Return and Refund Policy

Last updated: July 27, 2026

We want you and your pet to be satisfied with your Nuzzigo purchase. This Return and Refund Policy explains the conditions and procedures for returns, refunds, order cancellations, damaged products, and incorrect orders.

Nuzzigo is operated by Jurong Beineng Trading Co., Ltd. (句容备能商贸有限公司) .

By placing an order through www.nuzzigo.com, you agree to this Return and Refund Policy.

1. Return Window

You may request a return within 30 days after the product is delivered.

Return requests submitted more than 30 days after delivery may not be accepted, except where applicable law provides additional rights.

If delivery information is unavailable, we may calculate the return period using the fulfillment date together with a reasonable allowance for shipping time.

2. Return Eligibility

To qualify for a return, the product must generally meet all of the following requirements:

• The return request is submitted within the applicable return period;
• The product is unused and in resalable condition;
• The product has not been washed, cleaned, altered, or repaired;
• The product is free from pet hair, odors, saliva, stains, dirt, and contamination;
• The product has no scratches, bite marks, excessive wear, or damage caused after delivery;
• All original tags, labels, accessories, components, manuals, and packaging are included; and
• Valid proof of purchase or an Nuzzigo order number is provided.

You may carefully inspect the product after delivery. However, using a product beyond what is reasonably necessary to inspect its condition, fit, size, or features may make it ineligible for return.

3. Pet Products and Hygiene Conditions

For health, hygiene, and product-safety reasons, products that have been used by or placed in direct contact with a pet may not be eligible for a change-of-mind return.

This includes products containing pet hair, saliva, odors, stains, waste, dirt, allergens, bite marks, scratching damage, or other signs of pet use.

This restriction does not limit your rights if the product was defective, damaged upon arrival, incorrect, or otherwise not in conformity with applicable law.

4. Products That Cannot Be Returned

The following products are generally not eligible for return unless they arrive damaged, defective, or incorrect:

• Products returned more than 30 days after delivery;
• Used, washed, altered, repaired, or damaged products;
• Products with pet hair, odors, stains, dirt, saliva, or other contamination;
• Products damaged by chewing, scratching, misuse, accidents, or improper care;
• Products missing original packaging, tags, accessories, or components;
• Personalized, customized, or made-to-order products;
• Gift cards or digital products, where offered;
• Products identified as “Final Sale” before purchase; and
• Products that cannot legally or safely be resold for hygiene reasons.

The presence of a product in this list does not exclude any remedy required by applicable consumer-protection law.

5. How to Request a Return

Before sending a product back, you must contact us and receive return authorization.

To request a return, email support@nuzzigo.com and provide:

• Your order number;
• The name and email address used when placing the order;
• The product you wish to return;
• The reason for the return; and
• Photographs or video where the product is damaged, defective, incomplete, or incorrect.

After reviewing your request, we will inform you whether the return is approved and provide the applicable return instructions and authorized return address.

A return request is not approved until you receive written confirmation from us.

6. Return Address

The authorized return address will be provided in your return approval email. The return location may vary depending on the product, order, destination, and fulfillment location.

Do not send products to our registered business address unless we expressly confirm that address in writing for your specific return.

Products returned to an unauthorized address may be rejected, delayed, lost, or subject to additional shipping and handling costs.

7. Return Shipping Costs

For ordinary returns, including change-of-mind returns, incorrect size selection, color preference, or products that are no longer wanted, the customer is responsible for purchasing and paying for return shipping.

We do not currently charge a restocking fee.

We recommend using a trackable shipping service and retaining the shipping receipt and tracking number until the return has been completed.

The customer is responsible for the return package until it is delivered to the authorized return location. We are not responsible for customer-arranged return packages that are lost, damaged, or sent to the wrong address.

If the product was damaged, defective, incomplete, or incorrect when delivered, we may provide a prepaid return label or reimburse reasonable return-shipping costs after verifying the issue.

8. International Return Costs

International returns may involve shipping charges, customs declarations, import or export fees, brokerage charges, duties, or taxes.

For ordinary returns, these costs are generally the customer's responsibility and may not be refundable.

Please follow the return instructions we provide. Incorrect customs declarations or unauthorized return methods may result in delays, additional costs, or rejection of the return.

9. Return Inspection

After the returned product is received, we will inspect its condition, packaging, accessories, and eligibility.

We aim to review eligible returns within 5 business days after they arrive at the authorized return location.

Inspection may take longer during weekends, public holidays, sales events, or periods of unusually high return volume.

If the product does not meet the return requirements, we may:

• Reject the return;
• Offer a partial refund reflecting loss in value, where permitted by law; or
• Ask whether you want the product sent back to you at your expense.

We will contact you if there is a material issue with the returned product.

10. Refunds

If the return is approved after inspection, the eligible refund will normally be issued to the original payment method.

We will notify you when the refund has been submitted. Your bank, card issuer, PayPal, Shopify Payments, or other payment provider may require additional time to post the refund to your account.

Refund processing times vary by financial institution, payment method, country, and currency. We do not control the processing time of your payment provider after a refund has been submitted.

If you have not received an approved refund after allowing reasonable processing time, please:

1. Check your bank or payment account again;
2. Contact your card issuer, bank, or payment provider; and
3. Contact us at support@nuzzigo.com if further assistance is required.

11. Original Shipping Charges

Original shipping charges are generally non-refundable after an order has shipped.

Original shipping charges may be refunded when:

• We shipped the wrong product;
• The product arrived damaged or defective;
• The shipment was confirmed lost;
• We cancelled the order before shipment; or
• A refund of shipping charges is required by applicable law.

If expedited or upgraded shipping was selected, any additional amount paid for the upgraded service may be non-refundable, except where required by law.

12. Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

If the product arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible at support@nuzzigo.com.

Please provide:

• Your order number;
• A clear description of the issue;
• Photographs of the product;
• Photographs of the outer and inner packaging;
• A photograph of the shipping label; and
• A video if needed to demonstrate the defect or problem.

Please keep the product, packaging, labels, and accessories until we complete our review.

After verification, we may provide an appropriate remedy, including:

• A replacement product;
• A shipment of a missing part or accessory;
• A full or partial refund;
• A prepaid return label; or
• Reimbursement of reasonable return-shipping costs.

The appropriate remedy will depend on the circumstances, product availability, available evidence, and applicable law.

13. Product Damage After Delivery

Damage caused after delivery is not considered a manufacturing defect when it results from:

• Chewing, scratching, biting, or other pet behavior;
• Normal wear and tear;
• Improper use, overloading, or use outside the stated weight limit;
• Failure to follow product instructions or safety guidance;
• Improper washing, cleaning, drying, or storage;
• Use of unsuitable cleaning chemicals or excessive heat;
• Accidents, vehicle damage, or external impact;
• Unauthorized alteration or repair; or
• Use for a purpose for which the product was not designed.

Nothing in this section excludes liability for a defect that existed when the product was delivered.

14. Exchanges

Direct exchanges are not guaranteed and depend on product availability and operational capacity.

The fastest way to obtain another size, color, or product is usually to request a return for the eligible original product and place a new order separately.

A replacement order may require payment before the original return is received and refunded.

15. Order Cancellations

You may request cancellation of an unfulfilled order within 24 hours after the order is placed.

To request cancellation, contact support@nuzzigo.com and include your order number and the email address used during checkout.

Cancellation requests are not guaranteed until confirmed by us.

If the order has already been processed, packed, transferred to a fulfillment provider, or shipped, cancellation may no longer be possible.

If cancellation is no longer possible, you may request an eligible return after delivery under this policy.

16. Order Changes

Requests to change the product, size, color, quantity, or shipping address should be submitted within 24 hours after placing the order.

We cannot guarantee that an order can be changed after processing has started.

If an address change cannot be completed before shipment, the customer may need to contact the carrier directly. Carrier redirection is not guaranteed and may involve additional fees.

17. Refused, Unclaimed, or Undeliverable Packages

Refusing delivery does not automatically cancel an order or guarantee a full refund.

A package may be returned to the sender because:

• The customer refused delivery;
• The address was incorrect or incomplete;
• The package was not collected within the carrier's holding period;
• Repeated delivery attempts were unsuccessful;
• Required duties or import charges were not paid; or
• The destination could not accept the shipment.

Where permitted by law, refunds for these packages may be reduced by original shipping charges, return shipping charges, customs fees, carrier fees, or other non-recoverable costs.

Please contact us before refusing a shipment or arranging an unauthorized return.

18. Packages Marked as Delivered

If tracking shows that your order was delivered but you cannot locate it, please:

1. Verify the delivery address on your order;
2. Check entrances, mailrooms, parcel lockers, and other safe locations;
3. Ask household members, neighbors, reception, or property management;
4. Contact the local delivery carrier; and
5. Allow until the end of the delivery day in case the package was scanned early.

If the package still cannot be located, contact us with your order number. We may open an investigation with the carrier.

Refund or replacement eligibility may depend on the carrier's investigation, delivery records, photographs, signatures, GPS data, or other available evidence.

19. Chargebacks and Payment Disputes

We encourage you to contact us before submitting a payment dispute or chargeback so that we have an opportunity to investigate and resolve the issue.

Submitting a chargeback does not automatically cancel an order, return a product, or replace the return procedure described in this policy.

Nothing in this section prevents you from exercising any right available through your bank, card issuer, payment provider, or applicable law.

20. Mandatory Consumer Rights

This policy is intended to operate in addition to applicable consumer-protection laws.

Nothing in this policy excludes, limits, or replaces any warranty, refund, withdrawal, cancellation, conformity, or other consumer right that cannot legally be excluded or limited.

If the consumer laws of your country or region provide greater rights than this policy, those mandatory rights will apply.

21. Policy Abuse

We may refuse a return, refund, exchange, or cancellation request where we reasonably determine that the request involves fraud, policy abuse, altered evidence, repeated misuse, or a product that was not purchased from Nuzzigo.

This provision will be applied reasonably and does not limit legitimate consumer rights.

22. Changes to This Policy

We may update this Return and Refund Policy to reflect changes to our products, return procedures, Shopify settings, operational practices, or applicable legal requirements.

When we update this policy, we will revise the “Last updated” date at the top of this page.

The policy in effect when your order was placed will generally apply to that order, unless applicable law requires otherwise.

23. Contact Us

For return, refund, cancellation, or product-related questions, contact us using the following information:

Brand: Nuzzigo
Legal Business Name: Jurong Beineng Trading Co., Ltd. (句容备能商贸有限公司)
Email: support@nuzzigo.com
Telephone: +86 157 5129 0009
WhatsApp: +86 157 5129 0009
Website: www.nuzzigo.com

Registered Business Address:
Room 2206, 22nd Floor, Building 1,
Sujia Building, No. 99 Huayang South Road,
Huayang Town, Jurong, Jiangsu 212001,
China

This registered business address is not automatically the authorized return address. Please obtain written return instructions before sending a product.