Refund policy

ZeliPet™ 30-Day Risk-Free Refund & Return Policy

Important Risk Mitigation Clause: To uphold our "Only at ZeliPet™: 30-Day Risk-Free Guarantee" marketing promise while protecting the store from fraudulent financial activity, ZeliPet™ does not offer an "itemless refund" or a "keep the product and receive cash" mechanism. For high-tier hardware purchases (such as our SmartCare Self-Cleaning Litter Box), a physical return tracking number or verified product receipt at our designated facility is strictly mandatory before any funds are disbursed.

1.1 Return Windows & Eligibility Requirements
• Standard Returns: Customers have exactly 30 calendar days from the date of confirmed delivery to initiate a return request.
• Item Condition: To qualify for a full refund under our satisfaction program, items must be returned in their original packaging, complete with all components, power adapters, accessories, and instructional manuals. The product must show no signs of physical abuse, neglect, or modifications not explicitly permitted by the manufacturer.
• Sanitation Standard: Given the hygienic nature of automatic pet hardware, physical units must be completely cleaned, emptied of any waste or litter, and thoroughly wiped down before return shipping. Units arriving with biological contaminants will be subject to a strict 20% sanitation and restocking deduction from the final refund amount.

1.2 Damage Upon Arrival (DOA) & Transit Failures
If a premium product arrives physically damaged, cracked, or functionally compromised due to rough postal transit handling, it is classified under our Transit Failure Guarantee:
1. The customer must contact official support via email within 48 hours of the delivery timestamp.
2. Clear photo or video evidence detailing the delivery package degradation and the physical product anomaly must be attached to the claim.
3. Resolution Strategy: Upon operational verification, ZeliPet™ will immediately dispatch a brand-new replacement unit with prioritized expedited shipping at zero cost to the customer. Refunds are not issued for items damaged in transit; the standard resolution is direct product replacement. This prevents bad-faith actors from intentionally reporting damage to exploit cash payouts.

1.3 The Return Process & Return Freight Costs
To officially process a return request, customers must adhere to the structured logistical path outlined below:
• Contact our VIP support team at support@zelipet.com to formalize the request. Once validated, a Return Merchandise Authorization (RMA) sheet and the correct regional warehouse delivery address will be issued.
• Return Shipping Costs: For change-of-mind returns or standard 30-day home trial utilization, the buyer is fully responsible for arranging and paying for return carrier postage. We highly recommend using a tracked shipping option (e.g., FedEx, UPS, DHL) as ZeliPet™ cannot be held responsible for return shipments lost in network transit.

1.4 Refund Processing Timelines
Once the return package safely passes scanning verification at our fulfillment hub, it undergoes technical assessment within 3 business days. Approved refunds are credited directly back to the original funding vector (Visa, Mastercard, American Express, or PayPal). Financial processing networks typically require 5 to 7 business days to reflect the balance adjustment on the customer’s statement.