Refund policy

Refund Policy

At NestPaw, we want you and your pet to love your order. If something goes wrong, we offer refunds within 14 days of delivery. We do not accept returns, so you never need to ship anything back.

Refunds only, no returns

We do not have a returns address, and items sent back to us without our approval cannot be accepted or refunded. If your refund is approved, you can keep, donate or dispose of the item.

When you can get a refund

You can request a refund within 14 days of the delivery date if:

  • Your item arrived damaged or broken
  • Your item is defective or does not work as described
  • You received the wrong item, size or color
  • Part of your order is missing
  • Your order was lost in transit and never delivered (see "Lost or undelivered orders" below)

When we cannot offer a refund

  • Requests made more than 14 days after delivery
  • Change of mind, or ordering the wrong size or color
  • Damage caused by misuse, normal wear and tear, or your pet chewing or scratching the item after delivery
  • Orders delivered to an incorrect address that was entered at checkout
  • Delays caused by customs, carriers or events outside our control, once the order has been delivered
  • Items bought on sale or with a discount code, unless they arrived damaged, defective or wrong

How to request a refund

Email us at officialcozzi@gmail.com within 14 days of delivery and include:

  1. Your order number
  2. The email address used to place the order
  3. A short description of the problem
  4. Clear photos or a video showing the issue (and the shipping label, if the package was damaged)

We reply within 1 to 2 business days. We may offer a replacement instead of a refund when that resolves the issue faster.

Refund amount and timing

Approved refunds are issued to your original payment method within 3 to 5 business days. Your bank or card provider may take a further 5 to 10 business days to show the refund. We refund the item price; original shipping costs are refunded only when the problem was our error.

Lost or undelivered orders

If your tracking has not updated for 10 days, or your order has not arrived within 30 days of shipping, email us. We will open an investigation with the carrier and send a replacement or a full refund if the package is confirmed lost. If tracking shows the order as delivered but you cannot find it, please check with neighbors and your local post office first, then contact us within 14 days of the delivery date.

This policy does not limit any rights you have under the consumer laws of your country or state.