Refund policy

Last updated: 06/06/2026

At Zenpaw Pets, your pet's wellbeing comes first — and so does your peace of mind. We stand behind the quality of our supplements. If you're not completely satisfied with your purchase, we're here to make it right.

Please read this policy carefully to understand your options for returns, refunds, and exchanges.

Our Satisfaction Guarantee

We offer a 30-day satisfaction guarantee on your first order of any Zenpaw Pets product. If you and your pet aren't happy with the results, contact us within 30 days of delivery for a refund — even if the product has been opened or partially used. We only ask that you let us know what didn't work so we can keep improving.

Limit: one guarantee refund per household.

Standard Returns

Outside of the satisfaction guarantee, you may return products under the following conditions:

The return is requested within 30 days of the delivery date.
The product is unopened, unused, and in its original, sealed packaging.
You have proof of purchase (order number or receipt).

For health and safety reasons, opened supplement containers cannot be returned under the standard return policy (see the satisfaction guarantee above for opened-product options, and the damaged/defective section below).

Items That Cannot Be Returned

Opened or used products (except under our satisfaction guarantee or if damaged/defective).
Products marked as final sale or clearance.
Free gifts or promotional items.
Products returned more than 30 days after delivery.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you received the wrong product, we'll fix it at no cost to you. Please contact us within 7 days of delivery with:

Your order number
A photo of the item and packaging

We'll send a replacement or issue a full refund, including any shipping charges. You won't need to return the damaged item in most cases.

How to Start a Return

Email us at Zenpawpets.co.uk (or visit (https://zenpawpets.co.uk/pages/contact) with your order number and reason for return.
Our team will review your request and, if approved, send you return instructions and a return address.
Ship the item back using a trackable method. We recommend keeping your tracking number.

Please do not send products back without contacting us first — returns received without prior authorization may not be processed.

Refunds

Once we receive and inspect your return, we'll email you to confirm approval. Approved refunds are processed to your original payment method within 5–10 business days. Depending on your bank or card provider, it may take additional time for the refund to appear on your statement.

Original shipping charges are non-refundable, except where the item was damaged, defective, or incorrect.
For satisfaction-guarantee refunds, You will have to cover return shipping.

Exchanges

If you'd like to swap a product for a different one, contact us at info@zenpawpets.co.uk The fastest way is to request a refund for the original item and place a new order for the product you'd prefer.

Return Shipping Costs

Damaged, defective, or incorrect items: We cover all return shipping.
Change-of-mind / standard returns: Return shipping is the customer's responsibility, and original shipping fees are non-refundable.

Subscription Orders

If you're enrolled in a Zenpaw Pets subscription:

You can pause, skip, or cancel anytime before your next billing date through your account dashboard or by contacting us at info@Zenpawpets.co.uk
Orders that have already shipped cannot be cancelled but may be eligible for return under this policy.
Refunds for subscription orders follow the same terms outlined above.