Here is the updated Return & Refund Policy, adapted for your pet supplies store and updated with your correct email address. I have adjusted the return conditions to include pet-specific hygiene and safety requirements (such as being free of pet hair or chew marks).
📦 Return & Refund Policy
We want you to feel confident when shopping with us. Please review the following policy before placing an order.
📅 Seven-Day Return Request Period
You may request a return within 7 calendar days after confirmed delivery. To qualify for a return, the item must be:
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Unused, unwashed, and unworn
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In its original condition (free of pet hair, dander, stains, odors, or chew marks)
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In its original packaging with all tags attached
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Accompanied by proof of purchase
Note: For hygiene and safety reasons, pet products, toys, beds, or apparel that have been used, washed, altered, damaged after delivery, or returned without their original packaging are not eligible for a return unless they arrived defective or damaged.
📩 How to Request a Return
Before returning an item, please email service@zenvoriqa.com with:
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Your order number
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The reason for the return (e.g., wrong size, defective)
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Photos or videos showing the product and packaging
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Your requested resolution (e.g., refund, exchange)
Do not send a return without receiving return instructions from us. Unauthorized returns may not be accepted or refunded.
⚠️ Damaged, Defective, or Incorrect Items
Please inspect your order immediately after delivery. If an item arrives damaged, defective, or different from what you ordered, contact us within 7 calendar days of delivery and provide clear photos or videos. After verification, we will offer an appropriate solution, which may include a replacement, partial refund, or full refund.
🚚 Return Shipping Costs
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Our Responsibility: If the return is caused by a verified defect, shipping damage, or our fulfillment error (e.g., we sent the wrong item), we will cover the approved return or replacement shipping costs.
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Customer Responsibility: For returns based on personal preference, a change of mind, or ordering the wrong size, the customer is responsible for return shipping costs. Original shipping charges are non-refundable unless required by applicable law.
💳 Refunds
Once an approved return is received and inspected, we will notify you of the result. Approved refunds will be issued to your original payment method. Depending on your bank or payment provider, it may take 5–10 business days for the refund to appear on your statement.
🚫 Non-Returnable Items
The following items cannot normally be returned:
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Used, washed, chewed, or worn pet products
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Pet food, treats, or perishable goods (for safety reasons)
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Items without their original packaging or tags
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Personalized or customized items (e.g., engraved ID tags)
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Gift cards
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Clearance or final-sale items clearly marked as non-returnable
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Items damaged through misuse, aggressive chewing by pets, improper care, or failure to follow safety and usage instructions
This exclusion does not limit any rights customers may have under applicable consumer-protection laws.
🛑 Order Cancellation
Orders may be cancelled before fulfillment begins. Please contact us at service@zenvoriqa.com as soon as possible if you need to cancel. Once an order has been processed or shipped, it cannot be cancelled and must be handled according to the standard return process outlined above.