deviates from the approved specifications or quality protocols.
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Logistics Claims: Any claims regarding shipping damages for wholesale orders must be reported within 7 days of arrival at the destination port/warehouse.
Refund Process
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Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
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If approved, the refund will be processed to your original method of payment within 5-10 business days.
Contact for Returns
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UK Retail Customers: support@nurapets.com
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Wholesale/B2B Partners: b2b@nurapets.com