Return & Refund Policy

Last Updated: October 22, 2026

At Zovqari, we want customers to feel confident when purchasing pet supplies through our online store. We understand that questions or concerns may occasionally arise after an order has been placed or delivered.

This Return & Refund Policy sets out the procedures and conditions applicable to return requests, refund arrangements, order cancellations, and after-sales assistance for purchases made through zovqari.com.

Zovqari is operated by Hubei Jiayou Technology Co., Ltd., which manages the store's order administration, delivery coordination, customer service, and related after-sales activities.

Please review the following information before submitting a return or refund request.

1. Return Request Time Limit

Customers may submit a return request within 14 calendar days from the date their order is delivered.

All requests are subject to the eligibility requirements outlined below and any additional rights provided under applicable consumer protection legislation.

Requests received after the standard 14-day period may not qualify under this policy unless an applicable legal exception or additional statutory right applies.

To avoid unnecessary delays, we recommend contacting our customer service team promptly after identifying a reason for returning your purchase.

2. Conditions for Eligible Returns

For a standard return based on personal preference, products should generally satisfy the following requirements:

  • The item remains unused and in its original condition;

  • Original packaging and included accessories are retained, where applicable;

  • Valid purchase information or proof of order can be provided.

Products that have been used, altered, or damaged as a result of improper handling may not be accepted as standard change-of-mind returns.

These conditions do not override any consumer rights relating to defective, damaged, incorrect, or materially misdescribed products.

Every request will be assessed individually, taking into account the product's condition, the reason for the return, and any applicable legal requirements.

3. Steps for Submitting a Return Request

All customers must contact Zovqari before sending a product back.

Please reach our support team through:

Customer Support Email:
service@zovqari.com

When submitting your inquiry, please provide the following information:

  • Your order reference number;

  • The name or description of the product concerned;

  • The reason you wish to return the item;

  • Clear photographs or videos, where relevant to a damaged, defective, or incorrect product.

Once your request has been reviewed, our team will explain whether the return can proceed and provide the relevant instructions.

Please wait for confirmation and return instructions before shipping any product back.

This allows us to identify the appropriate return destination and ensure that the returned item can be associated with your original purchase.

4. Responsibility for Return Shipping Costs

The party responsible for return transportation expenses depends on the reason for the return.

A. Returns Requested for Personal Reasons

For requests arising from customer preference rather than a product-related problem, customers are generally responsible for the applicable return shipping charges.

Examples include:

  • A change of mind after purchasing;

  • Selecting a product that does not meet personal preferences;

  • Ordering an incorrect product or variation;

  • Other reasons unrelated to product quality or fulfillment errors.

Return shipping responsibilities may differ where required by applicable consumer protection laws or where an alternative arrangement has been agreed with our support team.

Any relevant instructions and shipping requirements will be communicated during the return authorization process.

B. Products Received Damaged, Defective, or Incorrect

If an order contains an issue attributable to the product or our fulfillment process, please notify us so that we can investigate.

Situations covered may include:

  • Products damaged during transportation;

  • Items with defects;

  • Products different from those purchased;

  • Missing items from an order;

  • Products that materially differ from their published descriptions.

Please submit your order information, a description of the issue, and supporting photographs or videos where available.

After reviewing the circumstances, Zovqari may arrange an appropriate remedy, depending on the situation. Possible resolutions include:

  • Sending a replacement product;

  • Issuing a refund;

  • Authorizing a product return;

  • Providing another suitable resolution agreed upon with the customer.

For confirmed damaged, defective, incorrect, or materially misdescribed products, we will provide an appropriate resolution without additional cost to the customer, subject to applicable consumer protection laws.

Where we are responsible for the issue, customers will not be required to cover return shipping expenses that are our responsibility.

5. Authorized Return Destinations

Returned products must be sent to the destination communicated by our customer support team after the request has been reviewed.

Please note that our registered business address is not necessarily the location designated for receiving customer returns.

Do not use the business registration address as a return destination unless our support team has specifically confirmed that arrangement.

After reviewing your request, we will provide the applicable return address and any relevant shipping requirements.

Packages sent without prior authorization or to an unconfirmed destination may experience delays in identification and processing.

6. Order Cancellation Requests

Customers who wish to cancel an order should contact our support team as soon as possible after completing checkout.

Cancellation requests may be considered while the order has not yet entered processing, packaging, or shipment preparation.

If fulfillment activities have already progressed or the parcel has been dispatched, cancellation may no longer be available.

For shipments that have already been sent, customers may need to use the applicable return process after receiving the delivery.

To request an order cancellation, contact:

Email: service@zovqari.com

Please include:

  • Your order number;

  • A clear statement that you wish to cancel;

  • Any additional information relevant to your purchase.

Our team will check the current order status and explain whether cancellation can still be accommodated.

7. Refund Approval and Processing

Refund requests are reviewed according to the applicable return conditions and the circumstances of each case.

If a returned product has been received and inspected and the refund is approved, the payment will be returned through the original payment method used when placing the order.

For approved returns, refunds are generally processed within 5–10 business days after the returned item has been received and inspected.

Please understand that this is the general processing period on our side. The additional time required for the money to appear in your account may depend on:

  • Your bank;

  • Your card issuer;

  • Your payment service provider;

  • Their internal transaction processing procedures.

For confirmed damaged, defective, incorrect, or missing products that do not require a physical return, our support team will explain the applicable refund arrangements and expected processing procedure.

All refunds remain subject to applicable consumer protection requirements.

8. What to Do If a Refund Has Not Arrived

If you have been informed that a refund has been issued but cannot yet see the funds in your account, we recommend taking the following steps:

Step 1: Review Your Original Payment Account

Check the payment method used for your purchase to see whether the refund has already been recorded.

Step 2: Contact Your Payment Provider

Your bank, card issuer, or payment provider may be able to confirm whether the transaction is still undergoing processing.

Step 3: Contact Zovqari

If the refund remains outstanding after checking with your payment provider, please reach out to our customer support team for further assistance.

Email: service@zovqari.com

Please provide your order number and any refund confirmation or transaction details available to you. We will review the relevant information and assist with your inquiry.

9. Protection of Statutory Consumer Rights

This policy is intended to explain our standard after-sales procedures and is not intended to remove or reduce any consumer rights that cannot legally be excluded or restricted.

Customers retain all applicable rights and remedies provided by mandatory consumer protection legislation.

If any provision of this policy is inconsistent with a mandatory legal requirement, the relevant legal requirement will take precedence to the extent of that inconsistency.

Nothing in this policy should be interpreted as preventing customers from exercising rights available to them under applicable law.

10. Customer Support for Returns and Refunds

If you require clarification about a return, refund, cancellation, or product-related concern, our customer service team is available to assist.

You may contact us about:

  • Return eligibility and procedures;

  • Refund requests and processing;

  • Order cancellation inquiries;

  • Damaged or defective pet supplies;

  • Incorrect or incomplete deliveries;

  • Other after-sales service matters.

Please use the following contact information:

Customer Support Email:
service@zovqari.com

Customer Support Phone:
+86 710 3819288

When contacting us about an existing purchase, please include your order number and a description of the issue so that we can review your request more efficiently.

11. Business and Contact Information

The following details identify the business operating the Zovqari online store.

Brand Name:
Zovqari

Operating Company:
Hubei Jiayou Technology Co., Ltd.

Official Website:
https://zovqari.com

Business Address:
Room 1615, Building 3, Xiangyang Wall Street, No. 115 Hanjiang North Road, Fancheng District, Xiangyang City, Hubei Province, China.

Customer Support Email:
service@zovqari.com

Customer Support Phone:
+86 710 3819288

Thank you for shopping with Zovqari. We appreciate your trust and are committed to providing clear after-sales assistance and appropriate solutions when concerns arise with your purchases.