Return and refund policy

Return & Refund Policy

At NuvelaSkinโ„ข, your satisfaction is our priority.

We want every pet parent to feel confident when shopping with us. This Return & Refund Policy explains the process for requesting returns, replacements, and refunds.

1. Return Eligibility

We accept return requests within 30 days of receiving your order.

To qualify for a return, the product must:

  • Be in its original condition

  • Be unused and in resalable condition

  • Include original packaging and accessories (if applicable)

  • Include proof of purchase or order information

Returns that do not meet these requirements may not be accepted.

2. How to Request a Return

To begin a return request, please contact our customer support team:

๐Ÿ“ง service@nuvelaskinvip.com

Please provide:

  • Your order number

  • Reason for the return

  • Photos or details regarding the issue (if applicable)

Once your request has been reviewed and approved, our team will provide the necessary return instructions.

Please do not send items back before receiving return authorization. Unauthorized returns may not be processed.

3. Damaged, Incorrect, or Defective Items

Please check your order carefully after delivery.

If your item arrives damaged, defective, or you receive the wrong product, contact us as soon as possible.

Our team will review the situation and work with you to provide a suitable solution.

For faster assistance, please include photos of the product and packaging when contacting us.

4. Items Not Eligible for Return

Certain products may not be eligible for return, including:

  • Products that have been used or damaged after delivery

  • Items without original packaging

  • Personalized or customized products

  • Gift cards

  • Clearance or final sale items

  • Shipping fees paid during checkout

If you are unsure whether your order qualifies for a return, please contact our support team before sending your item.

5. Exchanges

If you receive a defective or incorrect item and need a replacement, please contact us first.

After your return request is approved, we will guide you through the replacement process.

For faster service, a new order may be recommended depending on product availability.

6. International Orders

For customers outside the United States, return conditions may vary depending on destination and shipping regulations.

Customers are responsible for ensuring returned items meet the required return conditions before shipment.

Any applicable customs fees, duties, or international shipping costs related to returns may be the responsibility of the customer unless the return is caused by an error on our part.

7. Refund Process

Once your returned item arrives and has been inspected, we will send you a confirmation regarding your refund status.

If your refund is approved:

  • The payment will be returned to your original payment method

  • Processing may take up to 10 business days

  • Additional processing time may be required by your bank or payment provider

If you have not received your refund after the processing period, please contact us for assistance.

8. Return Address

Please contact NuvelaSkinโ„ข customer support before sending any return package.

Return instructions and the correct return address will be provided after your request has been reviewed and approved.

Customer Support

PetSmart
4550 W Pico Blvd
Los Angeles, CA 90019
United States

๐Ÿ“ž Phone: +1 (323) 602-0874
๐Ÿ“ง Email: service@nuvelaskinvip.com

Thank you for choosing NuvelaSkinโ„ข.

We appreciate your trust and are committed to providing a simple, reliable, and customer-focused shopping experience for you and your pets.