Refund policy

Return and Refund Policy

At Zorvia Pets, we want you and your pet to be completely happy with your purchase. If something isn't right, we're here to help.

Return Window

You may request a return within 30 days of the date your order was delivered. The delivery date is the date the carrier marked your package as delivered.

Requests made after 30 days cannot be accepted.

Conditions for Returns

To be eligible for a return, the item must be:

Unused and in the same condition you received it
In its original packaging with all tags, labels and accessories included
Accompanied by your order number

Items that have been used, washed, damaged by the customer, or are missing parts cannot be returned unless they arrived defective or damaged.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned once opened or used:

Pet food, treats and consumables
Grooming products that have been opened
Personalized or custom-made items
Gift cards

These exclusions do not apply where a return or refund is required by applicable law.

How to Start a Return

Email us at support@zorviapets.com with your order number, the item(s) you wish to return and the reason for the return.
We will respond within 1 business day with return instructions and the return shipping address. Please do not send items back before receiving these instructions, as we work with multiple fulfillment locations and returns sent to the wrong address cannot be processed.
Ship the item back using a trackable shipping method and send us the tracking number.

Return Shipping Costs

Defective, damaged or incorrect items: We cover all return shipping costs. In many cases we can resolve the issue with a replacement or refund without requiring the item to be returned.
Change of mind or ordered by mistake: The customer is responsible for the return shipping cost. The original order was shipped free of charge, so no original shipping cost is deducted from your refund.

There are no restocking fees.

Refunds

Once we receive and inspect your return, we will notify you by email.

If approved, we will issue your refund to your original payment method within 5 business days of approval.

After the refund has been issued, your bank or payment provider may take an additional 5–10 business days to make the funds available in your account.

If a refund is not approved, we will explain the reason by email.

Exchanges

We do not offer direct exchanges.

If you would like a different size, color or product, please return the original item for a refund and place a new order.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or you received the wrong item, contact us within 7 days of delivery at support@zorviapets.com with your order number and photos of the item and packaging.

We will send a replacement or issue a full refund at no cost to you.

Order Cancellations

Orders can be cancelled free of charge within 1 hour of being placed.

After 1 hour, the order may already be processed and can no longer be cancelled. In that case, you may return the item under this policy once it has been delivered.