Refunds & Returns Policy

At ZentioPet, we want every customer to feel confident when ordering from us. We carefully select products that reflect our standards for quality, function, and design.

If you are not fully satisfied with your order, this policy explains how returns, cancellations, refunds, exchanges, damaged items, and faulty products are handled.

This policy applies to orders placed through zentiopet.com.

1. Your Right to Cancel

If you are a UK customer purchasing online, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

To cancel your order, you must contact us within 14 days of receiving your item.

After notifying us that you wish to cancel, you then have a further 14 days to return the item to us.

To request a cancellation or return, please email:

support@zentiopet.com

Please include:

Your order number
Your full name
The item you wish to return
The reason for return, if you would like to share it

2. Return Eligibility

To be eligible for a return, items should be:

Returned in their original condition
Unused or only handled as they would be in a physical shop
Returned with original packaging where possible
Returned with all accessories, manuals, parts, and inserts included
Free from damage caused by misuse, improper handling, or alteration

Customers are allowed to inspect an item in the same way they would in a shop. However, if an item has been used beyond what is necessary to inspect it, or if it is returned damaged, incomplete, or not in a resaleable condition, we may make a reasonable deduction from the refund.

3. Items That Cannot Be Returned

For hygiene, safety, or product integrity reasons, certain items may only be returned if they are faulty, damaged, or not as described.

These may include:

Opened hygiene-sensitive pet items
Used grooming products
Used feeding or drinking products
Products that have been chewed, scratched, washed, stained, or damaged
Personalised or custom-made products
Items returned without essential parts or accessories

This does not affect your legal rights if an item is faulty, damaged, or not as described.

4. How to Start a Return

To start a return, email us at:

support@zentiopet.com

Please do not send items back without contacting us first.

Once your return request has been reviewed, we will provide return instructions. Items sent back without prior contact may not be accepted or may take longer to process.

5. Return Shipping Costs

Unless the item is faulty, damaged, incorrect, or not as described, the customer is responsible for the cost of return shipping.

We recommend using a tracked shipping service and keeping proof of postage until your return has been received and processed.

ZentioPet is not responsible for returned items that are lost in transit when sent without tracking.

If the return is due to an error on our part, or if the item is faulty, damaged, or not as described, we will provide an appropriate solution, which may include a replacement, refund, or return shipping support.

6. Refunds

Once your return has been received and inspected, we will notify you by email.

If your refund is approved, it will be issued to your original payment method.

Refunds are usually processed within 14 days of us receiving the returned item. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

7. Delivery Cost Refunds

If you cancel your full order within the legal cancellation period, we will refund the cost of standard delivery if you paid for it.

If you selected a more expensive delivery option, only the standard delivery cost will be refunded.

If you return only part of an order, delivery charges may not be refundable unless the returned item was faulty, damaged, incorrect, or not as described.

8. Exchanges

We may be able to offer an exchange depending on stock availability.

If you would like to exchange an item, please contact us at support@zentiopet.com.

If the item you want is unavailable, we may offer a refund or alternative solution.

9. Faulty, Damaged, or Incorrect Items

Please inspect your order when it arrives.

If your item is faulty, damaged, or incorrect, please contact us as soon as possible at:

support@zentiopet.com

Please include:

Your order number
A description of the issue
Clear photos or videos of the item
Photos of the packaging, if the parcel arrived damaged

If the item is confirmed to be faulty, damaged, incorrect, or not as described, we will arrange a suitable resolution. This may include a replacement, repair, refund, or return instructions.

10. Items Damaged After Delivery

We cannot accept responsibility for damage caused by:

Misuse
Improper assembly
Incorrect cleaning
Pet chewing, scratching, or destructive behaviour
Accidental damage after delivery
Normal wear and tear
Alterations or repairs made by the customer or a third party

11. Order Changes and Cancellations Before Dispatch

If you need to change or cancel your order, please contact us as soon as possible at support@zentiopet.com.

We will do our best to help, but we cannot guarantee that changes or cancellations can be made once an order has entered processing or dispatch.

If your order has already been dispatched, you may need to follow the standard returns process once the item arrives.

12. Refused Deliveries and Unclaimed Parcels

If a parcel is refused, unclaimed, or returned to us due to an incorrect address or failure to collect, we will contact you once the parcel is received back.

Additional shipping charges may apply if you would like the order resent.

If a refund is issued, reasonable shipping or handling costs may be deducted where permitted by law.

13. Sale Items

Sale items have the same statutory rights as full-price items.

If a sale item is faulty, damaged, incorrect, or not as described, please contact us and we will assist you.

14. Gift Cards

Gift cards, where offered, are non-refundable unless required by law.

15. How Long Returns Take

Return timelines may vary depending on the carrier used.

As a guide:

Return request review: 1-3 business days
Return transit: depends on chosen carrier
Inspection after receipt: 1-5 business days
Refund processing: within 14 days after receiving the returned item

16. Contact Us

For all return, refund, exchange, or cancellation requests, please contact:

ZentioPet
Email: support@zentiopet.com

Operated by:
BEVE GLOBAL LTD
Registered Office: 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom