Refund policy

Return & Refund Policy

Last Updated: June 30, 2026

Thank you for shopping with Zooniva. We want you to have a positive experience with our products. If you are not completely satisfied with your purchase, we are here to help.

1. Return Period

You may request a return within 14 days of receiving your order.

To be eligible for a return:

  • The item must be unused and in the same condition that you received it

  • The item must be in its original packaging when applicable

  • You must provide proof of purchase or order information

Please contact us before returning any item. Do not send products back without contacting our support team first, as returns sent without approval may not be accepted.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong product, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please provide:

  • Your order number

  • A description of the issue

  • Photos or videos showing the problem

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

3. Refunds

Once your return request is approved and processed, refunds will be issued to your original payment method.

Please allow time for your payment provider to complete the refund process. Processing times may vary depending on your bank or payment provider.

4. Non-Returnable Items

Certain products may not be eligible for returns for hygiene, safety, or customer protection reasons, including:

  • Used pet products

  • Products that have been opened, damaged, or altered after delivery

  • Items without original packaging when required

5. Return Shipping

Customers may be responsible for return shipping costs unless the item received was damaged, defective, or incorrect.

Return instructions and the return address will be provided after your return request is reviewed and approved.

6. Order Issues

If your order has not arrived, arrives damaged, or you believe there is an issue with your purchase, please contact us so we can investigate and assist you.

Shipping times may vary depending on product availability, fulfillment location, and carrier conditions.

7. Order Cancellation

If you need to cancel your order, please contact us as soon as possible.

Once an order has been processed or shipped, cancellation may no longer be possible.

8. Contact Us

For return or refund requests, please contact:

Email: zooniva.shop@gmail.com

Our team will review your request and assist you as quickly as possible.

Thank you for choosing Zooniva.