We want you and your cat to be happy with your purchase. Please review the following policy before placing an order.
Returns
Non-quality-related return requests must be submitted within 30 days of the purchase date. The 30-day period begins on the date the order is placed.
To be eligible for a non-quality-related return, the product must be unopened, unused, unassembled, in its original condition, and returned with all accessories and components.
For hygiene and resale reasons, opened or used pet products are not eligible for return or exchange unless there is a verified quality issue. Assembled products are not eligible for non-quality-related returns or exchanges.
Please use the original packaging whenever possible.
We do not charge a restocking fee. However, if a returned product has customer-caused damage, missing components, or significant stains, the actual repair or replacement cost may be deducted from the refund.
How to Request a Return or Exchange
Before sending any product back, please contact us at support@nookmew.com.
- Your order number
- The product name
- The reason for the return or exchange
- Photos or videos, if the product arrived damaged, was incorrect, or has a quality issue
Please wait for our return instructions before shipping the product back. Unauthorized returns may not be accepted.
Return Shipping
For returns or exchanges due to a change of mind:
- The customer is responsible for all return or exchange shipping costs.
- Original shipping charges are non-refundable.
- No restocking fee will be charged.
For products that arrived damaged, were shipped incorrectly, or have a verified quality issue:
- Nook & Mew will cover the original shipping cost.
- Nook & Mew will cover reasonable return shipping costs.
- We may offer a repair, replacement, exchange, or refund.
Damaged, Incorrect, or Defective Products
If your order arrives damaged or you receive the wrong product, please contact us within 7 days of delivery and provide clear photos.
If the outer packaging is damaged during transit, please take photos of the package as soon as possible before disposing of it.
For general quality issues, please contact us within 30 days of the purchase date.
Damage caused by misuse, improper assembly, modification, accidents, normal wear and tear, or failure to follow care instructions is not considered a quality issue.
Refunds
Once we receive and inspect the returned product, approved refunds will be issued to the original payment method within 14 business days.
For change-of-mind returns, original shipping charges will not be refunded, and return shipping costs are the customer’s responsibility.
For approved damaged, incorrect, or quality-related returns, Nook & Mew will cover the applicable original and return shipping costs.
Exchanges
Exchanges are available only for products that are unopened, unused, and unassembled.
To request an exchange, please contact support@nookmew.com.
The customer is responsible for exchange shipping costs when the exchange is requested for personal reasons.
If the exchange is due to a damaged, incorrect, or defective product, Nook & Mew will cover the applicable shipping costs.
Exchanges are subject to product availability. If the replacement product has a different price, we will confirm the price difference before processing the exchange.
Order Cancellations
Orders may be cancelled before they are shipped. Approved cancellations made before shipment will receive a full refund.
Once an order has shipped, it cannot be cancelled and must be handled through this return policy.
Contact Us
For return or exchange questions, please contact support@nookmew.com.
This policy does not limit any rights provided by applicable consumer protection laws.