Refund Policy
Refund & Return Policy
Your satisfaction and your pet's happiness are our top priorities. If you're not completely satisfied with your purchase, we're here to help make it right.
30-Day Return Policy
We offer a 30-day return policy from the date of delivery. If you're not satisfied with your purchase, you can return eligible items for a full refund or exchange.
Eligibility for Returns
To be eligible for a return, items must meet the following conditions:
- Items must be unused and in the same condition as received
- Items must be in original packaging with all tags attached
- Proof of purchase (order confirmation or receipt) must be provided
- Return must be initiated within 30 days of delivery
Non-Returnable Items
For health and safety reasons, the following items cannot be returned:
- Opened food products or treats
- Grooming products that have been opened or used
- Items marked as final sale or clearance
- Personalized or custom-made items
- Perishable goods
How to Initiate a Return
To start a return, please follow these steps:
- Contact our customer service team at jordan.nexgera@gmail.com within 30 days of receiving your order
- Provide your order number and reason for return
- We'll send you return instructions and a return authorization number
- Pack the item securely in its original packaging
- Ship the item back to the address provided
Return Shipping Costs
Standard Returns: Customers are responsible for return shipping costs unless the item is defective or we made an error.
Defective or Incorrect Items: If you received a defective, damaged, or incorrect item, we'll cover the return shipping costs and send a replacement or full refund immediately.
Refund Processing
Once we receive and inspect your returned item:
- We'll send you an email confirmation that we've received your return
- Your refund will be processed within 5-7 business days
- Refunds will be issued to your original payment method
- Please allow 5-10 business days for the refund to appear in your account
Exchanges
If you need to exchange an item for a different size, color, or product:
- Contact us to initiate an exchange
- Return the original item following our return process
- We'll send the replacement item once we receive your return
- If there's a price difference, we'll either refund or charge accordingly
Damaged or Defective Items
We carefully inspect all products before shipping, but if you receive a damaged or defective item:
- Contact us within 48 hours of delivery with photos of the damage
- We'll arrange for a replacement or full refund immediately
- No need to return the damaged item unless requested
- We'll cover all shipping costs for replacements
Wrong Item Received
If you received the wrong item:
- Contact us immediately with your order details
- We'll send the correct item at no additional cost
- We'll provide a prepaid return label for the incorrect item
Late or Missing Refunds
If you haven't received your refund after the processing period:
- Check your bank account or credit card statement again
- Contact your credit card company (processing may take time)
- Contact your bank (there may be processing delays)
- If you've done all of this and still haven't received your refund, contact us at raffaele@nexgera.com
Cancellations
You can cancel your order before it ships:
- Contact us as soon as possible at jordan.nexgera@gmail.com
- If the order hasn't been processed, we'll cancel it and issue a full refund
- If the order has already shipped, you'll need to follow our standard return process
Questions or Concerns?
We're here to help! If you have any questions about returns, refunds, or exchanges, please don't hesitate to reach out:
Email: jordan.nexgera@gmail.com
Hours: Monday-Friday, 10:00 AM - 11:00 PM
Your pet's happiness is our priority, and we'll do everything we can to ensure you're satisfied with your purchase.
Last updated: January 2026