To be eligible for a return or exchange, customers must:

  • Provide proof of purchase, such as a receipt, delivery note, or bank statement, demonstrating that the item was bought through NEXUS-PETS’ official sales channels.
  • Ensure the product is in its original, sealed condition with all tags and labels intact. It must not have been assembled or used, and any accompanying gifts must also be returned.
  • Confirm the product is not on our list of non-returnable items.
  • Understand that any new product exchanged for a returned item must be of equal or greater value.
  • Note that items inspected and opened at the time of purchase in our physical store cannot be exchanged for other products.
  • Be aware that products purchased during a “Stock Clearance” promotion are not eligible for returns or exchanges.

NEXUS-PETS reserves the right to make the final decision in all other cases.

Return and Exchange Policy

Free Returns/Exchanges (within 7 days)

Paid Returns/Exchanges (within 30 days)

Eligibility: Free returns or exchanges are offered for products with technical faults or errors on our part. This includes:

  • Receiving a product that does not match the order (e.g., incorrect function, ingredients unsuitable for the pet).
  • Manufacturing or shipping damage, such as scratches, dents, or chips on accessories, toys, or scratching posts.
  • Products that are deformed due to shipping, storage, or manufacturing issues.
  • Missing parts or accessories compared to the product description.

Eligibility: If a customer changes their mind or requests a return for subjective reasons, they will incur a fee.

  • Exchanges:
    • The customer is responsible for all shipping costs (both for the return and the new item).
    • A 10% restocking fee will be applied based on the original invoice value.
    • The new product must be of equal or greater value. Any price difference from the original invoice will not be refunded.
  • Returns:
    • The customer is responsible for all return shipping costs.
    • A 30% restocking fee will be applied based on the item’s value on the invoice.

Return and Exchange Processing Time

The process for sending a replacement or issuing a refund will begin only after the returned product has been fully inspected and evaluated.

Our quality assurance process typically takes 3 to 5 business days. Our technical team will then contact you to discuss our decision to repair or replace the item, and to confirm the delivery schedule and any associated fees.