Return & Refund Policy

Return & Refund Policy

Effective Date: August 5, 2025

At ZonePetz, your satisfaction and your pet’s happiness are our top priorities. If you're not completely satisfied with your purchase, we're here to help.

1. Returns

We accept returns within 30 days of the delivery date.

To be eligible for a return:

  • The item must be unused, in its original packaging, and in the same condition that you received it.

  • Items such as food, treats, and personalized products are non-returnable, unless defective or damaged.

To initiate a return, please contact us at:
📧 support@zonepetz.com
Please include your order number and reason for the return.

Once approved, we will provide you with the return address and instructions.

2. Refunds

Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed to your original method of payment within 5–10 business days.

Please note:

  • Shipping costs are non-refundable unless the return is due to our error (e.g., incorrect or defective item).

  • If the product was bought on sale or with a discount code, the refund will reflect the amount paid.

3. Exchanges

We only replace items if they are defective or damaged. If you need to exchange your item, send us an email at support@zonepetz.com with photos of the item and a description of the issue.

4. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please notify us within 7 days of receiving your order. We will send a replacement or offer a full refund — no return needed in most cases.

5. Return Shipping

  • Customers are responsible for return shipping costs unless the product arrived damaged or an incorrect item was sent.

  • We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items without tracking.

6. Cancellations

If you need to cancel your order, please contact us within 12 hours of purchase. After that, we may have already begun processing and shipping the order.

7. Contact Us

For any questions related to returns, refunds, or your order:

📧 support@zonepetz.com
📍 Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
📞 Phone: +44 20 7946 0857

We appreciate your trust in ZonePetz and will always do our best to make things right!