Refund policy
Returns & Refund Policy
Last updated: 19 April 2026
At Petnora, we want you to feel confident when shopping with us. This policy explains your rights and responsibilities regarding returns, refunds, and cancellations.
1. Return Period
We offer a 14-day return policy, meaning you have 14 days from the date of delivery to request a return.
Returns requested after this period will not be accepted.
Please note that we do not offer free returns or prepaid return labels. If you change your mind, you are responsible for return shipping costs.
2. How to Start a Return
To request a return, contact us at:
hello@petnora.co.uk
Please include:
- Your order number
- Reason for return
Once approved, you will receive return instructions.
Returns sent without prior approval will not be accepted.
3. Return Address
Returns must be sent to:
NH Media AB
Mor Annies Väg 23
Kungsbacka, Sweden
4. Return Eligibility
To be eligible for a return, items must be:
- unused
- unwashed
- free from stains, pet hair, and odors
- in original condition
- with all tags and packaging intact
Proof of purchase is required.
5. Return Shipping Costs
Customers are responsible for return shipping costs unless:
- the item is defective
- the item was damaged during delivery
- the wrong item was received
We recommend using a tracked shipping service, as we are not responsible for lost returns.
6. Non-Returnable Items
The following items cannot be returned:
- used grooming or hygiene products
- personal care items
- customized or personalized items
- items not in original condition
- items returned after 14 days
7. Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If there is an issue, contact us within 48 hours at:
hello@petnora.co.uk
Include:
- order number
- description
- clear photos
We will offer:
- a replacement, or
- a full refund (including shipping costs)
8. Uncollected Packages
If a package is not collected and returned to us, a fee of £7 will be charged to cover administrative and carrier handling costs.
9. Refund Process
Once your return is received and inspected:
- Refunds are processed within 14 days
- Refunds are issued to your original payment method
Please note that banks or payment providers may take additional time.
10. Refund Requests Without Return
Refunds without returning the product are generally not accepted.
In exceptional cases, we may offer a partial refund of up to 50% at our discretion.
11. Delivered but Not Received
If tracking shows the order was delivered but not received due to incorrect address information, we may offer a replacement.
A handling and reshipping fee of £6 may apply.
12. Order Cancellations
Orders can be cancelled within 24 hours of purchase, provided they have not been processed.
After this time, cancellation may not be possible.
13. Limitation of Liability
Petnora is not responsible for delays or errors caused by circumstances outside our control, including:
- shipping delays
- supplier issues
- external disruptions
We are not liable for indirect or consequential losses related to product use, to the extent permitted by law.
14. Contact Information
NH Media AB
Mor Annies Väg 23, Kungsbacka, Sweden
Email: hello@petnora.co.uk
Phone: +46 70 389 79 55