Return and Refund Policy
Return and Refund Policy
At Nuzzily, we want you to shop with confidence. If something isn't right with your order, our team is here to help.
Key Information
Return period: 30 days from the delivery date. No restocking fees. Return processing time: Within 14 days of receiving your return. Refund processing time: Within 5 business days after approval. Exchanges: Accepted under the conditions outlined below.
Order Cancellations
To cancel an order, contact us as soon as possible at support@nuzzily.com. We will always try to process cancellations before dispatch. Once an order has shipped, cancellation is no longer possible. You may still request a return after delivery in accordance with this policy.
Return Conditions
For hygiene reasons, we are unable to accept returns on dog toys that have been opened, used, or removed from their original packaging. This applies to all chew toys, rope toys, plush toys, and interactive feeders.
To be eligible for a return, items must:
- Be unused and unopened
- Be in their original, undamaged packaging
- Include all original tags and accessories
Returns requested outside of the 30-day window, or items that do not meet these conditions, will not be accepted.
Items not eligible for return:
- Opened or used toys of any kind
- Items showing signs of chewing, saliva, or wear
- Items returned without original packaging or tags
- Items damaged after delivery
Exchanges
To request an exchange, contact us within 30 days of delivery at support@nuzzily.com. Please include your order number and the item you wish to exchange. Items must meet the same conditions as returns outlined above. Our team will provide further instructions once your request has been reviewed.
Refunds
Once your return has been received and inspected, you will receive an email confirming whether your refund has been approved. If approved, refunds are issued to the original payment method within 5 business days. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us at support@nuzzily.com as soon as possible. Include your order number, a description of the issue, and clear photos of the item and packaging. Once verified, we will arrange either a replacement at no additional cost or a full refund to your original payment method.
How to Return an Item
Step 1: Contact our support team at support@nuzzily.com with your order number, the item you wish to return, and the reason for the return. Returns sent without prior approval cannot be processed.
Step 2: Once approved, our team will provide the return address and instructions. Returns sent to an incorrect address will not be accepted.
Step 3: Package your item securely in its original, unopened packaging. If the return is due to our error, such as a damaged or incorrect item, we will cover the return shipping cost. For all other returns, shipping costs are the responsibility of the customer.
Contact
support@nuzzily.com
Customer service: Monday to Friday, 9:00 AM – 5:00 PM (GMT/BST)
Business name: Verax Commerce LLC (trading as Nuzzily)
Address: 30 N Gould St, Ste R, Sheridan, WY 82801, United States
Company registration number: 2026-001953663
Phone: +44 7393 167 225