Refund policy

Last updated: 29-09-26

The Nuzzlure 30-Day Guarantee

We know how hard it is to watch your dog struggle, and how many products promise help and don't deliver. So we keep this simple:

Try Nuzzlure with your dog for up to 30 days. If it doesn't help your dog move easier, send it back for free and we'll refund your purchase in full.

Guarantee Terms

To be eligible for a refund under the Nuzzlure 30-Day Guarantee:

  1. 30-day window. Your request must be submitted within 30 days of confirmed delivery, as shown by carrier tracking.
  2. Return the product. The device must be returned with its strap and charging cable. It doesn't need to be unused, since we want you to actually try it with your dog.
  3. Proof of purchase. Please include your order number or the email address used at checkout.
  4. Purchased from us. The guarantee only covers orders placed directly at nuzzlure.com.

How to Request a Refund

  1. Email support@nuzzlure.com with the subject line "Refund request", your order number, and a short note about your experience.
  2. We'll reply within 1 business day with a free prepaid return shipping label.
  3. Ship the product back within 14 days of receiving the label.
  4. Once the carrier confirms your return is on its way, we'll process your refund.

Returns are completely free: you won't pay anything to send the product back.

Bundle Orders

For multi-unit orders, you can return all or some of the units. Your refund will cover every unit you send back, based on the price you actually paid per unit.

Damaged, Defective or Incorrect Items

Please check your order when it arrives. If your Nuzzlure arrives damaged, doesn't work, or isn't what you ordered, contact us within 7 days of delivery at support@nuzzlure.com with:

  • Your order number
  • A photo or short video showing the issue

We'll send a free replacement or a full refund, your choice. We cover all shipping costs for these cases.

12-Month Warranty

Beyond the 30-day guarantee, every Nuzzlure is covered by a 12-month warranty against manufacturing defects, starting from the delivery date. If your device stops working under normal use, email us with your order number and a description of the issue (a photo or video helps), and we'll send you a free replacement.

The warranty does not cover damage caused by misuse, accidents, liquid damage, modifications or normal wear and tear.

Orders Not Received

  • Marked as delivered but not received: contact us within 14 days of the marked delivery date. We'll investigate with the carrier and, if non-delivery is confirmed or the investigation is inconclusive, send a replacement or issue a refund.
  • Lost in transit: if tracking shows no update for 10 business days, contact us and we'll reship your order or refund you in full.

Refund Processing

  • Refunds are issued to the original payment method.
  • Refunds are processed within 5 business days after your return is confirmed on its way.
  • Your bank or card provider may take an additional 5–10 business days to show the refund on your statement.
  • If more than 15 business days have passed and you haven't received it, email us and we'll look into it.

Discounted Orders

Refunds are based on the amount you actually paid, after any discounts or bundle pricing.

Order Cancellations

You can cancel your order free of charge within 2 hours of purchase, as long as it hasn't shipped yet. Email support@nuzzlure.com as soon as possible with your order number.

Chargebacks & Disputes

Please contact us before opening a dispute with your bank or card provider. We'll always try to resolve issues quickly and fairly. Opening a chargeback while a refund is being processed may delay your refund.

Fraud & Abuse

We reserve the right to deny or limit refund requests we reasonably believe are fraudulent or made in bad faith, including multiple claims from the same person using different accounts, emails, addresses or payment methods.

European Union Customers

If your order is delivered to a country in the European Union, you also have the legal right to withdraw from your purchase within 14 days of delivery without giving a reason, under EU Directive 2011/83/EU. This right is in addition to the Nuzzlure 30-Day Guarantee, and the same free return label applies. Refunds are issued within 14 days of us receiving the returned item or proof of its return shipment.

Your Legal Rights

Nothing in this policy limits any rights you have under the consumer protection laws of your country or state of residence.

Changes to This Policy

We may update this policy from time to time. Changes will be posted on this page with an updated date.

Contact

Email: support@nuzzlure.com
Response time: within 1 business day