Refund policy

REFUND, REPLACEMENT & RETURNS POLICY

Last updated: November 4, 2026

We want your personalized product to arrive as ordered and in good condition. This policy explains when a refund, replacement, or return may be available.

1. REPORTING AN ORDER ISSUE

Please contact support@nuzzleparcel.com within 30 days after the carrier’s tracking status shows delivered. Include:

  • your order number;
  • the email address used at checkout;
  • a description of the issue;
  • a photograph of the full product;
  • a close-up photograph clearly showing the issue; and
  • photographs of the packaging and shipping label if the parcel or product was damaged.

Keep the product and packaging until we complete our review. We may request additional information reasonably necessary to verify the claim.

2. ISSUES ELIGIBLE FOR REVIEW

We will review a request where:

  • the product arrived damaged or defective;
  • the product does not function as described;
  • the product, size, color, or design is different from the order confirmation;
  • the personalization was produced differently from the information submitted and confirmed in the order;
  • the item is materially misprinted;
  • an item or component is missing;
  • the product is materially different from the website description; or
  • the package is confirmed lost or undelivered and the shipping address supplied at checkout was complete and accurate.

3. AVAILABLE SOLUTIONS

If a claim is approved, we will make the affected item again free of charge or give you a full refund for it. Photos are normally all we need, and you will not need to send the item back. If you would rather keep an item with a minor issue, we can offer a partial refund instead.

You may choose between a remake and a refund where required by applicable law. Otherwise, the remedy will depend on the nature of the issue, product, production status, and availability.

Important: Our registered business address is not a return address. Unless we specifically authorize a return in writing, do not send a product to our registered address, the address shown on the shipping label, or any other address associated with Nuzzle Parcel. Those addresses may belong to an office, carrier, or fulfillment facility and may not be able to receive or process returns.

4. PERSONALIZED PRODUCTS AND CHANGE OF MIND

Most Nuzzle Parcel products are made to your specifications or clearly personalized. Except where applicable law provides otherwise, we do not accept a return, exchange, cancellation, or refund solely because:

  • you changed your mind;
  • you no longer want the product;
  • you do not like a correctly produced design or color;
  • you submitted an incorrect name, photograph, date, message, address, or other personalization detail;
  • you selected the wrong size, product, color, quantity, or option; or
  • the recipient refused or failed to collect the parcel.

Contact us as soon as possible if you notice a mistake. Changes to names and other personalization details are free within 24 hours of ordering. After that, if production has not begun, we will try to help under our Cancellation and Modification Policy, but changes are not guaranteed until confirmed.

5. OTHER ISSUES NOT COVERED

We generally cannot approve a refund or replacement for:

  • requests submitted after the reporting period;
  • damage caused by misuse, accident, improper care, washing, alteration, or normal wear;
  • products that have been worn, washed, used, altered, or damaged after delivery, unless the issue is a latent manufacturing defect;
  • minor differences in color, positioning, texture, cropping, or dimensions within the tolerances described on the product page;
  • delays caused by customs, an incorrect address, recipient unavailability, or events outside reasonable control, unless applicable law requires a remedy; or
  • duplicate claims or abuse of the policy.

6. LOST, DELAYED, OR MARKED-DELIVERED PACKAGES

Estimated delivery dates are not guarantees unless expressly stated. A delayed package is not automatically considered lost.

If tracking has not updated for 7 business days, or the package is more than 10 business days beyond the estimated delivery range, contact us so we can investigate with the carrier.

If tracking shows delivered, first check the mailbox, safe locations, household members, neighbors, reception, and the local carrier. If the package remains missing, contact us within 7 days of the delivery scan.

7. RETURN AUTHORIZATION

You do not need to return an item for an approved claim under Section 3. If a return is required in another situation, we will provide written authorization and the correct return instructions. A returned product must be sent only to the specific return address provided by Customer Support, not our registered business address and not the package’s ship-from address.

We will explain who is responsible for return shipping before the return is sent. Where the product is defective, damaged, incorrect, or misdescribed, we will cover reasonable return costs where required by law.

Unauthorized returns, including parcels sent to our registered business address, may be refused, returned to sender, lost, or untraceable and may not qualify for a refund. Please wait for written return instructions before sending anything.

8. REFUND PROCESSING

Approved refunds are issued to the original payment method within 5 business days after approval or, where a return is required, after the returned product is received and inspected.

Banks and payment providers may require an additional 5–10 business days to post the refund. Original shipping charges will be refunded where required by law or where the entire order was defective, incorrect, or not delivered. Expedited-shipping charges may not be refundable where the expedited service was performed.

9. EU, EEA, AND UK CUSTOMERS

Where applicable, consumers may have a statutory right to withdraw from eligible purchases within a specified period. Goods made to the consumer’s specifications or clearly personalized may be excluded from change-of-mind withdrawal rights.

This personalized-goods exception does not affect rights relating to products that are defective, damaged, incorrect, or not as described, and it does not limit any other right that cannot legally be excluded.

10. CONTACT

Email: support@nuzzleparcel.com

Support form: https://nuzzleparcel.com/pages/contact

During periods of high inquiry volume, responses may take longer. We review and respond to messages in the order received and will work through every inquiry. Thank you for your patience and understanding.