At ZenPaw, we want you to feel confident ordering from our website: https://zen-paw.com. This Return Policy applies to CoatRestore® only and explains the conditions of our 90-Day Money-Back Policy, including orders placed through our Buy 2 Get 1 Free and Buy 3 Get 3 Free offers.

Please note that opened or used bottles are not refundable. Any eligible refund is calculated only on unopened, fully sealed bottles that retain a refundable value under the conditions below.

1. 90-Day Money-Back Policy

You may submit a return request within 90 days from the delivery date confirmed by carrier tracking, strictly under the conditions detailed below.

Required CoatRestore® Protocol

CoatRestore® is designed for consistent daily use. Because the recommended serving depends on your dog's weight, the number of bottles needed to complete the protocol varies from dog to dog.

To qualify for a return related to product results, CoatRestore® must have been given daily for the full 8-week protocol, equivalent to 56 consecutive days, following the recommended serving for your dog's weight.

Because serving sizes vary by weight, there is no fixed number of bottles that every customer must open or use.

A smaller dog may complete the full protocol using fewer bottles than a larger dog. You are never required to open bottles that are not reasonably needed to complete the 8-week protocol.

Once any bottle has been opened or used, a return request related to product results may only be submitted after the full 8-week protocol has been completed.

Requests submitted before completion of the 8-week protocol are not eligible for a product-results return, except for the specific product-tolerance situations described in Section 3.

Single-Bottle Orders

Depending on your dog's weight and recommended daily serving, a single bottle may not contain enough CoatRestore® to complete the full 8-week protocol.

Eligibility for a product-results return is based on completion of the full 8-week protocol, regardless of the quantity originally purchased.

Customers should therefore select a quantity sufficient for their dog's recommended daily serving when intending to complete the full CoatRestore® protocol.

2. Refund Eligibility

Opened or used bottles are non-refundable.

Only unopened bottles that retain a refundable value under this policy may qualify for a refund.

For an unopened bottle to qualify:

• Unopened Product: The original outer plastic seal must remain fully intact.
• Tamper-Evident Seal: Any security seal must remain unbroken.
• Original Condition: The bottle must be unused and in its original condition.
• Request Window: The return request must be submitted within 90 days of confirmed delivery.
• Authorization: The return must receive prior written authorization from ZenPaw.
• Return Required: All unopened bottles required as part of the approved return must be mailed according to the instructions provided by ZenPaw.

Removing the outer plastic seal is considered opening the product, even if no CoatRestore® has been consumed.

3. Product Tolerance

If your dog experiences vomiting, significant digestive upset, refuses the product, or shows another suspected sign of poor tolerance, stop using CoatRestore® and contact us.

You do not need to continue using CoatRestore® for 8 weeks if you reasonably believe your dog is not tolerating the product.

Product-tolerance cases are reviewed individually and separately from product-results returns.

Contacting ZenPaw because of a suspected tolerance issue does not automatically qualify the order for a refund.

We may request information reasonably necessary to review the situation, including your dog's weight, serving used, symptoms observed, when they occurred, and the number of bottles opened and remaining.

Any refund, replacement or other resolution will be determined after review of the individual circumstances.

If you are concerned about your dog's health, discontinue use and contact your veterinarian.

4. Promotional Bundles

Our promotional offers may include:

Buy 2 Get 1 Free

• 2 purchased bottles
• 1 free promotional bottle

Buy 3 Get 3 Free

• 3 purchased bottles
• 3 free promotional bottles

Free promotional bottles have an individual refundable value of $0.

The amount paid for a promotional bundle is allocated only across the bottles purchased as part of that offer.

For refund calculations, any bottle that has been opened or used is always counted against the purchased bottles first.

This means that using part of a promotional bundle does not create a proportional refundable value across every bottle included in the order.

5. How Bundle Refunds Are Calculated

Buy 2 Get 1 Free

The product amount actually paid for the bundle is allocated across the 2 purchased bottles.

Each purchased bottle therefore represents one-half of the refundable product value originally paid for the bundle. The free promotional bottle has a refundable value of $0.

• If 1 bottle has been opened or used, 1 purchased bottle remains potentially refundable.
• If 2 or more bottles have been opened or used, no purchased bottle remains refundable.
• The free promotional bottle never creates additional refundable value.

To receive any eligible refund, all remaining unopened bottles from the promotional bundle, including the free promotional bottle, must be returned.

A customer cannot keep part of the remaining unopened bundle and request a refund only for selected bottles.

Buy 3 Get 3 Free

The product amount actually paid for the bundle is allocated across the 3 purchased bottles.

Each purchased bottle therefore represents one-third of the refundable product value originally paid for the bundle. The 3 free promotional bottles have a refundable value of $0.

• If 1 bottle has been opened or used, 2 purchased bottles remain potentially refundable.
• If 2 bottles have been opened or used, 1 purchased bottle remains potentially refundable.
• If 3 or more bottles have been opened or used, no purchased bottle remains refundable.
• The 3 free promotional bottles never create additional refundable value.

To receive any eligible refund, all remaining unopened bottles from the promotional bundle, including all free promotional bottles, must be returned.

A customer cannot keep part of the remaining unopened bundle and request a refund only for selected bottles.

6. Free Gifts Included With Promotional Offers

Non-bottle products provided at no additional charge as part of a promotional offer, such as a PawRestore® balm, CoatRake or another promotional gift, have an individual refundable value of $0.

Unless ZenPaw specifically instructs otherwise during the return process, these free gifts do not need to be returned.

They do not increase the amount of any eligible refund.

7. Information Required for a Return Request

To submit a return request, email our support team at hello@zen-paw.com and include:

• Your order number.
• Your dog's approximate weight.
• The number of bottles opened or used.
• The number of bottles remaining unopened.
• A clear photo showing all remaining unopened bottles and their intact seals.
• For a product-results request, confirmation that CoatRestore® was used daily for the full 8-week protocol at the recommended serving for your dog's weight.
• A short description of your experience with CoatRestore®.

ZenPaw may request additional information reasonably necessary to verify that the conditions of this Return Policy have been met.

Providing the information above does not by itself guarantee approval of a refund. Eligibility is determined according to the complete conditions of this policy.

8. Return Authorization Required

All returns require prior written authorization from ZenPaw.

Do not mail any product before receiving written approval and the official return instructions from our support team.

Once a return has been approved, ZenPaw will provide the postal return address directly to the customer.

Products sent without prior authorization, or sent to an address other than the address specified by ZenPaw, may be refused and will not qualify for a refund.

9. Returning Your Unopened Bottles

All unopened bottles required as part of an approved return must be mailed to the return address provided by ZenPaw.

The return address will be communicated directly to the customer after the return request has been reviewed and approved.

Do not send products to any address before receiving official return instructions from ZenPaw.

All required bottles must be returned in one shipment unless ZenPaw provides different written instructions.

A refund will only be processed after the required returned products have been confirmed as delivered and their eligibility has been verified.

10. Return Shipping Costs

Return shipping fees are the sole responsibility of the customer, unless the return results from a documented error on our part or a confirmed product defect.

The customer is responsible for properly packaging and mailing all products required for the approved return to the address provided by ZenPaw.

A tracked postal or shipping service must be used so that delivery can be confirmed.

ZenPaw cannot issue a refund for products that cannot be confirmed as delivered to the authorized return address.

Original shipping charges are non-refundable, except where required by law or where the return results from a documented ZenPaw error or confirmed product defect.

11. Refund Method and Timing

Once the required returned products have been confirmed as delivered and the conditions of the return have been verified, ZenPaw will calculate the eligible refundable product value according to this policy.

Approved refunds are issued to the original payment method within 2 to 7 business days.

Depending on your financial institution, it may take an additional 1 to 5 business days for the credit to appear on your statement.

Opened or used bottles have no refundable value.

Free promotional bottles and free promotional gifts have no refundable value.

Refunds for promotional bundles are based on the amount actually paid for the purchased bottles, as described in Sections 4 and 5.

12. Order Changes After Shipment

Once an order has entered our logistics process, changes or cancellations may no longer be possible.

Customer errors, including an incorrect address, incorrect product quantity selected, or other ordering errors, do not override the conditions of this Return Policy.

13. Damaged Packages and Product Defects

If your parcel arrives visibly damaged, we strongly recommend refusing the delivery whenever possible.

If you accept a damaged parcel, contact us within 2 calendar days and provide:

• A clear photo of the outer packaging and shipping label.
• A photo of the opened package showing the internal protection.
• Clear, high-resolution photos of the damaged products.

ZenPaw will review the issue and, where applicable, submit a claim with the carrier.

Confirmed shipping errors, damaged products and confirmed product defects are handled separately from the standard product-results return conditions described above.

14. Undeliverable Packages

If a parcel is returned because of an incorrect or incomplete address provided by the customer, any eligible refund will be processed once the parcel has been received.

Original shipping costs and any additional carrier charges resulting from the incorrect or incomplete address may be deducted from the refund.

If the customer requests reshipment, additional shipping fees may apply.

15. Applicable Consumer Rights

Nothing in this Return Policy is intended to exclude or restrict consumer rights that cannot legally be excluded or restricted under applicable law.