Refund Policy
Last updated: June 2025
Our Commitment
At Norvyn, we stand behind every product we sell. If your pet cooling mat does not meet your expectations for any reason, we want to make it right. Our standard return window is 90 days from the date of delivery, and qualifying refunds are issued within five business days of receiving your return.
Some products carry additional product-specific guarantees that extend or supplement this policy. Please check the individual product page for details. Those guarantees do not replace the rights described here.
90-Day Return Window
You may request a return within 90 days of the delivery date shown in your shipping confirmation. Returns requested after 90 days from delivery are not eligible unless a separate product-page guarantee applies.
Eligible Item Condition
To qualify for a full refund, items must be returned in the following condition:
- The product is free of excessive pet hair, soiling, odors, or damage caused by misuse.
- The original packaging is included if still available (not required, but preferred).
- The item is complete (all included accessories, inserts, or components are present).
Items showing signs of heavy wear consistent with months of regular use may be subject to a partial refund at our discretion. We do not accept returns for items damaged due to improper care, exposure to sharp objects, or use outside the intended purpose. If you are unsure whether your item qualifies, please contact us before shipping it back.
Non-Returnable Items
- Items marked "Final Sale" or "Non-Returnable" on the product page.
- Gift cards or store credit.
- Items returned more than 90 days after delivery (unless a product-specific guarantee applies).
How to Start a Return
To initiate a return, please email us at support@norvyn.com with the following information:
- Your order number (found in your confirmation email).
- The item(s) you wish to return.
- A brief description of the reason for the return.
- One or two photos if the item arrived damaged or defective.
Our team will respond within one to two business days with return instructions, including the return shipping address. Please do not ship items back before receiving written authorization from us, as unauthorized returns may cause processing delays.
Return Shipping Costs
If the return is due to a defect, shipping error, or damage caused in transit, Norvyn will cover return shipping costs. For returns based on preference or change of mind, the customer is responsible for return shipping. We recommend using a trackable shipping method, as we cannot be responsible for returns lost in transit.
Refund Processing
Once we receive and inspect your return, we will notify you by email. Approved refunds are issued to your original payment method within five business days of receipt. Depending on your bank or card issuer, the refund may take an additional three to ten business days to appear on your statement.
If your return is not approved (for example, the item does not meet eligibility criteria), we will contact you to discuss options, which may include a partial refund or return of the item to you at your expense.
Exchanges
We do not currently offer direct exchanges. If you need a different size or color, please return the original item following the process above and place a new order on our Site. This ensures the fastest processing time for you.
Damaged or Defective Items
If your order arrives damaged or if you receive the wrong item, please contact us at support@norvyn.com within seven days of delivery. Include your order number and photos of the damage or incorrect item. We will send a replacement or issue a full refund at no cost to you, including return shipping.
Contact Us
If you have any questions about returns or refunds, please reach out to us:
Email: support@norvyn.com
We typically respond within one to two business days.