Refund policy

At ABL Nexus Pets, your satisfaction matters to us. If you are not completely happy with your purchase, please review our return and refund policy below.

1.1 Return Eligibility

You may request a return within 30 days of receiving your order, provided that:

•        The item is unused and in its original condition

•        The item is in its original packaging with all accessories included

•        You have proof of purchase (order confirmation or receipt)

•        The item was not marked as a final sale or non-returnable at time of purchase

 

Please note: For hygiene reasons, items such as pet bowls, mats, and feeders that have been used with food or water cannot be returned unless they are faulty or damaged.

1.2 Non-Returnable Items

The following items are not eligible for return:

•        Items returned more than 30 days after delivery

•        Items that have been used, washed, or show signs of wear

•        Items damaged due to misuse or improper handling

•        Gift cards or promotional vouchers

1.3 Faulty or Damaged Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of receipt. We will arrange a full replacement or refund at no additional cost to you. Please include a photo of the damaged item in your message to help us resolve the issue quickly.

1.4 How to Initiate a Return

To start a return, please:

•        Email us at ablnexuspets@outlook.com with your order number and reason for return

•        Wait for our team to provide you with a return authorisation and instructions

•        Package the item securely and send it to the address provided

 

Please do not send items back without first contacting us, as unauthorised returns may not be processed.

1.5 Return Shipping Costs

If the return is due to a fault on our part (damaged, defective, or incorrect item), we will cover the return shipping costs. If you are returning an item for any other reason (e.g., change of mind), return shipping costs are the customer's responsibility.

1.6 Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds will be processed within 5–10 business days back to your original payment method. Please allow additional time for your bank or payment provider to post the refund.

 

We reserve the right to issue a partial refund if the returned item shows signs of use or is not in its original condition.

1.7 Cancellations

Orders can be cancelled free of charge within 24 hours of being placed, provided the order has not yet been dispatched. Please contact us as soon as possible if you wish to cancel. If the order has already shipped, our standard return policy will apply