Refund policy
Return & Refund Policy – Zavero Pets
Last updated: October 30, 2026
At Zavero Pets, we aim to provide quality pet products and a reliable shopping experience. Please read this policy carefully before placing an order.
1. Returns and Cancellations
We do not offer voluntary change-of-mind returns beyond customers’ statutory cancellation rights.
Under applicable Irish and European Union consumer law, customers generally have the right to cancel an online purchase within 14 days of receiving their goods, without giving a reason, unless a legal exception applies.
To exercise this right, customers must clearly notify us of their decision to cancel within the applicable cancellation period.
Customers must return the goods within 14 days after notifying us of their cancellation.
2. Return Shipping Costs
We do not provide free return shipping for change-of-mind returns.
Where permitted by law, customers are responsible for the direct cost of returning goods when exercising their statutory right to cancel, provided the required information has been disclosed before purchase.
Zavero Pets works with international suppliers and fulfilment partners. Depending on the product, returns may need to be sent to an international destination, including China.
Return shipping costs depend on the product, parcel dimensions, weight and destination. Applicable return-cost information must be made available before customers place their orders.
Where goods are faulty, damaged, incorrect or not as described, customers retain their statutory rights, including remedies and return-cost protections required by law.
3. Product Condition
Customers may inspect goods to establish their nature, characteristics and functioning.
Customers may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose.
Where permitted by law, Zavero Pets may make an appropriate deduction from the refund to reflect such diminished value.
Examples of excessive handling may include:
- Pet beds showing significant signs of use.
- Products with stains, strong odours or excessive pet hair.
- Items damaged through use beyond reasonable inspection.
Original packaging and accessories should be included where reasonably possible. Missing packaging alone does not automatically remove statutory cancellation rights.
4. Return Requests
To arrange a return, please contact:
Please include your order number and the reason for your return.
As we work with multiple suppliers, return addresses may vary by product.
Our customer support team will provide the appropriate return instructions and destination.
Please contact us before shipping a return to avoid sending products to an incorrect address.
This process does not restrict your statutory right to cancel an eligible purchase.
5. Damaged, Faulty or Incorrect Products
Customers are encouraged to inspect their orders upon delivery.
If an item arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible.
We may request photographs, an order number and a description of the issue to help us investigate.
Zavero Pets will provide the remedies required under applicable Irish consumer protection law.
Any request to contact us promptly does not reduce customers’ statutory rights.
6. Refunds
For valid statutory cancellations, we will refund the amount paid for the goods and any applicable standard delivery charges.
Additional charges for premium delivery services beyond standard delivery costs are generally not refundable.
Refunds will be made using the original payment method unless otherwise expressly agreed.
Refunds will be issued within 14 days of being informed of a valid cancellation. Where permitted by law, we may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, whichever occurs first.
Any lawful deduction for diminished value may apply.
7. Exchanges
We do not offer complimentary or automatic exchanges for change-of-mind requests.
Any voluntary exchange is subject to our approval and product availability.
This does not affect statutory rights to replacement or other remedies for faulty or non-conforming goods.
8. Non-Returnable Products
Certain products may be excluded from the statutory cancellation right where a specific legal exception applies.
Examples may include:
- Clearly personalised or custom-made products.
- Sealed products unsuitable for return for health or hygiene reasons, where the applicable legal conditions are met and the seal has been broken after delivery.
These exceptions do not remove statutory rights concerning faulty or non-conforming goods.
9. Delivery Problems
If your order is delayed, missing or has not arrived, please contact us at support@zaveropets.com.
We will investigate the matter and provide any remedy required under applicable consumer protection law.
10. Statutory Consumer Rights
Nothing in this policy excludes, restricts or limits any statutory rights available to customers under Irish or European Union consumer protection law.
11. Contact Information
Zavero Pets
Email: support@zaveropets.com
Return instructions and the applicable return destination will be provided according to the product and order.