Refund & Guarantee
REFUND & GUARANTEE POLICY
Quick summary
- Product arrived damaged or faulty: full refund or free replacement, no return needed.
- Changed your mind, product unused: full refund within 14 days (EU right of withdrawal).
- Your cat tried it but won't use it: store credit for the full amount within 30 days, keep the product.
- To start any of these, email info@nordipaw.com. We respond within 24 hours.
At Nordi Paw we stand behind every product we sell. You have two protections on every order: your legal 14-day right of withdrawal under EU law, and our own 30-day Nordi Paw Guarantee on top of it. Use whichever fits your situation.
1. LEGAL RIGHT OF WITHDRAWAL (14 DAYS)
Under EU consumer law (Directive 2011/83/EU) you can withdraw from your purchase within 14 days of receiving your order, for any reason.
Conditions:
- Item unused and in original condition
- Original packaging included
- Order number as proof of purchase
For hygiene and safety reasons we cannot accept returns of products worn by your pet or showing visible signs of use. Products tried on but unused remain eligible.
Return shipping is paid by the customer, unless the item arrived faulty or was shipped incorrectly, in which case we cover it.
How to start: email info@nordipaw.com with your order number, full name and reason for return. We reply within 24 hours with return instructions and the return address. Please contact us before shipping anything back.
Refund timing: refunds go to your original payment method within 14 days of us receiving your withdrawal notice. We may wait until the returned item arrives, or until you provide proof of return shipment, whichever comes first.
2. THE NORDI PAW GUARANTEE (30 DAYS)
Buying for a cat is different from buying for yourself. Your cat decides whether a product works, not you. So on top of your legal rights, we back every order with a 30-day guarantee.
If your cat doesn't take to the product within 30 days of delivery, email info@nordipaw.com with a short note about what happened. We'll issue store credit for the full purchase amount, valid 12 months on anything in our store.
No return needed. Keep the product, pass it to a friend, or donate it to a local shelter.
This guarantee applies when the product works but doesn't suit your cat. If the product itself is faulty, see the next section instead, that route gives you a full refund rather than store credit.
3. DAMAGED OR FAULTY PRODUCTS
If your product arrives damaged, or develops a fault in normal use, email info@nordipaw.com with a photo. We'll send a free replacement or issue a full refund to your original payment method, your choice. No return needed.
Beyond that, your statutory 2-year warranty under EU law (Directive 2019/771/EU) still applies. If a fault appears later within that period, contact us and we'll assess the claim under your statutory warranty.
WHICH ONE APPLIES TO ME?
Full refund to your card:
- Product arrived damaged or faulty, or
- You changed your mind within 14 days and the product is unused in original packaging
Store credit for the full amount:
- Your cat has tried the product but won't use it, or
- More than 14 days have passed, or the product has been used or unpacked
MODEL WITHDRAWAL FORM (EU CUSTOMERS)
Using this form is optional. An email stating your intent is equally valid.
To: Nordi Paw, info@nordipaw.com
I/We hereby give notice that I/we withdraw from my/our contract for the sale of the following goods:
Order number:
Ordered on:
Received on:
Name of consumer:
Address of consumer:
Date:
Signature (paper form only):
QUESTIONS?
Email info@nordipaw.com. We respond within 24 hours on business days (Monday to Friday, excluding public holidays).