Refund policy

Return & Refund Policy

At NAIGRINS, we stand behind the quality of our pet grooming tools. We also understand that pets, especially those with past trauma, may take time to adjust to new routines. That’s why we offer a comprehensive 30-Day Return Policy.

1. Our 30-Day Stress-Free Guarantee

We encourage you to follow the step-by-step acclimation guide included with your QUIET-X or TORQUE-X grinder. If you have tried the desensitization steps and your pet absolutely refuses to accept the tool within 30 days of receiving your order, you may return it for a refund.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

  • Timeframe: The return request must be initiated within 30 days of the delivery date.

  • Condition: The grinder and/or clipper must be in good, working condition.

  • Hygiene Requirement: Because these are pet grooming products, all returned items MUST be wiped clean of pet hair, dander, and nail dust. Items returned in an unsanitary condition may be subject to a cleaning fee or rejected entirely.

  • Completeness: The return must include the original packaging and all accessories (charging cable, dust collector, extra grinding wheels, safety guards, nail file, manual).

3. Non-Returnable Items

  • Used extra replacement diamond grinding wheels (for hygiene reasons).

  • Items marked as "Final Sale."

  • Gift cards.

4. How to Initiate a Return

Please DO NOT send your purchase back to the sender's address on the package without contacting us first.

To start a return, follow these steps:

  1. Email our support team at service@naigrins.com, Phone: +1 757 792 2405, Address: UNIT 865, 8/F, ONE VISTA SUPREME, TUEN MUN, HK

  2. Include your Order Number and a brief explanation of why you are returning the item.

  3. Our team will review your request within 1-2 business days and provide you with a Return Merchandise Authorization (RMA) and the correct return shipping address.

5. Return Shipping Costs

  • Customer Responsibility: Customers are responsible for paying their own return shipping costs for returns related to "change of mind," "pet didn't like it," or incorrect ordering. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

  • Our Responsibility: If the return is due to a manufacturer defect or an error on our part (e.g., you received the wrong item), NAIGRINS will cover the return shipping costs.

6. Refunds

Once your return is received and inspected at our facility, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (Credit Card, PayPal, etc.).

  • Please allow 3-5 business days for your bank or credit card company to process and post the refund to your account.

7. Defective or Damaged Items (Warranty)

All NAIGRINS grinders and clippers are backed by a 1-Year Manufacturer’s Warranty. If your product is defective, malfunctions, or arrives damaged, please contact us immediately at service@naigrins.com with photos or a short video of the issue. We will gladly send you a free replacement.