Retrun & Refund Policy

 

At ZENMARVA, we take immense pride in the dependable quality and safety of our cat and dog pet accessories. We want you and your pets to be entirely satisfied with your purchase. However, if your order does not perfectly align with your expectations, we provide a clear, equitable, and straightforward return and refund procedure that fully complies with United States consumer protection standards.

RETURN WINDOW

You are granted exactly 30 days from the confirmed date of carrier delivery to initiate a return request. If 30 days have elapsed since the delivery timestamp provided by the courier, we are unfortunately unable to process a refund or accept the return.

ELIGIBILITY & RETURN CONDITIONS

To qualify for a successful return and full refund, your pet accessories must satisfy the following conditions:

  • Item Condition: The pet accessory must be completely unused, unwashed, free of pet hair, pet odor, or chewing marks, and in the exact pristine condition in which it was received.

  • Tags & Packaging: All original retail packaging, product tags, protective wraps, and inserts must remain unbroken, attached, and fully intact.

  • Non-Eligible Returns: For hygiene and pet safety reasons, we cannot accept returns of any pet accessories that show signs of active wear, animal use, pet hair, dirt, or wash cycles. Items that suffer damage due to customer mishandling, pet chewing, scratching, or improper assembly after delivery are strictly non-refundable.

RESPONSIBILITY BREAKDOWN (WHO PAYS FOR SHIPPING & LABELS)

The assignment of return shipping costs and label generation is determined by these three specific scenarios:

  • Step 1: Change of Mind / Customer Choice: If you choose to send an item back due to personal preference, color choice, or ordering an incorrect size after the 3–4 business day fulfillment processing period has ended, the customer assumes full financial responsibility for purchasing the return shipping label.

  • Step 2: Damaged or Defective Items:

    • Our / Carrier Fault: If your pet accessory arrives torn, broken, malfunctioning, or defective due to an error on our part or transit damage by the courier, ZENMARVA accepts total responsibility. We will supply a pre-paid return shipping label and issue a complete replacement or refund at absolutely zero cost to you.

    • Customer Caused Damage: If the product is damaged as a result of customer neglect, pet chewing, improper adjustment, or accidents occurring post-delivery, the customer assumes full liability, and no return or refund will be provided.

  • Step 3: Wrong Items Sent:

    • Our Fulfillment Error: If our warehouse mistakenly dispatches the incorrect pet accessory, size, or color, ZENMARVA will cover all return shipping expenses and expedite the correct item to you immediately.

    • Customer Selection Error: If the incorrect pet accessory or size was chosen by the buyer during checkout, the buyer is responsible for covering the return shipping costs.

EXCHANGES POLICY

ZENMARVA does not facilitate direct item exchanges. If you desire a different pet accessory, design, or size for your cat or dog, please follow our standard return procedure to send back the eligible item for a refund, and subsequently place a new, separate order on our website whenever you are ready.

RESTOCKING FEES

At ZENMARVA, we maintain transparent and honest pricing:

  • Restocking Fee: $0.00 USD. We absolutely do not levy any restocking fees, handling penalties, or hidden administrative charges on eligible returned items.

HOW TO INITIATE A RETURN

To guarantee efficient processing, please adhere to these instructions:

  1. Reach out to our support staff via email at Support@zenmarva.shop, providing your official Order Number and clear photographs showing the unused item in its original packaging (as well as the outer shipping box if claiming transit damage).

  2. Our dedicated support team will evaluate your submission within 24 business hours. Once authorized, we will issue a Return Merchandise Authorization (RMA) along with precise mailing directions to our designated logistics return facility.

  3. Important Notice: Please do not mail your return package directly to our Honolulu administrative headquarters without securing prior return approval and instructions. Packages sent without prior authorization will not be processed.

REFUND TIMELINE & PROCESS

  • Inspection: Upon the arrival of your return package at our logistics facility, our inspection team will verify the item’s condition within 2–3 business days.

  • Approval Email: You will receive an automated email notification confirming the inspection outcome and stating whether your refund has been approved or declined.

  • Processing Time: Approved refunds are automatically credited back to your original payment method (Credit/Debit Card or PayPal). These funds generally appear on your bank statement within 7–10 business days, depending on your financial institution’s processing schedule.

  • Late or Missing Refunds: If you have not seen your refund post after 10 business days, please check with your banking institution or credit card issuer. If the transaction is still not visible, reach out to us right away at Support@zenmarva.shop.

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