At Zeloravianex, we want you and your pets to be completely satisfied with your purchase. We select high-quality ergonomic pet beds, cozy heated mats, and comfort sleep furniture designed to support the comfort of dogs and cats. If a product does not meet your expectations, we offer a transparent and supportive return process.
Return Window & Eligibility
We provide a 30 calendar day return window, starting from the day your package is delivered.
To ensure the strict health, hygiene, and safety standards required for pet products, all returned pet beds, mats, and furniture must be in brand new, unused, and unwashed condition. The items must be completely free of pet hair, dander, moisture, scratches, or pet odor, and must be returned in their original packaging with all product inserts and tags intact. Items that show signs of animal use or intentional damage cannot be accepted for a refund due to cross-contamination risks.
How to Initiate a Return
To start a return, please contact our support team at service@zeloravianex.com. Prior to shipping your package, you must obtain a Return Merchandise Authorization (RMA) number and the verified destination address for our returns warehouse. Please note that our administrative office is not equipped to process or receive product returns. Returns shipped without an approved RMA number may experience severe tracking delays or refusal at the facility.
Once you obtain your RMA and the correct warehouse address, please secure your item in its original packaging and ship it back using a trackable courier service.
Return Shipping Costs
Responsibility for shipping fees is determined by the specific reason for the return:
For damaged, defective, or incorrect products (Merchant Responsibility): If your product arrives damaged or incorrect, we will cover all return shipping costs. Please contact us with clear photographs of the issue within 48 hours of delivery, and we will provide a pre-paid shipping label.
For personal preference or change of mind (Buyer Responsibility): If you decide you no longer need the product, or chose the wrong size/color for your pet, you are responsible for paying the actual return shipping fees.
Restocking Fees
We believe in a transparent and fair returns process. There is a $0.00 restocking fee on all eligible, authorized returns. You will not face any hidden administrative charges for returning your items.
Refund Process & Timeline
Once your return is received and inspected at our designated facility, please allow 1-3 business days for our warehouse team to verify that the item meets our standard hygiene and resale conditions.
Once the inspection is completed, an official refund confirmation will be sent to your email address. The approved refund amount will be automatically credited back to your original payment method. Depending on your financial institution’s processing procedures, please allow 5-10 business days for the credit to appear on your bank or credit card statement.
Order Cancellations & Fraud Prevention
If you wish to cancel an order after placement, please submit a cancellation request within 12 hours of purchase by emailing service@zeloravianex.com. Once an order has been forwarded to our fulfillment network and shipped, it can no longer be canceled. However, you are welcome to initiate a standard return according to this policy once the package arrives.
To safeguard our services, we reserve the right to decline refunds or exchanges in verified cases of return fraud, including the intentional physical destruction of merchandise, deliberate substitution of items, or missing critical structural components.
