Refund policy

  Warranty, Return & Refund Policy

Thank you for choosing ZELLAR. We strive to provide high-quality products and excellent customer service. All our products undergo strict testing by our quality inspection team before shipment.

If you have any questions, concerns, or need to initiate a return, please contact our professional customer service team at support@zellarpet.com. You will receive a response within 48 hours.

1. 30-Day Return & Refund Policy

We want you to be 100% satisfied with your purchase. Products can be returned for a full refund or exchange within 30 days of receipt.

  • Product Condition: Returned items must be in their original condition and packaging.

  • Processing Time: Refunds will be processed within 7 working days after we receive, review, and validate the condition of the returned item.

2. Return Shipping & Fees: Who Pays?

2.1 When ZELLAR Covers Return Shipping Costs

We will cover the return shipping costs or offer a free exchange/replacement part if the item is confirmed to be damaged, defective, or sent in error. Eligible cases include:

  • The item arrived defective and cannot be fixed with a replacement part.

  • We shipped the wrong item, shipped it to the wrong address, or sent a duplicate order.

  • The item malfunctioned during the 30-day return period (assuming the item was assembled properly per the instruction manual).

⚠️ IMPORTANT EVIDENCE REQUIREMENT:

  • You MUST provide sufficient photos or videos to support your claim of a damaged or defective item prior to returning it. No exceptions.

  • Failure to provide sufficient proof will result in the return being treated as "Buyer's Remorse." In this case, the customer will be responsible for the return shipping costs and a 15% restocking fee.

  • If the issue with a damaged/defective item can be resolved with simple parts and technical support, we may offer free replacement parts and repair advice instead of a full return.

2.2 When the Customer Covers Return Shipping Costs

If the return is due to customer error or change of mind, return shipping is the customer's responsibility. The original shipping and handling costs will be deducted from your final refund. Examples include:

  • Buyer's Remorse: "No reason," "no longer want," or general dissatisfaction with product performance/expectations.

  • Ordering Errors: Accidental purchases, buying too many items, or buying the wrong item.

  • Sizing/Fitting Issues: The item does not fit correctly or was bought based on a misinterpretation of the product description.

  • Address Errors: The customer provided an incorrect shipping address.

  • Order Cancellation After Shipment: (See Section 5 for details).

3. One-Year Warranty Policy

Our standard manufacturer's warranty period is five year from the date of sale.

  • During this period, if the item becomes faulty or malfunctions due to quality issues, ZELLAR will repair the product or send replacement parts/goods.

  • Refunds are typically not provided under the warranty period after the initial 30-day window has closed, unless mutually agreed upon by Zellar and the customer.

4. Step-by-Step Exchange Flow

To initiate an exchange, please strictly follow these steps:

  • Step 1: Contact us at support@zellarpet.com to explain your issue, provide details, and confirm the approved solution.

  • Step 2: Provide your contact details and send us a picture of the item prepared for return along with the tracking number. (Note: Maintenance or repair fees may apply depending on warranty coverage).

  • Step 3: We will confirm the return, inspect the item, and diagnose the problem upon receipt.

  • Step 4: We will send the replacement or repaired item back to you.

5. Order Cancellation & Return Address

Order Cancellation

  • Before Shipment: Orders can be canceled for a full refund before they leave our warehouse by contacting us immediately at support@zellarpet.com.

  • After Shipment: If the order has already been shipped, it cannot be canceled. The customer must receive the item and return it for a refund under our standard Return Policy (return shipping costs will apply).

Return Address

  • Please DO NOT send items back to the address on your shipping label. Always contact customer service at support@zellarpet.com first to obtain the correct, authorized return address.

We value your satisfaction and are here to assist you with any concerns regarding your ZELLAR products. Thank you for your cooperation and understanding!