Return Policy
Return & Refund Policy
At Pet Norra, your satisfaction is important to us. That’s why we offer a 30-Day Satisfaction Guarantee to eligible customers.
If you’re not completely satisfied with your purchase, you may request to return an eligible product within 30 days of receiving your order.
Products may be opened and reasonably used during the 30-day period and still qualify for a return under our Satisfaction Guarantee. Returned products must include all original components and must not be intentionally damaged, excessively misused, or altered.
We understand that things don’t always go as planned, and our support team is here to help throughout the process.
How to Start a Return
To request a return, please contact us at support@petnorra.com and provide:
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Your full name
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Order number
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Item you would like to return
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Reason for the return
Our support team will respond within 48 hours with return instructions and, if applicable, the designated return shipping address.
Please do not send a return before receiving instructions from our support team. Products returned without prior authorization may not be accepted or may experience processing delays.
Return Shipping Costs
Our 30-Day Satisfaction Guarantee is available to eligible customers in the United States, Canada, Australia, and New Zealand.
For returns made because you changed your mind or were not satisfied with the product, customers are responsible for return shipping costs. Original shipping charges are non-refundable unless required by applicable law.
If your order arrived damaged, defective, or incorrect, Pet Norra will cover reasonable return or replacement shipping costs. Please contact our support team before returning the item so we can provide the appropriate instructions.
Where required by applicable consumer law, reasonable return shipping costs associated with a faulty or non-compliant product will be reimbursed.
Refund Process
Once we receive and inspect your returned item, we will notify you about the status of your refund.
If the return meets the requirements of our 30-Day Satisfaction Guarantee, your refund will be issued to your original payment method within 3–5 business days after approval.
Original shipping charges are non-refundable for satisfaction or change-of-mind returns unless required by applicable law.
Please note that your bank, card issuer, or payment provider may require additional time to post the refund to your account. Currency-conversion differences or fees charged by your financial institution are outside Pet Norra’s control.
If a returned product does not meet the eligibility requirements described in this policy, we may be unable to issue a refund.
Non-Returnable Items
Certain items are not eligible for return under our voluntary 30-Day Satisfaction Guarantee, including:
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Personalized or customized products
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Gift cards
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Products that have been intentionally damaged, excessively misused, or altered
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Products returned outside the 30-day return period
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Products returned without all original components, where those missing components prevent us from properly evaluating or processing the return
Products that have been opened and reasonably used are still eligible for return under our 30-Day Satisfaction Guarantee, provided they otherwise meet the requirements of this policy.
These restrictions do not apply where an item arrives damaged, defective, incorrect, or where applicable consumer law provides additional rights or remedies.
Damaged, Defective, or Incorrect Orders
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible.
Email support@petnorra.com with the subject:
“Order #[Your Order Number] – Replacement Request”
Please include:
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Your order number
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A description of the issue
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Clear photos or videos showing the problem
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Additional photos, measurements, or information where relevant
Our support team will respond within one business day with the next steps.
For eligible claims, we will provide a replacement at no additional cost or issue a full refund, as appropriate and in accordance with applicable consumer law.
Please do not discard or return a damaged, defective, or incorrect product until our support team has provided instructions.
Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If an order cannot be delivered or is returned because an incorrect or incomplete address was provided at checkout, please contact us.
We will work with you to determine whether the order can be reshipped. Additional shipping charges may apply.
We cannot guarantee a refund for orders that cannot be delivered because of incorrect or incomplete information provided by the customer, except where otherwise required by applicable law.
Delivery Guarantee
All eligible orders are covered by our delivery guarantee.
If tracking shows that your package has been lost in transit or has not been successfully delivered, please contact our support team so we can investigate the shipment.
For confirmed lost or undelivered orders, we will provide a replacement at no additional cost or another remedy where required by applicable law.
This delivery guarantee may not apply when delivery failed because of:
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An incorrect or incomplete shipping address provided by the customer
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Refusal of delivery
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Failure to collect a package after a delivery or collection notice
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Circumstances outside the reasonable control of Pet Norra
If tracking shows an order as delivered but you cannot locate it, please contact us so we can assist with the carrier investigation.
Nothing in this section limits any rights or remedies available under applicable consumer law.
Delayed or Missing Refunds
If your refund has been approved but you haven’t received it yet:
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Check your bank, card, or payment account again.
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Contact your bank, card issuer, or payment provider, as processing times may vary.
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If your refund still hasn’t appeared after the expected processing period, contact us at support@petnorra.com.
We’ll be happy to investigate the status of your refund.
Statutory Consumer Rights
This policy provides benefits in addition to any rights and remedies available under applicable consumer laws.
Nothing in this policy excludes, restricts, or modifies any consumer right or remedy that cannot legally be excluded, restricted, or modified.
This includes rights available to eligible customers in Australia under the Australian Consumer Law and customers in New Zealand under the Consumer Guarantees Act 1993, as well as applicable federal, state, provincial, territorial, and local consumer-protection laws in the United States and Canada.
Where a product is faulty, unsafe, materially different from its description, or otherwise fails to meet a mandatory consumer guarantee, you may be entitled to a repair, replacement, refund, reimbursement of reasonable return costs, or another remedy as required by applicable law.
Privacy
Personal information provided during a return, refund, replacement, or delivery claim will be handled in accordance with our Privacy Policy and applicable privacy laws.
We’re Here to Help
At Pet Norra, we want you to feel confident when ordering from us.
Our 30-Day Satisfaction Guarantee gives you the opportunity to try your purchase and, if you’re not completely satisfied, request to return an eligible product within 30 days, subject to the eligibility and return-shipping terms described in this policy.
If you have any questions about a return, refund, replacement, or delivery issue, please contact our support team at support@petnorra.com. We’ll be happy to assist you.