Refund policy

RIGHT OF WITHDRAWAL (14 DAYS)
You have the right to withdraw from your purchase within 14 days of the day you receive the item, without giving any reason.
To exercise this right, simply tell us your decision clearly, for example by email to hello@zelopet.shop, including your order number. You may also use the model withdrawal form at the end of this page, but it is not mandatory. It is enough to send your notice before the 14-day period ends.

RETURNING THE ITEM
After notifying us of your withdrawal, you have 14 days to send the item back to us. We will email you the return address.
Return shipping costs are your responsibility, unless the item is defective or does not match what you ordered.
You may handle the item as you would in a physical shop to check its characteristics. You are only liable for any loss in value resulting from handling beyond what is necessary for that check.

REFUND
We will refund all payments received, including the original delivery costs, within 14 days of the date you notify us of your withdrawal. We may withhold the refund until we have received the returned item or until you have sent us proof that you have returned it, whichever comes first. The refund is made using the same payment method you used for the purchase, at no cost to you.

DEFECTIVE OR NON-CONFORMING ITEMS (LEGAL GUARANTEE)
All items are covered by the legal guarantee of conformity for 3 years from delivery. If the item arrives damaged, defective or different from what you ordered, please contact us at hello@zelopet.shop, with photos if possible. In these cases, shipping costs are on us and you are entitled to repair, replacement, a price reduction or a refund, under Portuguese Decree-Law no. 84/2021.

EXCHANGES
If you would like a different item, the quickest way is to return the current item and place a new order.

DISPUTE RESOLUTION
In the event of a dispute, consumers may use an alternative consumer dispute resolution entity, namely CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (www.cniacc.pt). More information is available on the Portuguese Consumer Portal (www.consumidor.gov.pt).

MODEL WITHDRAWAL FORM
(Only complete and return this form if you wish to withdraw from the purchase.)
– To: Ana Castro (Zelo Pet), Rua de São Domingos de Benfica 12B, 1500-559 Lisboa, Portugal, hello@zelopet.shop
– I hereby give notice that I withdraw from my contract for the purchase of the following item: [item]
– Ordered on [date] / received on [date]
– Order number:
– Name of consumer:
– Address of consumer:
– Signature (only if this form is sent on paper):
– Date: