Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at pawsofjoy0@gmail.com with your order number. Items sent back without first requesting a return will not be accepted.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, including perishable goods, custom or personalized products, personal care goods, hazardous materials, flammable liquids, or gases. We also cannot accept returns on sale items or gift cards. Contact us at pawsofjoy0@gmail.com if you have questions about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, place a separate purchase for the new item.

European Union 14 day cooling off period
If merchandise is shipped into the European Union, you may have the right to cancel or return your order within 14 days, subject to applicable law and the conditions above.

Refunds
We will notify you once we’ve received and inspected your return, and let you know whether the refund was approved. If approved, we’ll refund the original payment method. Processing times vary by bank or card company. If more than 15 business days have passed since approval, contact us at pawsofjoy0@gmail.com.

We want you and your dog to love Naelo. If your order is not right for you, contact pawsofjoy0@gmail.com within 90 days of delivery with your order number. We will review the request and, when eligible, issue a refund to the original payment method.