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 our standards for refunds and returns, including our 90-day money-back protocol starting from the delivery date (carrier tracking)

1. 90-Day Money-Back Policy

You may request a refund within 90 days from the delivery date, strictly under the conditions detailed below.

Mandatory Protocol Condition: To qualify for a refund under this guarantee, the customer must have completed the protocol by using a minimum of 3 bottles. This ensures the product has been tested according to our recommended guidelines.

2. Refund Eligibility

You are eligible for a refund ONLY if all the following conditions are met for the returned items:

• Unopened Product: The original plastic seal (blister) around the bottle must be fully intact.
• Tamper-Evident Seal: Any security seal must be unbroken.
• Original Condition: Returned in original packaging, complete, clean, and in perfect resellable condition.
• Request Window: Your formal request must be submitted within 90 days of delivery (carrier confirmation).

Note: We do NOT accept returns or refunds for products that have been opened, even if only the outer plastic wrap has been removed.

3. Return Authorization Required

All returns require prior written approval from our team. Returns sent without a valid authorization will be refused and will not be eligible for a refund.

4. How to Start a Return

Email our support team at hello@zen-paw.com to submit your return request. Please include your order number. Once approved, we will provide the official return address and detailed shipping instructions.

5. Return Shipping Costs

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

6. Refund Method and Timing

After we receive, inspect, and approve the returned items at our warehouse, we issue the refund 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.

7. Order Changes After Shipment

Once an order has entered our logistics process, no changes or cancellations can be made. Returns due to customer error (wrong address, wrong item selected) are handled under the standard return conditions mentioned above.

8. Damaged Packages and Delivery Issues

If your parcel arrives visibly damaged, we strongly recommend refusing the delivery. It will be returned to us at no cost to you, and we will issue a full refund upon receipt.

If you accept a damaged parcel, you must contact us within 3 calendar days and provide:

• Clear photo of the outer packaging and shipping label.
• Photo of the opened box showing the internal protection.
• High-resolution photos of the damaged items.

We will file a claim with the carrier (process may take up to 20 days) before issuing the final refund.

9. Returned Packages (Undeliverable)

If a parcel is returned due to an incorrect/incomplete address provided by the customer, a refund will be issued minus the initial shipping costs once the item is received back at our location. Reshipping requests will incur new shipping fees.

10. Final Sale Items

Only regularly priced items are eligible for refunds. Discounted items, bundles with special pricing, or "sale" items are considered Final Sale unless the product is defective.

11. More Information

Please review our Terms of Service and Shipping Policy.