Refund policy
Dear Customer,
At nappetshop, we want every purchase to feel considered, calm, and reassuring — for you and your furry companions. Please find our simple returns guide below.
ORDER CANCELLATION
You may cancel your order for a full refund at any time before it is dispatched.
Once shipped, cancellations are no longer possible.
14-DAY RETURNS & EXCHANGES
For health and safety reasons, we cannot accept returns of used items.
If you need to return an item, please contact us first rather than refusing the delivery.
1. Exchanges
If the size or style isn’t quite right, we’re happy to help with an exchange within 14 days of delivery. Exchanges are subject to stock availability.
For pet clothing items, we only accept returns or exchanges if the item is unused, unworn, and returned with the original tags attached.
For non-faulty items, customers are responsible for return shipping. Once we receive the item in its original condition, we will dispatch the replacement as soon as possible.
2. A Note on Clothing Items
For hygiene reasons, clothing items cannot be returned or exchanged once tried on.
We kindly ask customers to refer carefully to the size guide provided on each product page before placing an order.
If you believe the sizing guidance differs significantly from the actual measurements of the item received, please contact us at hello@nappetshop.com within 14 days of delivery. We will review the issue and advise on the next steps at our discretion.
3. Return Conditions:
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Items must be unused, undamaged, and returned in the original packaging with all accessories and original tags attached.
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For non-faulty returns, you are responsible for return shipping costs. Refunds will exclude original delivery charges.
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Non-returnable items: Used goods, personalised/custom orders, and clearance sale items.
HOW TO RETURN AN ITEM
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Submit Your Request
You can request a return or exchange within 14 days of delivery using either of the following options:
- Submit your request through our Returns & Exchanges Portal and follow the on-screen instructions.
- Email hello@nappetshop.com with your order details and clear photos or videos of the item.
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Receive Return Instructions
- For international orders outside of Singapore, items are usually sent to our receiving point in Singapore. For certain orders, we may ask customers to return items directly to our warehouse in China.
- We are currently working to expand local return options across more regions to make the process as smooth as possible.
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Send the Item
- Faulty/Incorrect Items: We will cover return postage and arrange a replacement or refund.
- Change of Mind: You are responsible for return shipping. -
Refund or Exchange
Once your return or exchange is approved, refunds will be processed within 5–7 business days. Replacement items will be dispatched once the returned item has been received and inspected.
ISSUES WITH YOUR ORDER
If there’s an issue with your order — including a faulty item, an incorrect item, parcel damage, or loss during transit — please contact us at hello@nappetshop.com as soon as possible so we can assist.
For faulty or incorrect items, we will review the issue and arrange the appropriate next steps, which may include a replacement or refund.
If a parcel is lost in transit, we may require the customer’s cooperation in submitting a claim with the courier, including providing relevant information or documentation where needed.
Please note that once a parcel is marked as delivered by the courier, nappetshop cannot be held responsible for loss or theft that occurs after delivery.
A FEW THINGS TO NOTE
- Please pack returned items securely to avoid damage during transit.
- Custom and clearance items are final sale.
- nappetshop reserves the right to update this policy when necessary.
CONTACT:
hello@nappetshop.com
Last updated: 08/01/2026
We hope every moment with your furry companions is filled with comfort and joy.
