Return & Exchange Policy

1. The pet product has inherent quality problems or manufacturing defects (verified by the Company), such as damaged pet toys, expired pet food, defective pet grooming supplies;
2. The pet product is damaged during transportation (excluding human-caused damage) and the damage is documented with photos/videos (especially for fragile pet products such as pet bowls, water fountains);
3. The wrong pet product or incorrect specifications are delivered (the received product does not match the order details), and the product is kept in its original condition without affecting secondary sales.

Exceptions to the 7-day No-reason Return Policy

1. Custom-made pet products (designed and produced according to the customer's specific pet size and requirements, such as custom pet beds, collars);
2. Pet food, snacks, health care products and other consumable products that have been opened or used (returns are only accepted if the product is unopened, expired or has quality problems);
3. Pet products with wear, scratches, damage or deformation to the main body, functional parts or accessories (excluding transportation damage), such as used pet collars, leashes, toys;
4. Pet products with lost, damaged or incomplete outer packaging (excluding normal unpacking for inspection), which affects the secondary sales of the product;
5. Pet products that are not suitable for return due to their nature (e.g., pet disposable products, pet hygiene products), and such non-returnable terms have been clearly indicated on the product sales page and confirmed by you at the time of purchase;
6. Other circumstances where the pet product is not in its original condition or has been damaged, resulting in inability to resell the product as a new item.

How to Apply for a Return or Exchange

1. Return/Exchange for Personal Reasons: If you wish to return or exchange pet goods for personal reasons (excluding quality problems, transportation damage or wrong delivery), you must submit a return application to our after-sales service center via email within 7 days from the date of receipt of the goods. The returned pet products must be kept in their original unused, unopened condition with all packaging, tags and accessories intact, and shall not affect secondary sales (especially for pet food and snacks). Our after-sales customer service team will review and confirm your return request within 1-3 working days after receiving your email. All shipping and handling costs for the return/exchange shall be borne by the customer;
2. Return/Exchange for Quality/Logistics Reasons: If you need to return or exchange pet products due to product quality problems, transportation damage or wrong delivery, please send an email to our official after-sales service email (service@mail.zenthune.com) within 7 days from the date of receipt of the goods, and attach photos/videos of the pet product problem and the order details for verification. For pet food with quality problems, please provide the product batch number and photos of the quality problems. Our customer service team will review and approve your application within 1-3 working days after receiving your email. All shipping and handling costs for the return/exchange shall be fully borne by the Company;
3. Return and Refund Processing: For eligible return applications, please contact the designated courier company to return the pet goods within 7 days from the date of application approval. After the courier company receives and verifies the returned pet products, they will notify the Company of the return status. The Company will process the full refund for your pet product order within 15 working days after receiving the returned goods and confirming their condition. For pet food and snacks with quality problems, we will expedite the refund process.