Refund policy

We have a 7-day return request window. This means you have 7 calendar days after receiving your item to contact us about a return.

To be eligible for a return, your item must be unused, clean, in the same condition that you received it, and in its original packaging. You'll also need your order number or proof of purchase.

To start a return, contact us at support@itnapspets.com. If your return is approved, we'll send instructions and the return address. Items sent back without first requesting a return will not be accepted.

Return shipping costs are the customer's responsibility unless the issue was caused by our error or a confirmed product defect.

Damages and issues

Please inspect your order when it arrives. If the item is defective, damaged, or if you receive the wrong item, contact us at support@itnapspets.com with your order number and clear photos of the packaging and item so we can review the issue.

Non-returnable items

We do not accept returns on gift cards, used items, washed items, heavily scratched or chewed items, items damaged by incorrect cleaning, accidental damage, rough handling, misuse, or customer modifications.

Sale-priced items are not automatically final sale unless they are clearly marked as Final Sale.

Exchanges

The fastest way to get a different item is to return the item you have first. Once the return is approved, you can place a new order separately.

European Union 14-day cooling off period

If your order is shipped into the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without justification. The item must still be unused, clean, in the same condition that you received it, and in its original packaging.

Refunds

We'll notify you once we've received and inspected your return. If approved, your refund will be issued to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.