Refund policy

Return & Refund Policy

We want you to be completely satisfied with your purchase. That’s why we offer a 60-day return policy, starting from the date you receive your order.

Return Conditions

To be eligible for a return, the item must be in the same condition that you received it: unused, not in contact with pets, with tags attached, and in its original packaging. You’ll also need your receipt or proof of purchase.

Due to the nature of pet care and hygiene products, we do not accept returns on items that show any signs of use.

How to Start a Return

To initiate a return, please contact us at zeenpaws@gmail.com within 60 days of receiving your order. Be sure to include your order number and the reason for the return.

Returns sent without prior authorization will not be accepted.

If your return is approved, we will provide instructions on how and where to send your package to:
[INSERT RETURN ADDRESS]

Note: Please define your return shipping policy here. Example:
“Return shipping costs are the customer’s responsibility unless the item is defective or there was an error on our part, in which case Zenpaws will cover the cost.”

Refund Processing Time

Once we receive and inspect your returned item, we will notify you if your refund has been approved.

If approved, your refund will be automatically issued to your original payment method within 5–10 business days. Please note that your bank or credit card provider may take additional time to process and post the refund.

Damages & Issues

Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us within 48 hours of receiving your order at zeenpaws@gmail.com.

Include photos of the product and packaging so we can evaluate the issue and offer a solution (replacement or refund).

Non-Returnable Items

We do not accept returns on:

  • Sale or promotional items
  • Gift cards
  • Items that have been used, cleaned, or have come into direct contact with pets (for hygiene reasons)

Exchanges

If you’d like to exchange an item (for example, for a different size), the fastest way is to return the original item and place a new order once your return is approved.

Applicable Law

This policy applies without prejudice to any mandatory consumer protection rights granted by the laws of your country of residence, which will prevail in case of any conflict with this policy.