Refund Policy

Last updated: October 12, 2026

We want you and your dog to try Nibby without any worry. This policy explains our 90-day money-back guarantee, your legal rights to cancel an order, and what happens if something arrives damaged or wrong. Nothing in this policy limits the rights you have under the consumer laws of the country you live in.

1. Our 90-day money-back guarantee

If you're not satisfied with your first order, whether your dog isn't keen on the taste or it's just not right for your dog, let us know within 90 days of delivery and we'll refund the product price. You don't need to send back opened packs.

Who the guarantee is for

• Your first order of each product, bought directly from our online store, Nibby (trynibby.com). This includes the first delivery of a subscription.
• All pack sizes (1 Pack, 3 Packs and 5 Packs).
• One guarantee claim per customer or household.
• Products bought from other retailers or marketplaces are not covered.

How to claim

1. Email us. Send an email to support@trynibby.com within 90 days of delivery with your order number and a short note on how it went and why it wasn't right for your dog.
2. We confirm your claim. We reply within 1 business day with a claim number (RMA). We may ask you to send back any unused, still-sealed packs from that order; if so, we'll give you the return address and return shipping is paid by you. Opened packs don't need to be returned.
3. Your refund. Once your claim is confirmed (and any sealed packs we asked for have arrived), we refund the product price to your original payment method within 10 business days. Your bank or card provider may take a few extra days to show it.

What we refund

We refund the price you paid for the products in your first order. Shipping is always free, so there's nothing to deduct. Free gifts (such as the Treat Pouch or digital guides) don't need to be returned and aren't refunded separately, because you didn't pay for them. Later orders and subscription renewals are not covered by the money-back guarantee, but you can still return unopened packs (see below).

Returning unopened packs from any order

Changed your mind? Unopened packs from any order can be returned within 90 days of delivery, in their original sealed packaging. Email support@trynibby.com first for your return number and address. Return shipping is paid by you, unless the item arrived damaged, faulty or wrong (see section 2). Once the packs arrive and we've checked they're unopened, we refund the price paid for them within 10 business days. For health and hygiene reasons, opened packs from later orders can't be returned.

2. Damaged, faulty or wrong items

If your order arrives damaged, a pack is faulty or past its best-before date, or you received the wrong item, please email us at support@trynibby.com within 14 days of delivery with your order number and, if you can, a photo. We'll send a free replacement or give you a full refund, whichever you prefer. You won't need to pay any return costs.

If your parcel is lost in transit, see our Shipping Policy.

3. Subscription orders

• You can skip, pause or cancel your subscription at any time before your next billing date. See our Subscription Policy for how.
• If you're charged for a renewal you meant to cancel, contact us within 30 days of the charge. If the order hasn't shipped yet, we'll cancel it and refund you in full. If it has shipped, we'll still help: the 90-day guarantee and your statutory rights below apply as described.
• Cancelling a subscription does not cancel orders that have already been paid for and shipped.

4. Exceptions

• Products bought from other retailers or marketplaces are covered by that seller's policy, not this one.
• We may decline a guarantee claim if we see clear signs of abuse, such as repeated claims from the same household or bulk orders bought for resale. This does not affect your statutory rights.
• Gift cards can't be refunded, except where the law requires it.

5. Chargebacks and payment disputes

If something has gone wrong, please contact us first at support@trynibby.com. We can usually sort it out faster than a bank dispute, and our guarantee means you won't lose out on your first order. You remain free to contact your card issuer or payment provider at any time. If a chargeback is opened, we'll share the order details with the payment provider so the dispute can be resolved, and we may pause any active subscription linked to that payment method while the dispute is open.

6. If you live in the United Kingdom or the European Union

Your 14-day right to cancel

In addition to our guarantee, you have a legal right to cancel your order within 14 days, starting the day after you (or someone you name) receive the goods. For an order delivered in several parcels, the 14 days start after the last parcel arrives. For a subscription, the 14 days start after the first delivery. You don't have to give a reason.

To cancel, send us a clear statement, for example by email to support@trynibby.com. You may use the model cancellation form below, but you don't have to. It's enough to send your message before the 14 days end.

Sealed products

Nibby chews are food supplements packed in sealed bags for health and hygiene reasons. Under UK and EU law, the 14-day cancellation right does not apply to a sealed pack once you have unsealed it. Unopened packs can always be returned within the 14 days. Our 90-day money-back guarantee for first orders (section 1) also covers opened packs.

Returns and refunds when you cancel

• Send unopened goods back within 14 days of telling us you're cancelling. We'll give you the return address. We will reimburse reasonable return postage costs.
• We refund the full amount, including the standard delivery cost (which is free), within 14 days of receiving your cancellation. We may wait to refund until we've received the goods back or you've shown proof that you've sent them, whichever comes first.
• We refund using the same payment method you used, unless you agree otherwise. You won't pay any fee for the refund.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To: ZANEL ENTERPRISE LLC, 30 N Gould St, STE R, Sheridan, WY 82801, USA, support@trynibby.com
I/We hereby give notice that I/we cancel my/our contract of sale of the following goods: ____
Ordered on / received on: ____
Order number: ____
Name of consumer(s): ____
Address of consumer(s): ____
Signature of consumer(s) (only if this form is sent on paper): ____
Date: ____

Faulty goods

Under the UK Consumer Rights Act 2015 and EU consumer law, goods must be of satisfactory quality, fit for purpose and as described. If they're not, you're entitled to a repair, replacement or refund. These rights apply on top of our guarantee.

7. If you live in Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Our 90-day guarantee is in addition to these rights.

8. If you live in Canada

Your province or territory may give you additional rights, including rights for distance (online) contracts, such as cancelling when goods are not delivered within the time required by law. This policy does not limit those rights.

9. If you live in the United States

Some states give consumers extra rights or require specific refund disclosures. Where state law gives you more protection than this policy, state law applies.

10. Contact us

Questions about a refund? Email support@trynibby.com or write to ZANEL ENTERPRISE LLC, 30 N Gould St, STE R, Sheridan, WY 82801, USA. Full details are on our Contact Information page.