Refund policy

Last updated: October 17, 2026

We want you and your dog to love every Noutla product. If something isn't right, you have 90 days from the date of delivery to return it.

Returns

To be eligible for a return, items must be returned within 90 days of delivery, in their original condition and packaging where possible. Items that have been heavily used, chewed, washed or damaged by misuse can't be returned for a change of mind (see our Warranty below for defective items).

For hygiene reasons, the following items can only be returned if unused and unopened: feeding bowls, water bottles, grooming brushes and chew toys.

How to start a return

Email us at contact@horizon-x.io with your order number and the item(s) you want to return. We'll reply with return instructions. Items sent back without first contacting us will not be accepted.

Return shipping costs for change-of-mind returns are the customer's responsibility. If the item is defective, damaged or we sent the wrong item, we cover the return shipping.

Damaged, defective or wrong items

Please inspect your order on arrival. If an item is damaged, defective or not what you ordered, contact us within 7 days of delivery with your order number and a photo, and we'll make it right with a free replacement or a full refund.

90-day warranty

All Noutla products are covered by a 90-day warranty against defects in materials and workmanship from the date of delivery. If a covered defect appears, we'll replace the item or refund it at our discretion.

The warranty does not cover normal wear and tear, damage caused by chewing, biting or scratching (unless the product is sold as chew-proof), misuse, accidents, improper washing or care, or unauthorized modifications.

To make a warranty claim, email contact@horizon-x.io with your order number, a description of the issue and a photo or video.

Exchanges

The fastest way to get a different size or item is to return the original item and place a new order. For size exchanges, contact us and we'll help.

Refunds

Once we receive and inspect your return, we'll email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank may take additional time to post the refund. Original shipping charges are non-refundable, except when the item was defective, damaged or incorrect.

If you haven't received your refund within 15 business days of approval, contact us at contact@horizon-x.io.

This policy does not limit any rights you may have under applicable consumer protection laws.