Refund policy

Return & Refund Policy

Last updated: September 2026

At ZoiVet, we want you to be happy with your purchase. Please read this policy carefully before placing an order.

How to Request a Resolution

Contact us at support@zoivet.store within 30 days of receiving your order. Include your order number and a description of the issue. For damaged, defective, or incorrect items, we may ask you to provide clear photos or a short video as evidence.

We aim to respond within 1–2 business days.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, is defective, or is not what you ordered, contact us within 30 days of delivery. Depending on the circumstances, we may offer a replacement, a full or partial refund, or another appropriate resolution. In many cases, we do not require you to return the item.

Change-of-Mind Returns

Change-of-mind returns may be considered for items that are unused and in their original condition and packaging. These require prior approval from our team. To request approval, contact support@zoivet.store before sending anything back.

Physical Returns

Do not send any item back without first receiving written return instructions from us. We cannot accept unsolicited returns. Return instructions will specify where to send the item and any applicable conditions. Return shipping costs for approved non-defective returns may be the customer's responsibility.

Refund Processing

Approved refunds are issued to your original payment method within up to 10 business days. Actual timing may vary depending on your bank or payment provider.

Exclusions

Items returned without prior written authorization, items that have been used or damaged by the customer, and items not in their original condition may not be eligible for a return or refund. These exclusions apply subject to your applicable mandatory consumer protection rights.

International Returns

Return procedures for international orders may vary depending on your location and applicable local laws. Contact us for guidance before initiating any return.

Your Consumer Rights

Nothing in this policy limits or excludes any mandatory consumer rights you have under the laws of your country.

Contact Email: support@zoivet.store Response time: 1–2 business days