Returns, Exchanges & Refundsc

Shop NAXPELORA™ With Confidence

At NAXPELORA™, operated by Ruff Wear, Inc., we want you to feel comfortable with every purchase.

If something is not quite right with your order, this policy explains how eligible returns, exchanges, damaged-item claims, and refunds are handled.

30-Day Return Period

Eligible products may be returned within 30 days after delivery.

To help us approve and process your return, the merchandise should meet the following conditions:

Unworn and unused
Free from pet hair, stains, odors, or visible signs of wear
In the same condition in which it was received
Original tags should remain attached when applicable
Original packaging should be included whenever possible
A receipt, order confirmation, or other proof of purchase is required

Items that have been worn, washed, altered, damaged after delivery, or otherwise cannot be resold may not qualify for return.

Starting a Return Request

Please contact our customer care team before sending anything back.

Return Support:
service@naxpelo.com

When contacting us, please include:

Your order number
The item you would like to return
Your reason for the return
Photos, if the request involves damage or an incorrect item

Once your request has been reviewed and approved, we will provide the applicable return instructions and return destination.

Where a prepaid return label is applicable, details will be included with your authorization.

Please Do Not Send Unapproved Returns

Packages mailed without prior return authorization may not be identifiable or eligible for processing.

Always contact us first before shipping merchandise back.

Damaged, Defective or Incorrect Orders

We recommend checking your package shortly after delivery.

If you receive:

A damaged product
A defective item
The wrong style or product
An incorrect quantity

please contact service@naxpelo.com as soon as possible.

Include your order details and clear photos showing the issue whenever applicable.

Our team will review the situation and determine an appropriate solution, which may include a replacement, refund, or other resolution.

Items That May Not Be Eligible for Return

For hygiene, safety, personalization, or final-sale reasons, some merchandise may be excluded from standard returns.

Examples may include:

Used or Worn Pet Apparel
Clothing showing pet hair, stains, odors, washing, alteration, or significant wear may not be accepted.

Customized Items
Products created or personalized specifically for an individual customer may be final sale unless defective.

Gift Cards
Gift cards are generally non-returnable.

Final Sale Merchandise
Products specifically identified as final sale at the time of purchase may not qualify for return.

If you are uncertain whether your purchase can be returned, contact our support team before sending it back.

Need a Different Size or Style?

For the quickest exchange experience, we generally recommend:

Requesting a return for the original eligible item.
Placing a separate order for the preferred size, color, or style.

This allows the replacement item to be ordered without waiting for the original return to complete processing.

Availability of replacement products cannot be guaranteed.

European Union Orders

Customers purchasing from certain European Union countries may have statutory cancellation or withdrawal rights under applicable consumer law.

Where applicable, eligible consumers may have 14 days to exercise a withdrawal right without providing a reason.

Returned merchandise must generally remain in an acceptable condition and include relevant purchase documentation.

Any statutory rights available to you apply independently of additional benefits provided under the NAXPELORA™ return policy.

Refund Processing

Once an approved return arrives and is inspected, we will review its condition and notify you regarding the refund outcome.

If approved:

The refund will generally be issued to the original payment method
Processing may take up to 10 business days after approval
Your bank, credit card issuer, PayPal, or other payment provider may require additional time before the funds appear in your account

Original transaction processing times are controlled partly by the applicable financial institution.

If more than 15 business days have passed after you were informed that your refund was approved, please contact:

service@naxpelo.com

Please include your order number so we can investigate the status more efficiently.

Return Shipping Instructions

Do not send products to an address found on packaging, invoices, websites, or other materials unless that address has been specifically confirmed for your return.

An approved return request is required before merchandise is sent back.

After authorization, our support team will provide the correct shipping instructions and, where applicable, information regarding a return label.

Return Authorization Contact:
service@naxpelo.com