Return and Refund Policy

At Zelmaviaru, your satisfaction — and your pet’s everyday comfort — are our top priorities.
If something isn’t quite right with your order, we’re here to help.

1. Return Eligibility & Timeframe

We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return:

  • The item must be unused and in the same condition as received

  • All original packaging and tags must be included

  • Proof of purchase, such as an order confirmation or receipt, is required

2. How to Start a Return

To initiate a return, please contact us at:

support@zelmaviaru.com
+1 (628) 244-8659

If your return request is approved:

  • We will provide a return shipping label

  • You will receive detailed instructions on how and where to send your package

Important:
Items sent back without prior authorization will not be accepted.

3. Damages, Defects & Incorrect Items

Please inspect your order upon arrival.

If your item is:

  • Defective

  • Damaged

  • Incorrect

Please contact us immediately at support@zelmaviaru.com, and we will review the issue and work to resolve it as quickly as possible.

4. Exceptions / Non-Returnable Items

The following items are non-returnable:

  • Perishable goods, including pet food, treats, or supplements

  • Custom or personalized products

  • Personal care or hygiene items

  • Hazardous materials, flammable liquids, or gases

  • Original shipping fees paid at checkout

We also do not accept returns for:

  • Sale or clearance items

  • Gift cards

If you’re unsure whether your item qualifies, please contact us before submitting a return request.

5. Exchanges

We do not offer direct exchanges.

The fastest way to receive a replacement item is to:

  1. Return the original item once the return has been approved

  2. Place a new order separately

This helps ensure quicker processing and delivery.

6. European Union – 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without providing justification.

Returned items must:

  • Be unused and in their original condition

  • Include all original packaging and tags

  • Be accompanied by proof of purchase

7. Refunds

Once we receive and inspect your return:

  • We will notify you whether your refund has been approved or rejected

  • Approved refunds will be issued to your original payment method within 10 business days

Please note:

  • Banks and credit card providers may require additional time to process and post the refund

  • If 15 business days have passed since your refund was approved and you have not received it, please contact us at support@zelmaviaru.com

8. Refused Shipments & Dispute Resolution

If you wish to cancel an order or request a refund, please contact us at support@zelmaviaru.com as soon as possible.

Please do not initiate a chargeback with your bank before contacting us, as this may significantly delay the resolution process.

We are committed to resolving legitimate concerns directly, fairly, and efficiently.

9. Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank account again

  2. Contact your credit card company, as posting times may vary

  3. Contact your bank, as processing delays can occur

If you’ve completed all these steps and still have not received your refund, please contact us at support@zelmaviaru.com.

10. Return Address

A return shipping label and prior authorization from us are required before sending any items.

Return Address:

HONGKONG SINOWE LIMITED
ROOM D, 10/F., TOWER A, BILLION CENTRE
1 WANG KWONG ROAD, KOWLOON BAY
HONG KONG

Please do not send any return package to this address without first contacting support@zelmaviaru.com and receiving return authorization and shipping instructions.