Returns Policy

INSPECTION UPON RECEIPT

When you receive your order, please:

Check your items as soon as possible after delivery and always before use

Inspect for any damage or defects to the product or packaging

Verify you received the correct items by checking against your order confirmation

Take reasonable care when inspecting items:

  • Keep all original packaging intact
  • Do not remove security seals or tags unless you intend to keep the item
  • Handle products carefully to maintain their original condition

YOUR 14-DAY RETURN PERIOD

Under EU consumer law, you have 14 days to return your order for any reason.

The 14-day period starts: The day after you receive your item

Return conditions:

  • Items must be unused and in original condition
  • Items must be in original packaging
  • Security seals and tags must be intact
  • All accessories and documentation must be included

HOW TO RETURN AN ITEM

Step 1: Contact Us

Email: hello@nuzzely.com
Subject Line: "Return Request"

Include the following information:

  • Your order number
  • Item(s) you wish to return
  • Reason for return
  • Whether you prefer a refund or replacement (if available)

Step 2: Receive Return Authorization

We will respond within 48 hours with:

  • A unique returns authorization number
  • Return shipping address
  • Return instructions
  • Return shipping label (if applicable)

Step 3: Package Your Return

Pack items securely:

  • Use original packaging when possible
  • Ensure all items are properly protected
  • Include all original tags, manuals, and accessories

Include inside the package:

  • Your order number
  • Your name and contact information
  • Returns authorization number

Step 4: Ship Your Return

Send your return to the address provided

Important:

  • Use a tracked shipping service
  • Obtain proof of postage
  • Keep your tracking number until your refund is processed
  • You are responsible for the item until it reaches our warehouse

We recommend:

  • Insuring your return for the value of the products
  • Using a trackable delivery service
  • Keeping photographic evidence of the returned items

WRONG ITEM RECEIVED

We apologize if you received the wrong item. This is not common, and we want to resolve this quickly.

What to do:

Contact us within 14 days of receiving your order at hello@nuzzely.com

Include:

  • Photos of the item you received
  • Your order number
  • Description of what you ordered vs. what you received

What we'll do:

  • Provide a prepaid return label
  • Send the correct item immediately, or
  • Issue a full refund (including original shipping costs)

You will not be charged for return shipping when we send the wrong item.

DAMAGED OR FAULTY ITEMS

We apologize if you received a damaged or faulty item. We want to resolve this as quickly as possible.

What to do:

Contact us within 48 hours of delivery for damaged items, or as soon as you discover a fault

Email: hello@nuzzely.com
Subject Line: "Damaged/Faulty Item"

Include:

  • Your order number
  • Clear photos of the damage or fault
  • Photos of the packaging (if damaged in transit)
  • Detailed description of the problem

What we'll do:

We will respond within 24 hours and:

  • Arrange free return shipping
  • Send a replacement item, or
  • Issue a full refund (including original shipping costs)

Your rights for faulty items:

Under EU consumer law, you are entitled to:

  • Free repair or replacement if goods are faulty within 2 years of purchase
  • A refund if repair or replacement is not possible
  • Remedies for goods that do not match their description

Our Returns Policy upholds and does not affect your statutory rights.

ITEM NOT RECEIVED

We apologize if you have not received your order. This is not common, and we want to resolve this quickly.

What to do:

Wait for the estimated delivery timeframe to pass:

  • Netherlands: 2-4 business days
  • Belgium/Germany: 3-5 business days
  • Other EU: 4-7 business days

If your item has not arrived after the estimated timeframe:

Contact us at hello@nuzzely.com within 21 days of your shipping confirmation email

Include:

  • Your order number
  • Shipping confirmation email
  • Delivery address used

What we'll do:

  • Track your package with the shipping carrier
  • Investigate the delay
  • Send a replacement item, or
  • Issue a full refund if the item cannot be located

WHAT HAPPENS NEXT

Processing Your Return

Once we receive your return:

Step 1: Inspection (1-3 business days)

  • Our Returns Department inspects all returned items
  • We verify the item is in acceptable condition
  • We confirm eligibility for refund or replacement

Step 2: Refund Processing (within 7 business days)

  • Refunds are processed to your original payment method
  • You will receive an email confirmation when the refund is issued

Step 3: Bank Processing (5-10 business days)

  • Your bank or payment provider processes the refund
  • Timing depends on your financial institution

Total timeframe: Refunds are typically completed within 14 days of us receiving your return, and at the latest within 30 days.

What We Refund

For eligible returns, we refund:

  • Full product price
  • Original standard shipping costs (if item is faulty, wrong, or damaged)

We do not refund:

  • Return shipping costs (unless item is faulty, wrong, or damaged)
  • Express or premium shipping upgrades (unless item is faulty, wrong, or damaged)

Refund Method

Refunds are issued to the original payment method used for purchase:

  • Credit/debit card
  • PayPal
  • iDEAL
  • Other original payment method

If the original payment method is no longer available, please contact us to arrange an alternative.

REPLACEMENT PRODUCTS

If we sent you a replacement for a faulty item:

You have the right to:

  • Cancel your order for the replacement product within 7 working days of receiving it
  • Receive a full refund if you return the replacement

This applies when:

  • The original item was faulty
  • We sent you a replacement
  • You are not satisfied with the replacement

COST OF RETURNING ITEMS

You are responsible for return shipping costs when:

  • You change your mind about a purchase
  • You order the wrong size or color
  • You no longer want the item (standard 14-day withdrawal)

We cover return shipping costs when:

  • We sent you the wrong item
  • The item arrived damaged
  • The item is faulty or defective
  • You are returning a replacement item you don't want to keep

For faulty items found to be in good working order:

  • If we inspect an item you claimed was faulty and find no fault, we may not refund return shipping costs
  • We will contact you before returning the item
  • You may choose to have the item returned to you (shipping costs apply) or donate it

ITEMS THAT CANNOT BE RETURNED

For hygiene and health protection reasons, the following items cannot be returned if opened or used:

Non-returnable once opened:

  • Pet food, treats, or supplements
  • Grooming products
  • Health or wellness products

Other non-returnable items:

  • Gift cards
  • Custom or personalized items (unless faulty)
  • Digital products (if applicable)
  • Items marked as "final sale" or "non-returnable"

Exception: Damaged or faulty items can always be returned, even if opened.

YOUR STATUTORY RIGHTS

This Returns Policy does not affect your statutory rights under EU consumer protection law.

Under EU law, you have the right to:

  • Withdraw from a purchase within 14 days without giving a reason
  • Receive goods that conform to their description
  • Remedies (repair, replacement, refund) for faulty goods
  • A minimum 2-year legal guarantee on all goods

For more information about your consumer rights:

EU Consumer Rights: https://europa.eu/youreurope/citizens/consumers/shopping/

Netherlands Consumer Authority (ACM): https://www.acm.nl

European Consumer Centre Netherlands: https://www.eccnederland.nl

EU Online Dispute Resolution Platform: https://ec.europa.eu/consumers/odr

PROOF OF POSTAGE AND INSURANCE

Proof of Postage

Always obtain proof of postage when returning items:

  • Request a receipt from the post office or courier
  • Keep your tracking number
  • Proof of postage is usually free

Why this matters:

  • Without proof of postage, we may not be able to process your refund if the item is lost in transit
  • Proof of postage protects both you and us

Insurance

We strongly recommend insuring your return for the value of the products:

  • You are responsible for items until they reach our warehouse
  • If your return is lost or damaged in transit without insurance, we cannot be held liable
  • Most shipping services offer affordable insurance options

REPLACEMENT ITEM NO LONGER AVAILABLE

If you request a replacement and the product is no longer available:

  • We will notify you immediately
  • We will process a full refund to your original payment method
  • We may suggest alternative products (your choice to accept)