Refund policy

At Zenvixer, we are dedicated to the health, happiness, and well-being of your furry family members. Because we specialize in pet wellness, care, and lifestyle products, our return policy is designed to ensure both customer satisfaction and the strict safety and hygiene standards required for pets. Please read the following policy carefully before requesting a return.

1. Return Request Window

• All return or issue requests must be submitted within 90 days of delivery.
• Requests submitted after this 90-day period may not be eligible for a refund or replacement.

2. Eligibility for Returns

To qualify for a return, products must fall into one of the two categories below and meet their respective safety guidelines:

• Category A: Pet Supplements & Wellness Products (Our 90-Day Satisfaction Promise)
  • We want your pets to love our wellness products. If you purchased our pet supplements/wellness formulas and your pet dislikes the taste or you do not see results, you are eligible for a refund within 90 days, even if the product has been opened.
• Category B: Pet Gear, Toys, Grooming Tools & Accessories (Strict Hygiene Policy)
  • To prevent the spread of pet illnesses, dander, and pests (such as fleas or ticks), physical items must meet ALL of the following conditions to be eligible for a return:
    • Item must be unused, unwashed, and in its original condition.
    • Item must be free of pet hair, odor, dander, or dirt.
    • Item must be returned in its original packaging with all tags, accessories, and components intact.
    • Any item with a broken hygiene seal (e.g., pet grooming tools, topical treatments) cannot be returned once opened.

3. Non-Returnable Items

For health protection and hygiene safety, the following items are strictly non-returnable once opened, used, or unsealed:

• Opened pet topical treatments (e.g., ear cleaners, paw balms, shampoos, or skin serums).
• Used pet chew toys, feeding bowls, or dental care products.
• Used pet beds, blankets, crates, or apparel showing any signs of pet hair or wear.
• Wearable pet supports, harnesses, or braces after being fitted or used on an animal.

4. How to Request a Return

To start a return request, please contact our dedicated Pet Care Support Team:

• Email: service@zenvixer.com
• Please include:
  1. Order number
  2. Item(s) you wish to return
  3. Reason for return
  4. Photos or videos of the product (especially if the item is damaged, defective, or contains pet-related issues).

Please note: Returns sent back to our warehouse without prior approval may not be accepted or processed.

5. Return Shipping

• Customers are responsible for return shipping costs.
• Original shipping fees are non-refundable.
• If the item received was incorrect, defective, or damaged upon arrival, we will cover the return costs or issue a replacement immediately.

6. Exchanges

If you need a different size for your pet (e.g., harnesses or wearable gear), please contact us at service@zenvixer.com. We will check inventory availability and guide you through the exchange process.

7. Damaged or Defective Items

We stand behind the quality of our pet products. If your order arrives damaged, defective, or missing parts, please notify us at service@zenvixer.com within 90 days of delivery. Include your order number and clear photos of the damage, and we will rush a brand-new replacement or a full refund to you at no extra cost.

8. Pet Health & Safety Notice

For the safety of all pets in our community, we enforce a strict hygiene policy. We cannot accept returns on used physical items that have come into contact with an animal’s saliva, hair, skin, or bodily fluids (unless the product is defective). This prevents cross-contamination and ensures that every Zenvixer customer receives brand-new, safe, and hygienic products for their beloved pets.

9. Lost or Stolen Packages

Once a package is marked as "Delivered" by the carrier, Zenvixer is no longer responsible for lost or stolen packages. If you believe your package is missing despite the delivery status, please contact us and we will assist you in filing a claim with the carrier.

10. Delayed Refunds

If you haven't received your refund yet:

1. Check your bank account or credit card statement again.
2. Contact your financial institution (it may take 3-7 business days for the refund to officially post).
3. If you have completed these steps and still have questions, please reach out to us at service@zenvixer.com.

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Return Address

If your return request has been approved by our support team, please return the goods intact to the following address:

BESTWIPE LTD.

📍 500 W Office Center Dr, Fort Washington, PA 19034, USA

📞 Phone: +1 7622482378

✉️ Support Email: service@zenvixer.com