Last updated: October 8, 2026
This Return & Refund Policy applies to purchases made through nurviapetcare.com.
1. Return request window
You may request a return within 7 calendar days of delivery. Contact us before sending any product back. Items returned without prior approval may not be accepted.
2. Change-of-mind returns
For a change-of-mind return, the product must be unused, unopened, in its original sealed packaging, with labels intact, accompanied by proof of purchase, and in resalable condition. The customer is responsible for trackable return shipping. Original delivery charges are not refundable.
3. Damaged, leaking, defective, expired, incomplete, incorrect or misdescribed products
Please contact us as soon as possible if an order arrives damaged, leaking, defective, expired, incomplete, incorrect or materially different from its description. Reporting the issue within 48 hours helps us investigate quickly, but this request does not limit rights available under applicable law.
Please share your order number and clear photographs or video of the product, batch details, shipping label and packaging. After verification, we will offer an appropriate replacement, exchange or refund. Nurvia Petcare will bear reasonable return shipping costs when the supplied product is confirmed to have one of these issues.
4. Hygiene and safety exclusions
For hygiene and safety reasons, opened, used, tested or unsealed grooming and pet-care products cannot be returned for change of mind. This exclusion does not apply when a product is defective, damaged, expired, incorrect or misdescribed.
A pet disliking a fragrance or texture is not by itself a product defect. If irritation or an unexpected reaction occurs, stop using the product, seek veterinary advice where appropriate, and contact us with the product and batch details.
5. Combo and kit returns
For change-of-mind returns, the complete combo or kit must be returned unused, unopened and in its original packaging. If one item in a combo is damaged, defective, expired, incorrect or missing, we may remedy that item individually after verification.
6. Order cancellations
You may request cancellation before dispatch. We will try to cancel the order where operationally possible. Once dispatched, the order is handled under the return conditions in this policy.
7. How to request a return or refund
To start a return, contact us at hello@nurviagroups.com or call +91-8093591191.
Include:
- Your order number and contact details
- The reason for the request
- Photographs or video where relevant
- Your preferred resolution: replacement, exchange or refund
Approved returns must be sent to:
Nurvia Consumer Ventures Pvt Ltd
Kh.no.401 Second Floor, Vill. Ghitorni, Gadaipur, South West Delhi
New Delhi, Delhi 110030
India
If a return is approved, we will provide return instructions. Please use secure packaging and retain the courier receipt and tracking number.
8. Inspection and approval
We aim to inspect returned products within 3 business days of receiving them. We will notify you whether the return has been approved and what remedy will be provided.
9. Refund timing
Approved refunds for prepaid orders are initiated to the original payment method within 5–7 business days. Banks and payment providers may require an additional 5–10 business days to reflect the amount.
Approved Cash on Delivery refunds are processed to a verified Indian bank account or UPI ID within 5–7 business days after we receive the required details. We will never ask for your PIN, CVV, UPI PIN or password.
10. Replacements and exchanges
Replacements and exchanges are subject to stock availability. If the requested product is unavailable, we will offer a suitable alternative or refund, as applicable.
11. Missing or delayed deliveries
Contact us promptly if an order is marked delivered but has not been received, or if delivery is materially delayed. We will investigate with the delivery partner and provide an appropriate remedy based on the circumstances, applicable law and any force-majeure exception.
12. Your consumer rights
This policy does not restrict any rights or remedies available under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or other applicable Indian law.
13. Customer support and grievance contact
Nurvia Consumer Ventures Pvt Ltd
Kh.no.401 Second Floor, Vill. Ghitorni, Gadaipur, South West Delhi
New Delhi, Delhi 110030
India
Email: hello@nurviagroups.com
Phone: +91-8093591191
We acknowledge complaints within 48 hours and aim to resolve them within one month of receipt.