Refund policy
Last updated: October 31, 2026
30-Day Money-Back Guarantee
We want you to feel confident shopping with Novari. If your purchase isn't right for you, you can request a return within 30 calendar days of delivery for a refund of the product purchase price. This applies to the Cozy Cat Tunnel & Bed and other eligible physical products, except items clearly identified as non-returnable before purchase where permitted by law.
Return Conditions
For change-of-mind returns, items should be clean, in reasonably good condition, and include all original parts. You may inspect and briefly try the product. Excessive use, stains, damage, or missing parts may affect eligibility for a full refund. We recommend keeping the original packaging where possible.
How to Start a Return
Email shopnovari.support@gmail.com within 30 calendar days of delivery and include your order number. We will provide return instructions and the return address. Please do not send anything back until we have provided those instructions. Return the item within 14 days after receiving the instructions, unless applicable law provides a longer period.
For change-of-mind returns, you are responsible for return shipping costs, unless we explicitly agree otherwise or applicable law requires otherwise. Original delivery charges, if any, are not refunded for change-of-mind returns unless required by law. We recommend using a tracked return service.
Damaged, Faulty, or Incorrect Items
Please inspect your order when it arrives and contact us promptly if an item is damaged, defective, incorrect, or not as described. We will help arrange an appropriate remedy under applicable consumer laws. Where legally required, we will cover return shipping for such issues.
Exceptions and Non-Returnable Items
Some items, such as personalized, perishable, or digital goods, and opened hygiene-sensitive products, may not qualify for change-of-mind returns where permitted by law. Any product-specific exceptions will be disclosed before purchase. This does not affect your statutory rights for faulty or misdescribed goods.
Exchanges
Please contact us to discuss exchange options before returning an item.
European Union Returns and Cancellations
If you are a consumer in the European Union and purchase goods online, you may have a right to cancel your order within 14 days after the day you receive your goods for any reason, unless an exemption applies.
After you notify us that you wish to cancel, you must return the goods within 14 days.
For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery, within 14 days after we are informed of your cancellation. We may withhold the refund until we receive the returned goods or evidence that you have sent them back. We are not required to refund additional amounts paid for premium or express delivery beyond the standard delivery cost.
To request a return or cancellation, please contact us using the details below. Your statutory cancellation rights are separate from and not limited by our 30-day guarantee.
United Kingdom Returns and Cancellations
If you are a consumer in the United Kingdom and purchase goods online, you may have a right to cancel your order within 14 days after the day you receive your goods, unless an exemption applies.
After you notify us that you wish to cancel, you must return the goods within 14 days.
For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery, within 14 days after we receive the returned goods or evidence that you have sent them back. We may not refund any additional amount paid for express or premium delivery beyond the standard delivery cost.
To request a return or cancellation, please contact us using the details below. Your statutory cancellation rights are separate from and not limited by our 30-day guarantee.
Refunds
Once we receive and inspect an eligible return, we will refund the product purchase price and applicable taxes to the original payment method. If an item has substantial wear or damage beyond reasonable inspection, we will contact you about any legally permitted deduction before processing the refund. Your bank or payment provider may need additional time to post the refund.
This policy does not limit any rights you may have under applicable consumer protection laws, including rights relating to faulty, damaged, misdescribed, or undelivered goods.
Contact
To request a return, report an issue, or ask about a refund or exchange, please email shopnovari.support@gmail.com or use the contact details in our contact information policy.