Refund & Return Policy

Effective Date: February 24, 2025

At ZENTOPIX, we value our customers and stand by the quality of our premium pet food products. We understand that sometimes returns and refunds may be necessary, and we are committed to providing a fair and transparent policy to ensure your satisfaction. Please review the details below to understand our return and refund process.

1. Eligibility for Returns & Refunds

We want you and your pet to be completely satisfied with your purchase. If you are not happy with your order, you may be eligible for a return or refund under the following conditions:

  • The product must be in its original condition – unopened, unused, and in its original sealed packaging.
  • The return request must be submitted within 30 days from the date of purchase.
  • The item must have been purchased directly from our official website (www.zentopix.xyz).
  • For damaged or defective items, customers must notify us within 48 hours of delivery and provide photographic evidence.

📌 Important Note:

  • If you received the wrong product, we will cover all return shipping costs and send the correct item as quickly as possible.
  • If the product was purchased through third-party retailers, please refer to their refund and return policy.

2. Non-Returnable & Non-Refundable Items

While we strive to provide the best customer experience, certain products cannot be returned or refunded, including:

❌ Opened or partially used products – We cannot accept returns on products that have been opened due to hygiene and safety reasons.
❌ Custom orders or personalized items – Any special-made products cannot be refunded.
❌ Final sale or clearance items – Discounted and promotional items are non-refundable.
❌ Products damaged due to mishandling – We are not responsible for items that are damaged due to improper use, storage, or exposure to moisture.

3. Return Process – Step-by-Step Guide

If you are eligible for a return, please follow these simple steps:

Step 1: Contact Our Customer Support

Send an email to contact@zentopix.xyz with the following details:

  • Order number
  • Reason for return
  • Photos (if applicable) – for defective or damaged products

Step 2: Receive Return Instructions

Once our team reviews your request, we will send you the return shipping instructions. If your return is approved, you will receive an RMA (Return Merchandise Authorization) number.

Step 3: Pack & Ship Your Item

  • Ensure the product is securely packed in its original box to prevent damage during transit.
  • Clearly label the RMA number on the package.
  • Ship the package to the return address provided in the approval email.

🚨 Important: Customers are responsible for return shipping costs unless the item is defective or incorrect. We recommend using a trackable shipping service to avoid lost packages.

4. Refund Policy – How We Process Refunds

Once we receive your returned item, we will process your refund under the following conditions:

💰 Full Refund: If the product is returned in its original, unused condition, we will issue a full refund to your original payment method.
💳 Partial Refund: If the product packaging is slightly damaged but the product remains unopened, we may offer a partial refund depending on the condition.
❌ No Refund: If the item does not meet our return conditions (e.g., opened, expired, or damaged due to improper storage), a refund will not be issued.

Refund Processing Time

  • Refunds will be processed within 7-10 business days after we receive the returned item.
  • Depending on your bank or payment provider, it may take an additional 3-5 business days for the refund to appear in your account.

If you have not received your refund after 10 business days, please:
✔️ Check your bank statement.
✔️ Contact your credit card company (as refunds may take time to reflect).
✔️ Reach out to our team at contact@zentopix.xyz.

5. Damaged, Defective, or Incorrect Orders

We take quality control seriously and ensure every product is carefully packaged. However, in the rare case you receive a damaged, defective, or incorrect item, we will:

✅ Provide a free replacement or offer a full refund.
✅ Cover the return shipping costs.
✅ Request photo evidence to speed up the claim process.

📌 How to Report an Issue:

  • Email us at contact@zentopix.xyz within 48 hours of receiving your order.
  • Attach clear photos showing the damage or incorrect item.
  • We will resolve the issue as quickly as possible.

6. Exchanges – Can I Exchange a Product?

At this time, we do not offer direct exchanges. If you would like to exchange an item, please follow the return process and place a new order for the desired product.

7. Late or Missing Refunds

If you haven’t received your refund within 10 business days, please:
🔹 Check your bank account for pending transactions.
🔹 Contact your credit card provider, as it may take additional processing time.
🔹 Reach out to us at contact@zentopix.xyz for further assistance.

8. Need Help? Contact Us!

We are here to assist you with any refund or return inquiries. If you have any questions, feel free to reach out:

📍 Address: 2909 Davis Lane, Centennial, Colorado, United States
📞 Phone: +1 720-333-5350
📧 Email: contact@zentopix.xyz
🌐 Website: www.zentopix.xyz