Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

How to Initiate a Return
To start a return, please contact us at support@novarilife.com. If your return is accepted, we will provide you with a Return Merchandise Authorization (RMA) number, the exact address of our designated US return processing center, and detailed instructions on how to send your package. 

Please Note:
- Customers are responsible for paying their own return shipping costs unless the item arrived defective, damaged, or incorrect.
- Returns must be sent to our designated US return center with an authorized RMA number. Packages returned without prior authorization or sent directly to the manufacturer's address on the shipping label cannot be processed or refunded.

Damages and Issues 
Please inspect your order upon reception and contact us immediately at support@novarilife.com with photo or video proof if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and issue a free replacement or full refund right away.

Exceptions / Non-Returnable Items 
Certain types of items cannot be returned:
- Custom or personalized products (such as custom pet print phone cases or personalized tags)
- Pet products that have been used, tried on pets, or contain pet hair/odors due to strict hygiene and safety standards
- Sale items, promotional bundles, or gift cards

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 Day Cooling Off Period 
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

Refunds 
We will notify you once we’ve received and inspected your return at our US processing facility, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If more than 15 business days have passed since we’ve approved your return, please contact us at support@novarilife.com.