Refund policy

Refund and Return Policy

At Nookitt, your satisfaction is our top priority. We want you and your feline friends to love our products. Please read our policy below to understand how we handle returns, damages, and refunds.

1. Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. After 30 days, we unfortunately cannot offer a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it:

  • Unworn or unused.

  • With all original tags attached.

  • In its original packaging.

  • Accompanied by the receipt or proof of purchase.

Note: Items sent back to us without first requesting a return via email will not be accepted.

3. How to Initiate a Return

To start a return, please contact us at meow@nookitt.com. If your return is accepted, we will send you instructions on how and where to send your package. Please note that for standard returns (where the item is not defective), the customer may be responsible for the shipping costs.

4. Damages and Issues (Quality Control)

Please inspect your order upon reception. We offer full or partial refunds/replacements for the following:

  • Damaged Items: If the product arrives badly damaged, please send us clear photos or videos of the item and the packaging immediately.

  • Incorrect/Missing Items: If you receive the wrong item or are missing parts, contact us within 30 days of delivery so we can make it right.

  • Non-eligible minor issues: Please note that slight wrinkles, loose threads, or small scratches that do not affect the product's function are not considered "badly damaged."

5. Non-Received Orders

An order is considered "delayed" and eligible for a solution if it has not arrived within the following timeframes from the shipping date:

  • USA: 45 days.

  • Brazil: 110 days.

  • International: 60 days.

If the tracking information shows the item as "Delivered" but you have not received it, we kindly ask you to contact your local post office for a non-delivery certification before we can process a claim. We cannot offer refunds for orders with incorrect addresses provided by the customer.

6. Exceptions / Non-Returnable Items

Certain types of items cannot be returned:

  • Perishable goods (such as cat food or treats).

  • Custom products (such as special orders or personalized items like engraved collars).

  • Personal care goods (such as grooming products).

  • Customized/POD items (cannot be canceled once processing has started).

7. 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. The same condition requirements (unused, original packaging) apply.

8. 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.

9. Refunds

We will notify you once we’ve received and inspected your return. 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.

If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us at meow@nookitt.com.