Nature Pet Store — Returns & Refunds Policy
Last updated: November 2025
At Nature Pet Store, we believe pets deserve products that support their health and happiness. If something doesn’t work out, if your pet refuses a supplement, or if you simply change your mind, we are here to help. Our 180-day return window and satisfaction guarantee reflect our commitment to your pet’s well-being and your peace of mind.
Return Window
You may request a return or refund within 180 days of the purchase date for any item purchased directly from naturepetstore.com.
This policy applies to Nature Pet Store orders only. Purchases made through other online retailers or local stores must follow that retailer’s return policy.
What You Can Return
Unopened Products
Unopened products may be returned if they are in resalable condition with original packaging intact. A 25% restocking fee applies to standard unopened product returns.
Customers are responsible for return shipping costs unless Nature Pet Store requests the return for quality review.
Opened Products (Satisfaction Guarantee)
If your pet refuses a supplement despite following directions or if the product does not meet expectations, your purchase is covered by our Satisfaction Guarantee.
In most cases, we refund opened products under this guarantee with no return required.
If we need the product returned for quality review, we provide a prepaid shipping label at no cost. Restocking fees do not apply to satisfaction guarantee refunds.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us right away. Email customerservice@naturepetstore.com with photos of the product and packaging. At least one photo must show the lot number and expiry found on the bottle or unit box.
Once reviewed, we will arrange a replacement or refund. You do not need to return damaged or incorrect items unless specifically requested for quality assessment. If a return is requested, we provide a prepaid label at no cost.
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Giveaways and prizes
- Clearance or final sale items
- Products opened after the 180-day window
- Items returned without authorization
How to Request a Return or Refund
Email customerservice@naturepetstore.com with:
- Your order number
- The product name(s)
- A brief explanation of the reason for return
- Photos if the product is opened, damaged, defective, or incorrect
Our customer service team responds within 1 to 2 business days (Monday to Friday) with next steps.
To return an unopened item, please email us before shipping it back. Unapproved returns may not be eligible for a refund.
Shipping Costs
Return Shipping
- Customers pay return shipping for standard unopened returns.
- A prepaid return label can be provided upon request. The label cost is deducted from the refund.
- If Nature Pet Store requests a return for quality review, a prepaid label is provided at no cost.
Original Shipping
Original shipping charges are non-refundable unless the return is due to our error, such as a damaged, defective, or incorrect product.
Refunds
Refunds are issued to the original payment method once the return is approved or once your satisfaction guarantee request is confirmed.
Refund timing:
- Nature Pet Store processes refunds within 3 to 5 business days
- Banks and payment processors may take 3 to 10 additional business days to post the credit
If 15 business days have passed since your refund was approved and it has not appeared, contact customerservice@naturepetstore.com.
Restocking Fees
A 25% restocking fee applies only to standard unopened returns. This fee does not apply to satisfaction guarantee refunds or returns involving damaged, defective, or incorrect products.
Fair-Use Policy
Nature Pet Store may limit or decline returns in cases of excessive or abusive return activity. Examples include repeated claims of non-delivery, frequent returns without evidence of issues, or patterns suggesting misuse of the satisfaction guarantee.
Cancellations
Orders are prepared for shipping as quickly as possible. If you need to cancel your order, email customerservice@naturepetstore.com as soon as you can.
If the order has already shipped, it cannot be cancelled and must follow the return process outlined in this policy.
Contact Us
For all return or refund questions, please email: customerservice@naturepetstore.com
Customer Service Hours: Monday to Friday, 9 AM to 5 PM PST/PDT
Est. Response Time: 1 to 2 business days
Frequently Asked Questions
1. What if my pet has an allergic reaction?
Discontinue use immediately and contact customerservice@naturepetstore.com.
Allergic reactions are fully covered by our satisfaction guarantee. We will issue a refund and may request details for quality review.
2. Can I exchange a product?
We do not process direct exchanges. Please request a return of the originally purchased product and place a new order for the product you want.
3. Do I need the original packaging?
- Unopened returns must be in original packaging and resalable condition.
- For opened items covered by the satisfaction guarantee, packaging is not required. Please include a photo showing the lot number and expiry.
- For damaged or incorrect items, photos showing the lot number and expiry help us resolve the issue quickly.
4. How do I know my return is approved?
We send an email confirmation once your request has been reviewed. Instructions for next steps are included in that message.
5. What if my returned package is lost in transit?
We recommend using a trackable shipping method. Nature Pet Store is not responsible for return shipments lost without proof of delivery.
Read Our Privacy Policy