Shipping & Returns

This Shipping & Returns Policy explains how we process, ship, and handle returns for orders placed on our website.

Nobiio is a trading brand of NOBIPAW LTD.

If you have any questions about shipping or returns, please contact us using the details set out at the end of this page.

SHIPPING

We aim to process and dispatch orders within the timeframe stated on our website or at checkout.

Delivery times are estimates only and are not guaranteed. Delays may occasionally occur due to circumstances outside our reasonable control, including courier delays, customs processing, severe weather, public holidays, or other transport and logistics disruptions.

It is your responsibility to provide accurate shipping and contact information when placing an order. We are not responsible for failed delivery, delays, or additional costs caused by incorrect or incomplete information provided by you.

If an order is returned to us due to an incorrect address, failed delivery attempts, or refusal of delivery, we may contact you to arrange re-delivery. Additional shipping charges may apply.

ORDER PROCESSING

Orders are usually processed after payment has been successfully received and approved.

Please note that placing an order does not guarantee immediate dispatch. During busy periods, launches, promotions, holidays, or exceptional circumstances, processing times may be longer than usual.

If we are unable to fulfil your order, we will contact you using the details provided at checkout.

DELIVERY

We aim to deliver to the shipping destinations shown on our website at checkout.

Shipping costs, estimated delivery times, and available delivery options will normally be displayed at checkout or otherwise stated on our website before you complete your purchase.

We are not responsible for delays caused by events outside our reasonable control once an order has been dispatched.

RETURNS

If you are a consumer purchasing online, you generally have the right to cancel your order within 14 days after the day you receive the goods, without giving a reason.

To exercise this right, you must clearly inform us of your decision to cancel within that period by contacting us at hello@nobipawuk.com .

After telling us that you wish to cancel, you generally have a further 14 days to return the goods to us. We may reduce the refund if the value of the item has been diminished by handling beyond what is necessary to inspect it in the way you would in a shop.

RETURN CONDITIONS

Returned items should be sent back in a clean, unused, and resalable condition, with original packaging where possible.

Because our products are intended for pets, we reserve the right to refuse a return or make an appropriate deduction from the refund where an item shows clear signs of use beyond reasonable inspection, including:

pet hair

odour

staining

chewing or scratching damage

dirt, wear, or other visible signs of use

missing original components or packaging where this affects resale value

Customers are allowed to inspect an item in the same way they would in a physical shop, but not to use it beyond that level of inspection. UK government guidance says a refund can be reduced if the item has been used or damaged beyond normal inspection.

PERSONALISED AND MADE-TO-ORDER ITEMS

Please note that personalised or made-to-order items are non-returnable and non-refundable unless they are faulty, damaged, or not as described.

This includes customised pet ID tags and any other products made or finished to your specification. UK government guidance specifically lists personalised or custom-made items as goods where you generally only have to offer a refund if they are faulty.

HYGIENE AND SAFETY

Where a product is supplied sealed for health protection or hygiene reasons, it may not be eligible for return once unsealed unless it is faulty, damaged, or not as described. UK government guidance recognises this as a return exception for certain sealed items.

RETURN SHIPPING COSTS

Unless the item is faulty, damaged, or not as described, you are usually responsible for the cost of returning the goods.

We recommend using a tracked service and retaining proof of postage, as we are not responsible for returned items lost in transit.

REFUNDS

If you cancel within your legal cancellation period and return the goods in accordance with this policy, we will refund the purchase price and, where required by law, the standard outbound delivery cost.

We may withhold the refund until we have received the returned goods or until you have provided evidence that you have sent them back, whichever is earlier. UK government guidance says online customers must generally be refunded within 14 days of the seller receiving the goods back.

Refunds will be made using the original payment method unless otherwise agreed.

FAULTY, DAMAGED, OR INCORRECT ITEMS

If your order arrives faulty, damaged, or incorrect, please contact us as soon as possible at hello@nobipawuk.com

with your order number and, where possible, photographs of the issue.

If goods are faulty, not as described, or do not do what they are supposed to, customers are entitled to a full refund in the relevant circumstances.

EXCHANGES

We do not guarantee direct exchanges. If you would like a different item, size, or colour, the simplest approach may be to return the original item in accordance with this policy and place a new order separately, subject to availability.

RIGHTS NOT AFFECTED

Nothing in this Shipping & Returns Policy affects your statutory rights under applicable consumer law.

CHANGES TO THIS POLICY

We may update this Shipping & Returns Policy from time to time to reflect changes to our operations, delivery methods, or legal obligations. The latest version will always be posted on this page.