Returns, Exchanges & Refunds

At ZUPNORIVA™, we want every purchase to feel straightforward and dependable.

If something is not quite right with your order, this policy explains how returns, exchanges, damaged items, and eligible refunds are handled by P.L.A.Y. Pet Lifestyle And You Inc.

30-Day Return Period

Eligible products may be returned within 30 days from the date your order is delivered.

To qualify for a return, the item should generally meet the following conditions:

  • Unworn and unused

  • Free from pet hair, stains, odors, washing, or visible wear

  • In its original condition

  • Original packaging and attached tags remain intact, when applicable

  • Accompanied by valid proof of purchase or order confirmation

Because our products include pet apparel and accessories, items showing signs of use may be declined for hygiene and resale reasons.

Starting a Return

Before sending anything back, please contact our customer care team:

Email:
service@zupnori.com

Please include your order number, the item you would like to return, and a brief explanation of the reason for your request.

Once your return is reviewed and approved, we will provide the appropriate return instructions and, where applicable, information regarding a return shipping label.

Please Do Not Send Unapproved Returns

Packages returned without contacting us first may not be identifiable or eligible for processing.

Always obtain return authorization before mailing your item.

Damaged, Defective or Incorrect Orders

We recommend checking your package shortly after delivery.

If you receive an item that:

  • Arrived damaged

  • Appears defective

  • Is different from the item ordered

  • Has an incorrect size, style, or quantity due to fulfillment error

Please contact us as soon as reasonably possible at service@zupnori.com.

For faster assistance, include your order number and clear photos showing the issue.

After reviewing the request, we may provide an appropriate solution such as a replacement, refund, or additional instructions.

Items That May Not Be Returned

Certain products or circumstances may not qualify for standard returns.

These may include:

  • Items that have been worn, washed, altered, or damaged after delivery

  • Pet apparel containing visible pet hair, stains, odors, or other signs of use

  • Personalized or custom-made products

  • Gift cards

  • Final-sale merchandise, when clearly identified as final sale before purchase

  • Products returned without their original tags or packaging when those items are required for resale

If you are unsure whether a product qualifies, please contact us before sending it back.

Size & Product Exchanges

Need another size or style?

To keep the process simple and reduce delays, we generally recommend:

  1. Requesting a return for the original eligible item

  2. Completing the approved return process

  3. Placing a new order for your preferred size, color, or style

This allows your replacement order to be processed independently rather than waiting for the original return to complete.

Product availability is not guaranteed while a return is in transit.

European Union Orders

Customers located in the European Union may have additional cancellation or withdrawal rights under applicable consumer protection laws.

Where applicable, eligible EU customers may generally have 14 days to exercise a statutory withdrawal right for qualifying online purchases.

Returned products should remain in appropriate condition and may need to include the original packaging and proof of purchase.

Certain product categories or circumstances may be excluded from statutory withdrawal rights under applicable law.

These rights may apply separately from any additional voluntary return period offered by ZUPNORIVA™.

Refund Processing

After your return reaches the designated return location, it will be reviewed to confirm that it meets the applicable return requirements.

Once the return has been inspected, we will notify you regarding the refund decision.

When a Refund Is Approved

  • The refund will generally be sent back to the original payment method

  • Please allow up to 10 business days for approved refunds to be processed after authorization

  • Banks, card issuers, and payment providers may require additional time before the funds appear in your account

If more than 15 business days have passed after you were notified that a refund was approved, please contact:

service@zupnori.com

Return Shipping

Return shipping instructions are provided after your request has been reviewed.

Depending on the reason for the return, return shipping costs or label arrangements may vary.

For verified damaged, defective, or incorrectly fulfilled orders, we will review the circumstances and provide appropriate return or replacement instructions.

For other eligible returns, any applicable return shipping terms will be communicated before the return is sent.

Return Address

Do not send a return to an address without prior authorization.

The correct return destination will be provided by our customer support team after your return request has been approved.

This helps ensure your package reaches the correct processing location and can be matched to your order.

Need Help With a Return?

For return, exchange, or refund questions, please contact:

ZUPNORIVA™
Operated by P.L.A.Y. Pet Lifestyle And You Inc.

Customer Care:
service@zupnori.com

Please include your order number whenever possible so we can assist you more efficiently.

Our goal is to keep the return process clear, reasonable, and easy to follow — so you can shop ZUPNORIVA™ with greater confidence.