Last Updated: 06 January 2026
Welcome to Pet Nestly.
This policy applies to customers located in the European Union (EU)., you are entitled to certain consumer rights under EU law. This Refund & Return Policy explains how returns, refunds, and exchanges are handled for EU customers.
1. Right of Withdrawal (EU Customers)
Under EU consumer protection law, you have the right to withdraw from your purchase within 14 calendar days without giving any reason.
The withdrawal period expires 14 days after the day you receive the product.
To exercise your right of withdrawal, please contact us at support@petnestly.com within the 14-day period and provide your order details.
2. Conditions for Returns
Returned items must meet the following conditions:
Unused, unwashed, and in original packaging
In resalable condition
Returned within the 14-day withdrawal period
3. Non-Returnable Items
For hygiene and safety reasons, the following items may not be eligible for return unless defective:
Opened or used pet food and consumables
Opened grooming products
Items damaged due to misuse or normal wear and tear
Clearance or sale items (unless defective)
4. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with:
Order number
Clear photos or videos of the issue
Once verified, we will offer one of the following:
Replacement
Full refund
5. Refunds
Once we receive and inspect your return, refunds will be processed within 7 days.
Refunds will be issued to the original payment method.
Please note that processing times may vary depending on your bank or payment provider.
6. Return Shipping
If the return is due to a damaged, defective, or incorrect item, we will cover the return shipping cost.
For returns under the EU right of withdrawal (change of mind), customers are responsible for return shipping costs.
We recommend using a trackable shipping service.
7. Order Cancellations
Orders may be cancelled before shipment.
Once an order has been shipped, the return policy applies.
8. Exchanges
We only offer exchanges for defective or damaged items.
Please contact us with your order details to request an exchange.
9. Contact Information
For refund or return requests, contact us at:
Website: https://petnestly.com
Email: support@petnestly.com
Phone: +60146236505
Business Address:
Lot 10, Kawasan Perindustrian Chembong
Rembau 71300, Negeri Sembilan
Malaysia
10. Policy Updates
Pet Nestly reserves the right to update or modify this policy at any time.
Changes take effect immediately upon posting on this page.