Refund policy

Effective Date: 1 January 2025

At Natuvo, we want you and your furry friends to be happy with your purchase. If you’re not completely satisfied, we’re here to help.

1. Eligibility for Returns

We accept returns under the following conditions:

You must contact us within 7 days of delivery to request a return.
Items must be unused, unopened, and in their original packaging.
The product must be in resellable condition.
You must provide a receipt or proof of purchase.

2. Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

Any product that has been used, chewed, worn, or damaged by your pet.
Items sold as final sale or clearance.

3. Return Process

Email us at natuvo.ca@gmail.com within 7 days of delivery to request a return authorization.
Once approved, we will provide return instructions and a return address.
Pack the item securely in its original packaging.
Ship the product back using a trackable shipping method.

Note: Customers are responsible for return shipping costs unless the item is defective or we sent the wrong product.

4. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
Approved refunds will be processed to your original payment method within 5–7 business days.
Shipping costs are non-refundable (unless the return is due to our error or a defective product).

5. Exchanges

We only replace items if they are defective, damaged upon arrival, or sent in error. If you need an exchange, contact us at natuvo.ca@gmail.com within 7 days of delivery.

6. Damaged or Defective Items

If your order arrives damaged or defective, please email us immediately with photos of the product and packaging so we can arrange a replacement or refund at no additional cost to you.

7. Contact Us

For any questions about our Return & Refund Policy, please contact:

Natuvo
Email: natuvo.ca@gmail.com
Website: www.natuvo.ca
Based in Vancouver, BC, Canada