Refund Policy

📩 Returns & Right of Withdrawal (14 days)

In accordance with articles L221-18 et seq. of the French Consumer Code, you have 14 days from receipt of your order to exercise your right of withdrawal, without having to justify your decision.

How to exercise your right of withdrawal

  1. Send a request to contact@zenopet.fr (or use the form below).
  2. Return the complete product (accessories, instructions, etc.) in its original packaging to the address below, no later than 14 days after your notification.
  3. Return shipping costs are the customer's responsibility, unless otherwise stated.

Refund

In accordance with article L221-24, we refund all payments received (excluding outbound shipping costs if an express method was chosen) within a maximum of 14 days from your notification of withdrawal. We may withhold the refund until the goods are recovered or proof of shipment is provided. The refund is issued to the original payment method.

Reduction in case of depreciation (article L221-23)

The consumer may handle the item to check its nature, characteristics, and proper functioning. In case of use beyond what is necessary (e.g., a brush used leaving obvious marks, heavily damaged packaging), Zen'o'Pet may apply a reduction proportional to the loss in value. If the product is returned unusable, the refund may be refused.

Condition of returned product Indicative refund
New product + intact original packaging 100%
New product + damaged original packaging 80–90%
Used but clean and functional product 60–80%
Dirty, damaged, or unusable product 0–20% (or refusal if unusable)

Excluded products (hygiene)

In accordance with article L221-28, for hygiene reasons, sealed products that have been unsealed after delivery cannot be returned or exchanged. This exception applies only if the product was delivered to you sealed.

đŸ›Ąïž "30-Day Money-Back Guarantee" commercial warranty

In addition to your legal rights, Zen'o'Pet offers a 30-day money-back guarantee commercial warranty. It applies to non-personalized products and does not replace the legal right of withdrawal.

  • Request within 30 days of receipt.
  • Product returned complete with original packaging.
  • Possible reduction in case of use/depreciation (same rules as above).
  • Return shipping costs are the customer's responsibility (except in case of a proven defect).

🧰 Defective / non-conforming products

If your item has a manufacturing defect or is non-conforming, contact us at contact@zenopet.fr with your order number, photos/videos of the defect, and a description of the problem. After verification, we will offer repair, replacement, or refund in accordance with the legal warranties.

Legal warranties

  • Legal warranty of conformity (articles L217-3 to L217-20 of the French Consumer Code).
  • Warranty against hidden defects (articles 1641 et seq. of the French Civil Code).

2-year commercial warranty (optional)

The commercial warranty (if purchased) is an additional service distinct from the right of withdrawal and is non-refundable, unless otherwise required by law. It covers the replacement of the product or parts in case of a manufacturing defect found under normal conditions of use, for 2 years (extendable to 3 years if provided).

Exclusions: improper installation, non-conforming use, negligence, unauthorized interventions, lack of maintenance, use of unsuitable products, damage resulting from improper use, normal wear of replaceable parts.

📄 Model withdrawal form

To the attention of Zen'o'Pet – Customer Service, contact@zenopet.fr

I hereby notify you of my withdrawal from the contract for the sale of the item below:
— Order no.: 







— Received on: 







— First and last name: 







— Address: 







— Email: 







— Date: 







— Signature (in case of notification on paper): 








Have a question? Write to us: contact@zenopet.fr