Refund policy
🔁 Return & Refund Policy
At NJOY Pet Co., we proudly stand by the quality of our products. Our refund and replacement policy is based strictly on what is supported by our fulfillment partners. Please read the following terms carefully before placing an order.
📦 Damaged or Defective Items
If your item arrives damaged or with a manufacturing defect, we will offer a full refund or replacement.
To qualify:
- Contact us within 30 days of delivery
- Provide clear photo or video evidence of the damage
- No return is required in most cases
📭 Incorrect or Missing Items
If the item received is not what you ordered, or part of your order is missing:
- Contact us within 30 days of delivery
- Include photo/video proof and your order number
- We will issue a replacement or refund once validated
🚚 Delayed or Lost Orders
If your order has not arrived and tracking shows no progress:
- We will refund or resend if the order is undelivered after 60 days (or 45 days for U.S. orders)
- For Brazil, this window is 110 days
📦 Delivered but Not Received
If your tracking shows the package was delivered, but you did not receive it, we require an official non-delivery certificate from your local post office to process a claim. Without this document, we cannot offer a refund or replacement.
🚫 What Is Not Covered
- Change of mind
- Incorrect size, color, or design selected during checkout
- Packages returned to sender due to incorrect or incomplete address
- Claims submitted after the 30-day window
🚫 Order Cancellations
Orders can only be cancelled if they have not yet entered processing. Once production or fulfillment begins, cancellations are no longer possible.
🛡️ Warranty
Certain products include a 12‑month warranty, clearly indicated by the warranty badge on the product page.
What the warranty covers
- Defects in materials or workmanship
- Faulty parts or failure under normal household use within 12 months of delivery
What the warranty does not cover
- Normal wear and tear
- Accidental damage, misuse, neglect, or abnormal use
- Improper assembly, modification, or installation not per instructions
- Lack of reasonable care or maintenance (e.g., fabrics, timber, leather)
- External packaging damage only
How to make a warranty claim
- Email support@njoypetco.com with your order number and a description of the issue.
- Attach clear photos/videos showing the defect and the affected part.
- Do not dispose of the product until we confirm the outcome. We may require inspection.
Remedies
- Replacement part or simple repair guidance (if practical)
- Full product replacement (subject to stock)
- Alternative product, partial refund, or full refund (at our discretion)
Notes: Warranty applies only to items marked with the 12‑month warranty badge and to the original purchaser. This warranty is in addition to your rights under the Australian Consumer Law.
📨 Need Help?
To report an issue, contact us at support@njoypetco.com within the applicable timeframe. Be sure to include your order number and relevant photos or videos. We aim to respond within 1–2 business days.
By placing an order, you agree to the terms outlined in this policy.