Refund policy
We have a 7-day return policy, which means you have 7 calendar days after receiving your order to request a return.
To be eligible for a change-of-mind return, the product must be unused, unopened, in its original sealed packaging, with all labels intact and in resalable condition. You’ll also need the receipt or proof of purchase.
To start a return, contact us at hello@nurviagroups.com or call +91-8093591191.
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
If your return is accepted, we’ll provide instructions explaining how and where to send your package. For change-of-mind returns, the customer is responsible for trackable return shipping. Original delivery charges are non-refundable.
Items sent back without first requesting a return may not be accepted. Please retain the courier receipt and tracking number until the return is completed.
You can contact us with any return questions at hello@nurviagroups.com.
Damages and issues
Please inspect your order after delivery and contact us as soon as possible if the product is defective, damaged, leaking, expired, incomplete, incorrect or materially different from its description.
Reporting the issue within 48 hours helps us investigate it quickly, but this request does not limit any rights available under applicable law.
Please provide your order number and clear photographs or video showing 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.
Exceptions and non-returnable items
For hygiene and safety reasons, opened, used, tested or unsealed pet grooming and personal-care products cannot be returned for a change of mind.
This exclusion does not apply when a product is damaged, defective, expired, incorrect or materially different from its description.
A pet disliking a product’s fragrance or texture is not by itself considered a product defect. If your pet experiences irritation or an unexpected reaction, stop using the product, seek veterinary advice where appropriate, and contact us with the product and batch details.
Gift cards, if offered, cannot be returned or refunded except where required by applicable law. Please contact us if you have questions about whether a particular product is eligible for return.
Combos and grooming kits
For change-of-mind returns, the entire combo or grooming kit must be returned unused, unopened and in its original packaging.
If one product in a combo is damaged, defective, expired, incorrect or missing, we may replace or refund the affected product individually after verification.
Cancellations
You may request an order cancellation before dispatch. We will try to cancel the order where operationally possible.
Once an order has been dispatched, it will be handled according to the return conditions described in this policy.
Exchanges
Exchanges are subject to product availability. Once we receive and approve the returned product, we will arrange the eligible exchange.
If the requested replacement is unavailable, we may offer a suitable alternative or issue a refund, as applicable.
European Union 14-day cooling-off period
If merchandise is shipped into the European Union, applicable consumer law may give you the right to cancel or return the order within 14 days without providing a reason.
The product must be unused and in the same condition in which it was received, with its original packaging, seals and labels intact. You’ll also need the receipt or proof of purchase. Statutory exceptions may apply to opened or unsealed goods that are unsuitable for return for health-protection or hygiene reasons.
Refunds
We will notify you after receiving and inspecting your return and let you know whether the refund has been approved.
We aim to inspect returned products within 3 business days of receiving them.
If approved, refunds for prepaid orders will be initiated to the original payment method within 5–7 business days. Your bank, card issuer or payment provider may require an additional 5–10 business days to process and display the refund.
Approved Cash on Delivery refunds will be processed to a verified Indian bank account or UPI ID within 5–7 business days after we receive the required details. Nurvia Petcare will never ask for your ATM PIN, CVV, UPI PIN or account password.
If the expected processing period has passed after your refund was approved, contact us at hello@nurviagroups.com.
This policy does not limit the rights and remedies available under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or other applicable law.