Eligible products may be returned within 30 days from the date of delivery.

To qualify for a return, the product must:

• Be unused, unworn, and in its original condition
• Include all original tags, accessories, manuals, and components
• Be returned in its original packaging
• Show no signs of pet use, hair, odor, stains, washing, damage, or alteration
• Be accompanied by valid order information or proof of purchase

Products that do not meet these requirements may be refused or may qualify only for a partial refund, subject to applicable law.

Before sending any product back, customers must obtain return authorization from our customer-support team.

Please provide:

• Your full name
• Your order number
• The name of the product being returned
• The reason for the return
• Clear photographs if the product is damaged, defective, or incorrect

After reviewing your request, we will confirm whether the return is eligible and provide the applicable return address, packing instructions, and shipping directions.

When a return results from a verified defect, shipping damage, or an incorrect product sent by Zelvoripets™, we will provide an appropriate return solution. Depending on the destination and circumstances, this may include a prepaid return label, replacement, refund, or another suitable resolution.

For returns based on personal preference, sizing, compatibility, accidental purchase, or another reason unrelated to a defect or fulfillment error, the customer is generally responsible for return shipping expenses.

Original delivery charges are non-refundable unless the return resulted from our error or a refund is required by applicable law.

We recommend using a trackable shipping service and retaining the shipping receipt. Zelvoripets™ is not responsible for customer return packages lost or damaged before reaching the authorized return facility.

Please inspect your order shortly after delivery. If it arrives damaged, contains a manufacturing defect, or includes a product different from the product ordered, contact us as soon as possible—preferably within 72 hours of delivery.

Your message should include clear photographs of:

• The affected product
• The exterior and interior shipping packaging
• The delivery label
• The damaged or defective area

After evaluating the issue, we may offer a replacement, refund, store credit, replacement component, or another suitable resolution.

Please keep the product and all packaging until our support team confirms that they are no longer required.

For safety, hygiene, legal, or practical reasons, certain products are not eligible for return unless they arrived damaged, defective, or incorrect.

Non-returnable products may include:

• Opened pet food, treats, supplements, or other consumable products
• Opened grooming, dental-care, cleaning, or hygiene products
• Products used by or exposed to an animal
• Customized, engraved, or personalized merchandise
• Products made or ordered according to customer specifications
• Perishable or temperature-sensitive goods
• Hazardous, flammable, or legally restricted materials
• Gift cards, digital products, or other non-physical products
• Clearance or final-sale merchandise identified as non-returnable before purchase
• Products damaged through misuse, improper storage, unauthorized alteration, or failure to follow instructions

Because animals may carry allergens, hair, odors, or biological contaminants, used pet products generally cannot be restocked.

If you are uncertain whether a product is eligible for return, please contact us before opening, assembling, or using it.

We cannot guarantee direct product exchanges because inventory may change while a return is being transported or inspected.

The most efficient way to obtain a different product, size, color, or variation is to:

1. Request authorization to return the original product.
2. Complete the return according to the instructions provided.
3. Place a separate order for the preferred replacement.

Any refund for the original product will be processed separately after the authorized return has been received, inspected, and approved.

Orders begin processing shortly after they are submitted. Cancellation requests should be sent within 12 hours of purchase.

We will make a reasonable effort to honor your request, but cancellation cannot be guaranteed after an order has entered fulfillment, been packed, or been transferred to a shipping carrier.

If the shipment can no longer be stopped, you may request a return after delivery, subject to the eligibility requirements stated in this policy.

Customers receiving eligible orders within the European Union or European Economic Area may have a legal right to withdraw from a qualifying online purchase within 14 days of delivery, without providing a reason.

To exercise this right, the customer must send a clear withdrawal notice within the applicable 14-day period. Additional return instructions will then be provided.

Returned products must generally be complete and undamaged. Customers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics, and operation. A deduction may apply where handling exceeds what would normally be permitted in a physical store, where allowed by law.

Certain categories—including personalized products, perishable goods, opened sealed hygiene-sensitive products, and other legally exempt products—may not qualify for withdrawal.

After an authorized return reaches the designated return facility, it will be inspected to confirm its condition and eligibility.

The inspection may consider:

• Whether the correct product was returned
• Whether all accessories, components, and manuals are present
• Whether the product has been used, washed, altered, or damaged
• Whether the product and packaging meet the return requirements
• Whether the return was requested and shipped within the approved period

We will notify you by email after the inspection has been completed.

If a return is approved, the eligible refund will be issued to the original payment method used for the order.

Please allow up to 10 business days after approval for the refund to be submitted. Your bank, card issuer, PayPal, or other payment provider may require additional processing time before the funds appear in your account.

Original shipping fees, return shipping fees, customs charges, import duties, taxes collected by third parties, currency-conversion fees, and other third-party expenses are generally non-refundable unless otherwise required by law.

If more than 15 business days have passed since you received confirmation that your refund was approved, please contact service@zelvoripets.com.

A refund may be reduced or refused when permitted by applicable law if:

• The returned product shows signs of use, pet exposure, washing, or alteration
• Parts, tags, packaging, manuals, or accessories are missing
• The product was damaged after delivery
• The return was shipped without authorization or to an unauthorized address
• The product is excluded under the non-returnable section
• The return request was submitted outside the applicable return period
• A different product was returned
• There is reasonable evidence of misuse, fraud, or policy abuse

If a deduction or refusal applies, we will provide available information regarding the reason for the decision.

Approved returns may be directed to one of our designated fulfillment or return-processing locations. The correct destination depends on the product, order location, warehouse, and reason for return.

The authorized return address will be provided by email after your request has been reviewed and approved. You must use the address and shipping instructions stated in that authorization email.

Sending a product to our registered business address, the address printed on the original parcel, or any other unauthorized location may delay processing and may prevent us from locating or accepting the return.

For assistance with a return, replacement, cancellation, exchange, or refund, contact:

Please include your full name and order number in all return-related messages so our support team can locate your purchase and respond efficiently.