Refund policy

Return & Refund Policy

At PetZen, we want you and your pet to be happy with every purchase. If you are not completely satisfied, eligible items may be returned within 30 days from the date of delivery.

Return Eligibility

To qualify for a return, the item must:

• Be unused, unworn, and unwashed.

• Be in its original condition.

• Include all original accessories, tags, manuals, and packaging when applicable.

• Show no signs of pet use or wear.

Items showing signs of use, including pet hair, odors, stains, scratches, bite marks, washing, damage, excessive wear, or missing accessories, may not be accepted for return.

Seasonal Products & Costumes

Halloween costumes and other seasonal products are eligible for return within the applicable return period only if they meet all return requirements above.

Costumes or seasonal items that have been worn, used for an event, washed, stained, damaged, or show other signs of use are not eligible for return.

Trying an item on briefly to check the size is acceptable as long as the product remains clean, undamaged, and in new condition.

How to Request a Return

Before returning any item, please contact us at contact@petzen.shop with:

• Your order number

• The reason for the return

• Photos of the item, when requested

Please do not send a product back before receiving return instructions from PetZen. Returns sent without prior authorization may not be accepted.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, defective, or you received the wrong product, contact us as soon as possible at contact@petzen.shop and include your order number and clear photos of the issue.

After reviewing the request, we will provide the appropriate resolution, which may include a replacement, refund, or other solution.

Return Shipping

Unless the item arrived damaged, defective, or incorrect, the customer is responsible for return shipping costs.

Original shipping charges, when applicable, are generally non-refundable.

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to the original payment method.

Please note that banks and payment providers may require additional processing time before the refund appears in your account.

Items that do not meet the return eligibility requirements may be declined.

Exchanges

If you need a different size or product, please contact us at contact@petzen.shop so we can review the available options.

Contact Us

For questions regarding returns or refunds, contact:

PetZen
Email: contact@petzen.shop
Website: petzen.shop

This policy does not limit any rights you may have under applicable consumer protection laws.