Return and Refund Policy
Nookloria wants every customer to feel comfortable when placing an order. This policy outlines the requirements and procedures for returns, product issues, exchanges, and refunds.
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Return Request Period
You may request a return within 30 days from the date your order is delivered.
To qualify under our standard return policy, the product must:
Remain unused and in the condition in which it arrived
Be free from pet hair, odors, stains, scratches, or other signs of use
Include all original tags, accessories, manuals, and components
Be returned in its original packaging whenever reasonably possible
Be accompanied by an order number, receipt, or other valid proof of purchase
Products that do not meet these conditions may be refused or may qualify only for a partial refund, where permitted by law.
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Requesting a Return
Before sending anything back, email service@nookloria.com with:
Your full name
Your order number
The item you wish to return
The reason for the request
Photographs, if the product is damaged, defective, or incorrect
After reviewing your request, our support team will provide authorization, return instructions, and a shipping label when applicable.
Packages mailed without prior approval may not be accepted. Please do not send a purchase to an address found on the website or packaging unless our team has specifically confirmed it as the correct return destination.
For change-of-mind returns, any applicable return shipping cost or label deduction will be disclosed before the return is authorized. Nookloria covers return shipping for verified damaged, defective, or incorrectly supplied products.
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Damaged, Defective, or Incorrect Products
Please examine your purchase as soon as it is delivered.
If the package contains a damaged, faulty, or incorrect item, contact us promptly. Include clear photos of the product, packaging, and shipping label so we can evaluate the issue.
Depending on the circumstances, we may offer a replacement, refund, or another appropriate solution. Do not discard the item or its packaging until our support team confirms that they are no longer needed.
This policy does not limit any mandatory consumer rights that apply in your location.
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Products That Cannot Be Returned
For health, safety, or product-specific reasons, returns may not be available for:
Pet food, treats, supplements, or other perishable goods
Opened or used grooming and hygiene products
Products that have been in direct contact with an animal after opening, where they cannot be safely resold
Customized, engraved, or personalized merchandise
Hazardous materials, flammable products, liquids, or gases subject to shipping restrictions
Gift cards
Items clearly identified as final sale
Original delivery charges, except where the order was damaged, defective, incorrect, or applicable law requires reimbursement
If you are uncertain whether a product can be returned, contact us before opening, using, or shipping it.
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Exchanges
We do not guarantee direct exchanges for every product.
The most efficient option is usually to request a return for the original item. Once that return is approved, you may place a separate order for the preferred product, size, color, or model.
Placing a replacement order separately helps prevent the desired item from selling out while the return is being reviewed.
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European Union Right of Withdrawal
When applicable European Union consumer law applies to an online purchase, the customer generally has 14 days from delivery to withdraw from the purchase without providing a reason.
Returned merchandise should remain unused, complete, and in its original condition. Proof of purchase is required. Certain products, including rapidly perishable goods and clearly personalized items, may be excluded from this statutory right.
Unless Nookloria agrees to cover the cost or applicable law requires otherwise, the customer may be responsible for the cost of returning a change-of-mind purchase.
This section does not replace or reduce any more favorable rights available under our standard 30-day policy or mandatory local law.
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Refund Review and Processing
We will inspect the returned merchandise after it reaches the authorized return facility. You will then receive an email confirming whether the refund has been approved.
Approved refunds are sent to the original payment method. Please allow up to 10 business days for the refund to be processed after approval.
Banks, card issuers, and payment providers may require additional time before the credit appears on your account. Nookloria cannot control processing times within a financial institution.
If 15 business days have passed since you received refund approval and the funds have not appeared, contact service@nookloria.com with your order details.
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Return Destination
Every return must be authorized before shipment. The correct return destination will be included in the instructions supplied by our customer care team.
The following company address is our business contact address and should not be used for product returns unless we specifically authorize it in writing:
Specialty Pet Products
156 Corporate Blvd
Indian Trail, NC 28079
United States
Sending merchandise to an unauthorized address may delay processing or prevent us from receiving the return.
Contact Nookloria
Email: service@nookloria.com
Phone: +1 866-540-7457