Refund policy

Return and Refund Policy

This Return and Refund Policy applies to purchases made through zumipaws.com (“Site”) and forms part of our Terms and Conditions of Sale. By placing an order, you agree to the terms set out below.

1. 30‑day return period
We offer a 30‑day return window from the date you receive your order.

To be eligible for a return, you must contact us within 30 calendar days of the delivery date as indicated by the carrier tracking information.

After 30 days from delivery, we generally cannot offer a refund or replacement, except where required by applicable law.

2. Conditions for returns
To qualify for a refund or replacement:

The item must be unused, undamaged, and in the same condition that you received it, with all original packaging, tags, and accessories (where applicable).

You must provide proof of purchase (order number, confirmation email, or receipt).

Certain items may not be returnable for hygiene/sanitary reasons if they have been used or unsealed (for example, grooming tools that have been used on pets). We reserve the right to refuse such returns if the product has been used or is not in resellable condition.

We reserve the right to refuse returns that do not meet the above conditions.

3. Non‑returnable items
Unless otherwise required by law, the following items are generally non‑returnable:

Items marked as “final sale” or “non‑returnable” at the time of purchase.

Gift cards or digital products (if applicable).

Items that show signs of misuse, neglect, modification, or damage caused by the customer or pet.

4. How to start a return
To initiate a return, please follow these steps:

Contact us at zumipaws.info@gmail.com with your order number, the item(s) you wish to return, and the reason for the return.

We will review your request and, if approved, provide instructions for returning the product. In some cases, we may ask for photos or videos showing the condition of the item.

Do not send items back to any address without first contacting us and receiving return instructions. Returns sent without prior authorization may not be accepted.

5. Return shipping costs
If the return is due to our error (for example: wrong item sent, defective product, or significant damage during delivery), we will bear the reasonable return shipping costs or offer a replacement without requiring a return, at our discretion.

If the return is due to buyer’s remorse (for example: you changed your mind, ordered the wrong item, or no longer want the product), you are responsible for the cost of return shipping.

Original shipping fees (if any) are generally non‑refundable, except where we are at fault or as required by law.

6. Free returns
If you are not satisfied with your order, you may return eligible items within the applicable order protection period stated on our Site.
Subject to the conditions below, the first return for each order is free of charge (up to a limit of 5 free returns per customer per month).

If a returned item is used, damaged, or missing parts or accessories, we may reduce the refund amount to reflect the loss in value.

Returns must follow our return authorization process described in this Policy. Unauthorized returns may not be accepted.

7. Inspection and approval
Once we receive and inspect your returned item, we will notify you by email whether your refund or replacement has been approved or rejected.

If approved, your refund will be processed to your original method of payment within a reasonable period (typically 7–14 business days), depending on your payment provider.

If the returned item is not in its original condition, is damaged, or missing parts for reasons not due to our error, we may issue only a partial refund or refuse the refund.

8. Defective or incorrect items
If you receive a defective, damaged, or incorrect item, you must contact us within 7 calendar days of delivery.

Please include your order number and clear photos or videos showing the issue.

After verifying the problem, we will either send a replacement at no extra cost or issue a full or partial refund, at our discretion.

In some cases, we may not require you to return the defective or incorrect item.

9. Late or missing refunds
If you have not received a refund after we have confirmed its approval and processing, please first check with your bank or credit card provider, as it may take additional time before your refund is officially posted.

If you have done this and still have not received your refund, please contact us at zumipaws.info@gmail.com with your name, order number, and refund confirmation.

10. Order cancellations
Orders may be cancelled only before they are processed and shipped.

If you wish to cancel, contact us as soon as possible at zumipaws.info@gmail.com with your order number.

If your order has already been processed or shipped, it may not be possible to cancel it; in that case, you may need to wait for delivery and then request a return in accordance with this Policy.

11. Chargebacks and disputes
If you have any issue with your order, we strongly encourage you to contact us first so we can attempt to resolve it quickly and fairly.

Initiating an unwarranted chargeback without contacting us may delay the resolution process.

12. Changes to this Return and Refund Policy
We may update this Return and Refund Policy from time to time. Any changes will be effective when posted on this page with an updated “Last updated” date.

Your continued use of the Site and placement of orders after such changes constitute your acceptance of the revised Policy.

If you have any questions about returns or refunds, please contact us at:
Email: zumipaws.info@gmail.com