Informativa sui rimborsi
At Zepawo, we want you and your pet to love every piece you receive from us. If something isn't quite right, we're here to help make it right.
Our 30-Day Return Promise
You have 30 days from the date you receive your order to request a return. To be eligible, items must be:
- In the same condition you received them
- Unused, unworn, and free of pet hair, odours, or signs of wear
- With all original tags attached
- In their original packaging
- Accompanied by your receipt or proof of purchase
For hygiene and safety reasons, we're unable to accept returns on items that have been used by or fitted on a pet, even briefly.
How to Start a Return
To begin a return, please email us at support@zepawo.com with your order number and the reason for your return. Our team will review your request and, if approved, send you detailed return instructions along with the return shipping address.
Please do not send items back before contacting us. Returns sent without prior authorisation cannot be accepted or processed.
Once authorised, returns should be sent to:
Zepawo Returns (SV4 Ventures) Calle Bella Vista 1, La Sima Pobla de Vallbona, 46185 Valencia, Spain
Please note that unless the return is due to our error (damaged, defective, or incorrect item), return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service, as we cannot be responsible for items lost in transit.
Damaged, Defective, or Incorrect Items
We carefully inspect orders before dispatch, but if something arrives damaged, defective, or you've received the wrong item, please contact us at support@zepawo.com within 48 hours of delivery. Please include:
- Your order number
- A clear description of the issue
- Photos of the item and packaging
We'll evaluate the issue promptly and make it right, whether that means a replacement, a full refund, or another solution that works for you. In these cases, return shipping is on us.
Non-Returnable Items
The following cannot be returned:
- Personalised or custom-made items (engraved tags, embroidered products, made-to-order pieces)
- Items marked as final sale or purchased at a discount of 40% or more
- Gift cards
- Consumable pet products (treats, supplements, grooming consumables) once opened
- Items returned in unsanitary condition or showing signs of use by a pet
If you're unsure whether your item qualifies for return, just email us before purchasing or returning, we're happy to clarify.
Exchanges
The quickest way to get the item you want is to return your original purchase and place a new order for the replacement. This ensures you get what you need without waiting for the return process to complete, especially useful if the item you want is in limited stock.
Your EU Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with EU consumer protection law, if you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing any reason.
To exercise this right, contact us at support@zepawo.com with a clear statement of your decision to withdraw. Items must still be returned in their original condition, unused, with tags, and in their original packaging. You'll be responsible for the cost of returning the goods unless the item was defective or incorrect.
Refunds under this right will be processed within 14 days of us receiving the returned item, using the same payment method as your original purchase.
Refunds
Once we receive and inspect your return, we'll notify you by email to let you know whether your refund has been approved.
- If approved: Your refund will be issued to your original payment method within 10 business days.
- Please note that your bank or card provider may take additional time to post the refund to your account.
- Original shipping costs are non-refundable, except in cases where the return is due to our error.
If more than 15 business days have passed since we confirmed your refund and you still haven't received it, please contact us at support@zepawo.com and we'll look into it right away.
Contact Us
For any questions about returns, refunds, or your order, we're just an email away:
Email: support@zepawo.com Response time: Within 1–2 business days
Company details Zepawo is a brand operated by SV4 Ventures, S.L. NIF: ESB19496322 Registered address: Calle Molinell 6, bajo, La Saïdia, 46010 Valencia, Spain