Return and Refund Policy
This Return and Refund Policy explains how returns, refunds, exchanges, and order cancellations are handled for The Nuzzle Buddy. It also operates alongside our Terms of Service. Nothing in this policy limits any rights you have under applicable consumer protection laws in the United Kingdom.
1. Return Window
Customers can request a return within 30 days after delivery.
To be eligible, the return request must be made within this 30-day period. Requests submitted after the return period will not be accepted.
2. Conditions for Return Eligibility
To qualify for a return, the item must:
- Be unused except for reasonable inspection;
- Be in its original condition;
- Be returned with original packaging.
- Not be altered, damaged after delivery, or affected by misuse.
Items returned in a condition that goes beyond normal inspection will not be eligible for a refund or an exchange.
3. Non-Returnable Items
Returns will be refused in situations including, but not limited to, the following:
- Items returned outside the 30-day return period;
- Items that show signs of use beyond what is necessary to inspect them;
- Items missing essential parts or components not due to our error;
- Items damaged after delivery for reasons not caused by us;
4. How to Request a Return
Before sending any item back, you must contact us to request return authorisation. Returns sent without prior contact cannot be accepted.
To request a return, please contact us using support@thenuzzlebuddy.com.
Please include your order number, the item you want to return, and the reason for the request so we can assist you efficiently.
5. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us at support@thenuzzlebuddy.com as soon as possible after delivery.
To help us review the issue, please provide:
- Your order number;
- A description of the issue;
- Clear photographs showing the item and the problem.
Where a product is confirmed to be damaged, defective, or not the item ordered, we will offer an appropriate remedy in line with your consumer rights, which includes a replacement or a refund.
6. Refunds
Once the returned item is received and inspected, we will notify you whether the refund has been approved.
- If approved, refunds are processed within 7 days after approval.
- Refunds are issued to the original payment method used for the purchase.
- Your financial institution or payment provider may require additional time to post the refund to your account.
7. Return Shipping
If a return is accepted because you changed your mind, you will be responsible for the return shipping cost.
If the return relates to an item that is damaged, defective, or incorrect, we will provide an appropriate return solution at no extra cost to you, and we will cover the return shipping costs.
We do not charge restocking fees.
8. Exchanges
If you would like an exchange (e.g., for a different size or colour), please contact us at support@thenuzzlebuddy.com within the 30-day return period to confirm eligibility and product availability.
The item you are returning must meet our conditions for return eligibility (see section 2 above).
Where an exchange is not possible, an approved return will instead be refunded according to this policy.
9. Order Cancellations
Orders can only be cancelled before shipment. If you wish to cancel an order, please contact us as quickly as possible using support@thenuzzlebuddy.com.
Once an order has been shipped, cancellation is no longer possible. In that case, the order will need to be handled under this policy after delivery.
10. Statutory Rights
This policy is provided in addition to, and not in place of, any rights you have under applicable United Kingdom consumer laws, including rights relating to faulty, misdescribed, or unfit goods.
11. Abuse Prevention
We reserve the right to refuse returns, refunds, or exchanges where there is evidence of misuse of this policy, including fraudulent activity, repeated unreasonable return patterns, or attempts to return items that do not meet the conditions stated above. This does not affect any non-excludable legal rights.