Refund policy

Return & Refund Policy

At ZooVibe, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, you may return or exchange your item(s) according to the terms below.

1. Eligibility for Returns

  • You have 14 calendar days from the date you received your order to request a return.

  • To be eligible for a return, your item must:

    • Be unused and in the same condition that you received it.

    • Be in the original packaging, with all tags and labels attached.

  • Several types of goods are non-returnable, including:

    • Personalized or custom-made products.

    • Perishable goods (e.g., pet food, treats).

    • Hygiene-related items (e.g., grooming tools, beds, mats, or toys once used).

    • Clearance or final sale items.

2. Return Process

  • To initiate a return, please contact us at contact.zoovibe@gmail.com with your order number and details of the product you wish to return.

  • Once your request is approved, we will provide you with the return address and instructions.

  • Please note: return shipping costs are the customer’s responsibility, except in cases where the item was defective, damaged, or incorrect.

3. Refunds

  • After we receive and inspect your returned item, we will notify you by email whether your refund has been approved.

  • If approved, your refund will be processed and automatically applied to your original method of payment within 5–10 business days.

  • Shipping fees paid on the original order are non-refundable, unless the return is due to our error (defective or incorrect item).

4. Exchanges

  • We only replace items if they are defective, damaged, or incorrect.

  • If you need to exchange your product for the same item, contact us within 7 days of receiving your order, and we will provide exchange instructions.

5. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  1. Check your bank account again.

  2. Contact your credit card company or bank (it may take additional time before your refund is officially posted).

  3. If you’ve done all of this and still have not received your refund, please contact us at ontact.zoovibe@gmail.com.

6. Return Shipping Instructions

  • Customers are responsible for using a trackable shipping method.

  • We are not responsible for items lost or damaged during return shipping.

  • Please include your order number and name inside the return package for faster processing.

7. Contact Us

If you have any questions about our Return & Refund Policy, please reach out to our customer service team at:
📩 contact.zoovibe@gmail.com