We want Petoteco customers to understand exactly when a ZenBelly order can be returned and who is responsible for shipping costs.
Return requests must be started within 30 days of delivery. Please email us before sending anything back so we can confirm the order, review eligibility, and provide the return address.
We accept returns for unopened ZenBelly products that are clean, unused, in resalable condition, and include the original packaging. The label, jar, seal, and outer packaging should be intact and suitable for resale.
We cannot accept returns for opened products, heavily used products, items with broken or missing seals, damaged or contaminated packaging, missing essential packaging, or products returned without prior approval. For pet health and product safety reasons, opened consumable products are not eligible for return unless the issue was caused by our mistake or shipping damage.
If your order arrives damaged, defective, or different from what you ordered, email us within 7 days of delivery with your order email, PayPal order ID, and clear photos of the package and product. If the issue is confirmed, we will help with a replacement, refund, or other reasonable resolution.
Customers are responsible for paying return shipping costs. Original shipping charges, if any, are not refundable unless the return is due to our error or a confirmed shipping damage issue. We recommend using a trackable shipping service because we cannot refund returns that are lost before they reach us.
Email hello@petotecolife.com with your order email, PayPal order ID, delivery date, product condition, and reason for return. We will reply with the next steps if the return is eligible.
When an approved return is received and inspected, eligible refunds are processed back to the original payment method. Bank and PayPal processing times may vary.