Return & Refund Policy
This is the Nilosi Pets return and refund policy. It explains how returns, refunds and cancellations work. Every item ships directly from the brand’s or supplier’s warehouse in the United States, and returns go back to the warehouse that shipped the item.
30-day return window
You have 30 days from the delivery date to request a return. An order with several items may arrive in separate parcels on different days. The 30 days for each item run from the day that item is delivered.
Items must be unused and in their original packaging, with all tags and parts included. These conditions apply to change-of-mind returns. If an item is damaged, defective or not what you ordered, see the section on damaged, defective or wrong items below. Those rules apply even if you have used the item.
How to start a return
Email us first. Do not ship anything until you hear back from us.
- Email info@iglomart.com with your order number and the reason for the return.
- We reply within 2 business days (Monday to Friday, excluding U.S. federal holidays) with return instructions and the return address.
- Pack the item securely in its original packaging and ship it to the address we give you.
The return address is the warehouse that shipped the item. If your order came from more than one warehouse, each item goes back to the warehouse it came from, and we will give you the address for each. The return address is never our registered address in Wilmington, Delaware. That address is a registered-agent office and cannot receive parcels. Returns sent without authorization, or sent to the registered address, cannot be processed.
Change-of-mind returns
If you no longer want an item, you can return it within the 30-day window. You pay the return postage. We refund the item price minus a 15% restocking fee. The fee covers the outbound shipping and handling we already paid to send the order to you.
We do not offer direct exchanges. If you want a different size, color or product, return the original item as a change-of-mind return and place a new order. You pay the return postage, and we refund the item price minus the 15% restocking fee. If the item was damaged, defective or wrong, the next section applies instead and there is no fee.
Damaged, defective or wrong items
If an item arrives damaged, is defective, or is not what you ordered, email us within 7 days of delivery. Include your order number and photos of the item and its packaging. You choose a replacement or a full refund. We will tell you whether to send the item back. If we ask you to, we pay the return shipping. No restocking fee applies.
If a fault appears later, email us anyway. We will help you use the manufacturer’s warranty where the brand offers one. Nothing in this policy takes away rights you have under the law.
Items that cannot be returned
For hygiene reasons, we cannot accept returns of the following items unless they are faulty:
- Opened pet wipes
- Used feeding items, such as bowls, lick mats and feeders
- Used bedding
- Used grooming tools
If one of these items is faulty, the rules for damaged, defective or wrong items apply.
Cancelling an order
You can cancel an order for a full refund only before it is dispatched. We dispatch orders within 1–2 business days, so email info@iglomart.com immediately with your order number. Once an order has been dispatched, it cannot be cancelled. We email you the tracking number when the parcel ships. After it arrives you can return it under this policy. If you simply no longer want it, that is a change-of-mind return: you pay the return postage and we refund the item price minus the 15% restocking fee.
Undeliverable parcels
If a parcel cannot be delivered and comes back to the warehouse, email info@iglomart.com with your order number and we will tell you what happens next.
Refund timing and method
We issue the refund within 5 business days after the return arrives at the warehouse and is inspected. Refunds go to the original payment method. Your card issuer may take a further 5–10 business days to show the refund on your statement.
If you cancel before dispatch, we refund the full amount to your original payment method. Your card issuer may take 5–10 business days to show it.
A change-of-mind refund is the item price minus the 15% restocking fee. A refund for a damaged, defective or wrong item is the full amount you paid.
Manufacturer’s warranty
Some of our brands offer a manufacturer’s warranty on their products. If a problem appears and the brand offers a warranty, email us and we will help you use it.
Contact us
If you have a question about a return or refund, email info@iglomart.com or call (607) 389-7819. You can also use our contact page or check your delivery status on the order tracking page.
Nilosi is operated by iGlomart LLC, a Delaware limited liability company. Registered address: 251 Little Falls Drive, Wilmington, Delaware 19808, United States. This address cannot receive parcels or returns.