Return & Refund Policy

RETURN & REFUND POLICY

At CONDZOM, your satisfaction—and your pet’s happiness—are our top priorities. We stand behind the quality and care that go into every product. If you or your pet are not completely satisfied, we’re here to help.

Our Happiness Guarantee

We offer a 60-day money-back guarantee from the original purchase date for first-time purchases of any full-size product. If you’re not satisfied for any reason, you may return the item for a full refund to your original payment method or request an exchange.

To start a return or exchange:

  1. Contact our Customer Care team at support@condzom.com within 60 days of delivery.

  2. Please include your Order Number and the reason for your return.

  3. Our team will review your request and, once approved, provide you with a Return Authorization Number and instructions.

Return Conditions & Requirements

To be eligible for a return or exchange, the item must meet all of the following conditions:

  • Unused & Unopened: For health, safety, and hygiene reasons, food, treats, and opened supplements cannot be returned unless defective.

  • In Original Packaging: All items must be returned in their original, undamaged packaging with all seals, labels, and accessories.

  • Good Condition: Non-consumable items (like bowls, toys, grooming tools) must be unused and in resalable condition.

  • Accompanied by Documentation: The Return Authorization Number must be included inside the return package.

Exclusions

The following are not eligible for return or refund under our standard policy:

  • Opened or used food, treats, and supplements (eligible only for quality issues—see below).

  • Personalized or custom-made items.

  • Final sale items (clearly marked at time of purchase).

  • Original shipping and handling charges.

  • Gift cards or promotional/discounted items not purchased directly.

CONDZOM reserves the right to refuse a return or charge a restocking fee if the product does not meet the above conditions.

Damaged, Defective, or Incorrect Items

We take quality control seriously. If your order arrives damaged, is defective, or if you received the wrong item, please notify us within 7 days of delivery.

What to do:

  1. Email us immediately at support@condzom.com with your Order Number.

  2. Provide clear photos or a short video showing the issue (e.g., damaged packaging, defective product, wrong item).

  3. We will promptly arrange for a replacement to be sent out or issue a full refund.

Return Shipping & Costs

  • Customer-Paid Returns: For returns based on change of mind or non-defective items, the customer is responsible for the cost of return shipping. We recommend using a trackable service, as we cannot be responsible for items lost in transit back to us.

  • Prepaid Return Labels: For returns due to our error (wrong or defective item), we will provide a prepaid return shipping label.

Address for Returns (By Authorization Only):
Please do not ship returns to our mailing address. Returns will only be accepted at our designated fulfillment center with a valid Return Authorization Number. The correct address will be provided in your return instructions.

Refund Processing

  • Timeline: Once your return is received and inspected at our warehouse, we will notify you of the approval status. Approved refunds will be processed to your original payment method within 10 business days.

  • Deductions: Please note that original shipping fees are non-refundable. For returns not meeting our policy conditions, a restocking fee of up to 20% may be deducted.

  • Bank Processing: After we issue the refund, it may take an additional 2-10 business days for the funds to appear in your account, depending on your bank or card issuer.

“Paws for Thought” – Special Consideration for Pets

We understand that pets can have unique preferences or sensitivities. If your pet simply refuses to eat a food or treat (unopened), please contact us. While subject to standard policy conditions, we may offer a one-time store credit or alternative solution for future purchases, because we want every pet to find something they love.

Questions or Need Help?

If you have any questions about our Return & Refund Policy, please contact our team:
Email: support@condzom.com

We are committed to ensuring a trustworthy and positive experience for you and your pet.