Return Policy

Last Updated: October 18, 2026

At Zoripaw, we want you and your pet to be happy with your purchase. We offer a 180-day return window from the date you receive your order, subject to the terms and conditions outlined below.

Please read this Return & Refund Policy carefully before requesting a return. All returns must be approved by our customer service team before any item is shipped back to us.

1. Return Window

You may request a return within 180 calendar days from the date you receive your order.

To qualify, you must contact our customer service team within this 180-day period and obtain return authorization before sending the item back.

The 180-day period begins on the delivery date, not the order date or shipping date.

Returns sent without contacting our customer service team and obtaining prior authorization will not be accepted, except where otherwise required by applicable law.

2. Return Eligibility

To be eligible for a return, the item must meet the following conditions:

The item must be unused, unwashed, clean, and in its original condition.
The item must be free from pet hair, odors, stains, and signs of use.
All original components, accessories, and included items must be returned.
The item should be returned in its original packaging, where reasonably available.
You must provide your order number or other valid proof of purchase.
The return request must be submitted within the 180-day return window.

Because our products are intended for pets, items showing signs of use, washing, pet hair, odors, or stains may not qualify for a change-of-mind return.

Custom-made or personalized items, if offered, may not be eligible for return unless they are defective, damaged, incorrectly supplied, or otherwise covered by applicable law.

These restrictions do not limit your rights regarding defective, damaged, or incorrectly supplied products under applicable law.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact our customer service team as soon as possible.

Please provide:

Your order number.
A description of the problem.
Clear photographs or videos showing the issue, if applicable.

Our team will review your request and provide instructions for the next steps. Depending on the circumstances, we may offer a replacement, an appropriate refund, or another suitable resolution.

For verified cases involving damaged, defective, or incorrectly supplied products, Zoripaw will cover the applicable return shipping costs.

Please do not ship the item back until our customer service team has reviewed your request and provided instructions.

4. How to Request a Return

You must contact customer service before returning any item. We do not accept unauthorized returns.

Please follow these steps:

Step 1: Contact us

Email service@Zoripaw.com with the subject line "Return Request" and include your order number, the reason for the return, and photographs if relevant.

Step 2: Wait for approval

Our customer service team will review your request and confirm whether your return is eligible.

Step 3: Follow the return instructions

If your return is approved, we will provide the necessary return instructions. Please follow the instructions provided by our team.

Step 4: Ship the item back

Send the item using the approved return method and to the designated return address specified in our instructions.

Please do not send any item back before receiving return authorization.

Packages returned without prior contact and approval may be refused or returned to the sender. Shipping costs incurred for unauthorized returns will not be reimbursed, except where required by applicable law.

5. Return Address

Our designated return address is the registered business address stated on our business license.

Company Name: Shenzhen Xiannairi Technology Co., Ltd.

Registered Business Address and Return Address:

Room 15B05A, 15th Floor, Tower 2, Yicheng Huanzhi Center, at the Intersection of Renmin Road and Bayi Road, Jingxin Community, Longhua Subdistrict, Longhua District, Shenzhen, Guangdong, China.

This address serves as both our registered business address and our designated return address.

Important: You must contact customer service and obtain approval before shipping any return to this address. Do not send packages without prior authorization. If our customer service team provides additional delivery instructions for your approved return, please follow those instructions.

6. Return Shipping Costs

Zoripaw offers free return shipping for eligible returns approved under this policy within the 180-day return window.

After your return is approved, our customer service team will provide the applicable return shipping label or instructions for arranging the approved return shipment at no return shipping cost to you.

Please do not arrange return shipping independently before receiving approval. Shipping costs incurred through unauthorized return methods will not be reimbursed, except where required by applicable law.

Original shipping charges paid at checkout are separate from return shipping costs. Any refund of original shipping charges will be handled according to the reason for return and applicable law, and confirmed during the return authorization process.

7. Refund Processing and Payment Method

Once we receive your returned item, our team will inspect it to verify that it meets the applicable return conditions.

We will notify you of the outcome of the inspection and whether your refund has been approved.

If approved:

The refund will be issued to your original payment method.
We will generally process the refund within 5–10 business days after receiving and inspecting the returned item.
The time it takes for the refunded amount to appear in your account depends on your bank, card issuer, or payment provider.

Please note that our processing time does not include any additional time required by your financial institution.

If your refund has been approved but has not appeared in your account after the applicable processing period, please contact your payment provider first. You may also contact us at service@Zoripaw.com for assistance.

8. Exchanges

If you would like to exchange an item, please contact our customer service team before sending anything back.

Exchanges are subject to product availability and approval. Our team will explain the available options and provide the appropriate instructions.

Do not ship an item for exchange without prior authorization.

9. Returns That Do Not Meet the Conditions

We reserve the right to decline returns that do not meet the eligibility requirements of this policy, subject to applicable law.

Examples include:

Items returned after the applicable return window.
Items showing signs of use, washing, pet hair, odors, or stains when the return is based on a change of mind.
Items missing essential components or showing damage caused by misuse or improper handling after delivery.
Items sent back without contacting customer service and obtaining prior authorization.

If a return is declined, we will inform you of the reason. Nothing in this section limits any rights you may have under applicable consumer protection laws.

10. Contact Information

If you have any questions about returns, refunds, or exchanges, please contact us using the details below.

Brand: Zoripaw

Website: https://Zoripaw.com

Company: Shenzhen Xiannairi Technology Co., Ltd.

Responsible Person: Yan Haokun

Registered Business Address and Return Address:

Room 15B05A, 15th Floor, Tower 2, Yicheng Huanzhi Center, at the Intersection of Renmin Road and Bayi Road, Jingxin Community, Longhua Subdistrict, Longhua District, Shenzhen, Guangdong, China.

Email: service@Zoripaw .com

Phone: +86 13717591889

Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM PDT.

We aim to assist our customers with clear return instructions and timely refund processing. Please contact us before sending any item back so we can help you complete the process properly.

Zoripaw is operated by Shenzhen Xiannairi Technology Co., Ltd.