Refund policy
Refunds, Returns and Replacements
At ZENZIE, we want you and your pet to love every purchase. If there is an issue with your order, please contact us, and we will work with you to find a fair solution.
Change of Mind Returns
If you change your mind about a purchase, you may request a return within 14 days of receiving your order.
Please contact our support team to obtain the correct return address before shipping your item.
Please do not return items to the original sender address shown on the package. Returns sent without prior approval or to the wrong address may not be accepted.
To be eligible for a return, the item must:
- be unused, free of pet hair/odour, and in its original and resaleable condition.
- be returned in its original packaging
- include all accessories, tags, manuals, and components.
- not be damaged, damaged, altered, washed, assembled incorrectly due to customer handling.
For change-of-mind returns, customers are responsible for return shipping costs. Any original shipping fees paid by the customer are non-refundable for change-of-mind returns, unless otherwise required by applicable law.
Once the returned item has been received and inspected, ZENZIE will notify you of the approval or rejection of your refund. Approved refunds will be credited to your original payment method or as store credit, depending on the circumstances.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible, ideally within 7 days of receiving your order, so we can review the issue quickly and preserve the necessary evidence.
To help us assess your claim, please provide the following where available as it helps us review you request quickly:
- Your order number.
- Clear photos and/or videos of the item showing the damage or defect, or incorrect item.
- Clear photos of the item from multiple angles.
- A clear photo of the shipping label on the original packaging.
- Photos of the outer packaging and any visible damage to the parcel.
- A brief description of the issue.
Upon receiving your request and complete evidence, we will review it and inform you of the result within 2-3 business days.
Please keep the item, its original packaging, labels, tags, accessories, manuals, and components until your claim have been reviewed. We may ask you to return the item or provide additional evidence before a refund, replacement, or store credit is approved.
ZENZIE may decline a claim where the issue appears to have been caused by customer handling, misuse, accidental damage, pet damage, normal wear and tear, washing or cleaning damage, improper assembly, unauthorised modification, or where the evidence provided is insufficient to verify the issue.
If your claim is approved, we will provide a fair remedy based on the nature of the issue and applicable consumer protection laws. This may include a replacement, refund, repair where appropriate, or store credit if you choose to accept it.
Where you are legally entitled to choose a refund or replacement, ZENZIE will not require you to accept store credit instead.
If not approved, we will provide you the specific reason (e.g. insufficient evidence or non-compliance with the return/exchange policy). If the issue is due to reasons unclear photos or insufficient evidence, you may resubmit after providing additional evidence.
This section does not limit any rights or remedies you may have under applicable consumer protection laws.
Lost Packages
If the tracking information has not been updated for more than 30 days, we will consider the package lost and process it for you.
If your package appears lost in transit, please contact us, and we will work with the shipping carrier to investigate.
If a shipment is confirmed lost in transit through no fault of the customer, we will offer a replacement or refund. Store credit may also be offered if you choose to accept it.
Delivery Delays
Delivery times are estimates only and are not guaranteed. The total time to receive your order includes our processing time (preparing your order) plus the shipping time (transit from our warehouse to your door).
Unexpected delays may occur due to:
- Customs clearance procedures
- Weather events or natural disasters
- Carrier disruptions or strikes
- Public holidays (both in the origin and destination country)
- Peak shopping periods (e.g. Christmas)
- Circumstances outside ZENZIE's control
Please note that delivery delays alone do not automatically qualify for a refund or compensation. However, if your order cannot be fulfilled within a reasonable timeframe, or if a remedy is required under applicable consumer protection laws, we will work with you to provide an appropriate resolution.
Order Cancellations & Modifications
We aim to process and ship orders as quickly as possible. Therefore, orders may only be cancelled or modified before they enter the processing stage.
Personalised, custom-made, made-to-order, or pre-order items may not be cancelled once submitted to our fulfilment partner.
Once an order status has moved to "Processing," "Packed," or "Dispatched," we are unable to cancel the order or make any changes to the items or shipping address.
If a cancellation request is received and approved before processing begins, a full refund will be issued to your original payment method. If your order has already been processed, you may follow our return policy once the item arrives.
Non-Returnable Items
For hygiene, safety, and product integrity reasons, the following items cannot be returned for change-of-mind reasons unless required by applicable consumer protection laws or unless the item is damaged, defective, incorrect, or not as described:
- Used products (including items with pet hair, odours, or signs of wear)
- Opened consumables (such as pet treats, supplements, or grooming liquids)
- Personalised or custom-made products (including engraved tags or custom-printed items)
- Gift cards
- Items marked as "Final Sale" or non-returnable, except where a refund, replacement, or other remedy is required by applicable consumer protection laws.
- Items not in their original packaging or missing parts
Incorrect Shipping Information
Customers are responsible for ensuring that shipping information is accurate and complete at checkout.
ZENZIE is not responsible for orders that are lost or delivered to an incorrect address provided by you (customer).
This does not apply where the issue was caused by an error by ZENZIE, our fulfilment partner, or the shipping carrier after the customer provided correct and complete shipping information.
Once an order has entered the processing or dispatched stage, we are unable to modify the shipping address.
If a package is returned to our warehouse due to an incorrect address, the customer will be responsible for any additional shipping fees incurred to re-ship the order. Please note that original shipping fees are non-refundable in these cases.
Refund Processing Time
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Payment processing for orders made through ZENZIE is facilitated by Shopify Payments. In the event of a payment dispute or chargeback, the terms and conditions of Shopify Payments will apply. For more information, please refer to Shopify's Terms of Service.Shopify's Terms of Service
Monetary Refund
Approved refunds will be processed back to your original payment method or store credit. Please allow 5-10 business days for the refund (back to your original payment method) to appear in your account, depending on your payment provider or financial institution.
If you haven't received your refund after 10 business days, we recommend contacting your bank or credit company first.
Replacement
A new tracking number will be provided once the replacement item has been dispatched.
Store Credit
In some circumstances, ZENZIE may offer store credit as an optional resolution. If you are legally entitled to a monetary refund, we will not require you to accept store credit instead. Store credit will only be issued where it is appropriate or where you choose to accept it.
Store credit will be issued to your account immediately upon approval.
If you choose to accept store credit, the credit will be applied to your ZENZIE customer account and may be used toward future purchases on our website.
To redeem your store credit, simply log in to your customer account using the same email address used to place your original order.
If you do not yet have a customer account, you can create one using the same email address, and any available store credit will be associated with that account.
Store credit is non-transferable, cannot be exchanged for cash, and may only be used for purchases made through ZENZIE.
Unless otherwise stated, store credit does not expire.
We will notify you via email once your resolution has been processed.
Consumer Rights
Nothing in this policy limits, excludes, or modifies any rights or remedies available to you under applicable consumer protection laws, including the Australian Consumer Law (ACL), the New Zealand Consumer Guarantees Act (CGA), and the U.S. federal and state consumer protection regulations.
In the event of a "major failure" as defined by these laws, you may be entitled to a replacement or refund. Our policy is designed to operate alongside these statutory protections to ensure a fair resolution for all parties.
Contact Us
For refund, return, or replacement requests, please contact:
hello@byzenzie.com
Please include your order number and a description of the issue so we can assist you as quickly as possible.