Refund policy

Returns & Refunds

We want you to be happy with your ZenPaws order. If something isn't right, or you've simply changed your mind, here's how our guarantee, returns, exchanges and refunds work. This policy applies to all orders, wherever you are.

30-Day Money-Back Guarantee
We want your dog to love Probiotic Bites. If you're not happy with your first jar for any reason, even if it has been opened, contact us within 30 days of delivery at support@zenpawsuk.com with your order number, and we'll refund the full price of that jar. You don't need to send it back.
The guarantee applies to one jar per customer, on your first order.

Return window
You have 30 days from the date your order is delivered to request a return.

Damaged, faulty or incorrect items
Contact us at support@zenpawsuk.com with your order number and a photo of the issue as soon as you notice it. We'll arrange whichever resolution fits best: a replacement, an exchange or a refund.

How to start a return or a guarantee claim
Email support@zenpawsuk.com with your order number and the reason for your request. We'll confirm whether it's eligible and let you know the next steps, including where to send the item if needed.

Refund timing
Once your request is approved (and, for returns, once the item is received), refunds are issued to your original payment method, in the currency you paid, within 5–10 business days. Your bank or card issuer may take a few extra days to show the refund.

Your legal rights
This policy is in addition to, and does not affect, any rights you have under the consumer protection laws of your country. For customers in the United Kingdom, this includes the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

This policy applies to items purchased directly from zenpawsuk.com. For any return, exchange, refund or guarantee question, email support@zenpawsuk.com.