Return & Refund Policy

Last Updated: October 15, 2026

At Zulaya, we want you and your pets to love every purchase. We take care when creating our custom pet products and are committed to providing quality products and a positive shopping experience.

This Return & Refund Policy explains when returns are accepted, how refunds are processed, and what to do if your order arrives damaged, defective, or incorrect.

1. Return Window

You may request a return within 30 days of receiving your order, subject to the conditions outlined in this policy.

To qualify for a standard return, the item must be unused, in its original condition, and accompanied by proof of purchase. Items must be returned using the return instructions provided by our customer support team.

2. Custom and Personalized Pet Products

Many products sold by Zulaya are custom-made or personalized, including items created using your pet’s name, photo, likeness, or other personal details.

Because these products are made specifically for you, please carefully review your personalization details before placing your order.

• Change-of-mind returns: Personalized products may be ineligible for return when they have been correctly produced according to the specifications submitted with your order, subject to applicable consumer protection laws.

• Incorrect personalization: If we make a mistake with your pet’s name, photo, design, or other personalization details compared with the information you submitted, please contact us so we can arrange an appropriate resolution.

• Damaged or defective products: If your product arrives damaged or has a manufacturing defect, contact us for a replacement or refund, as appropriate.

• Incorrect items: If you receive an item different from what you ordered, we will work with you to resolve the issue.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

3. Damaged, Defective, or Incorrect Orders

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us as soon as possible.

To help us resolve your issue quickly, please provide:

• Your order number.

• A brief description of the problem.

• Clear photographs of the item and its packaging, where applicable.

Once we review your request, we will let you know whether a replacement, refund, or another appropriate solution is available.

For issues caused by us or a defective product, we will provide return instructions and explain any applicable shipping arrangements.

Please do not discard or return the item before contacting us for instructions.

4. How to Request a Return

To start a return, email our customer support team at support@shopzulaya.com.

Please include the following information in your email:

• Your order number.

• The item you wish to return.

• The reason for your return.

• Photographs of the item, if it is damaged, defective, or incorrect.

Our team will review your request and provide the applicable return instructions, including the return address and shipping requirements.

Returns sent without prior instructions may experience processing delays.

5. Return Shipping Costs

For eligible returns due to a change of mind or an incorrect selection by the customer, the customer is responsible for return shipping costs, unless otherwise required by applicable law or agreed to by Zulaya.

If an item arrives damaged, defective, or incorrect due to an error on our part, Zulaya will cover the reasonable return shipping costs or provide another appropriate arrangement.

Original shipping charges are non-refundable for standard change-of-mind returns, except where required by applicable law or where the return results from our error.

Any applicable shipping charges or deductions will be communicated clearly before a return is finalized.

6. Refund Eligibility and Processing

Once your returned item is received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method unless otherwise required by law or agreed upon with you.

Please allow 5–10 business days after refund approval for us to process your refund. Depending on your bank, card issuer, or payment provider, additional time may be needed for the funds to appear in your account.

If your refund has not appeared after the applicable processing period, please contact us at support@shopzulaya.com.

7. Exchanges and Replacements

If your product arrives damaged, defective, or incorrectly personalized because of an error on our part, we will review your request for a replacement or another suitable resolution.

Because our products may be made to order, exchanges for different designs, sizes, colors, or personalization details may not always be available.

Please contact us before sending an item back so we can advise you on the available options.

8. Cancellations and Order Changes

If you need to cancel or change an order, contact us as soon as possible after placing it by emailing support@shopzulaya.com.

We will make reasonable efforts to accommodate your request if production has not started.

Once a custom product has entered production or has been personalized, cancellation or changes may no longer be possible.

If an order can be canceled before production begins, any eligible refund will be processed to the original payment method.

Your statutory rights remain unaffected.

9. Orders Not Eligible for Standard Returns

Unless otherwise required by applicable law, standard change-of-mind returns may not be accepted for:

• Custom or personalized products that have been correctly made according to the customer's submitted specifications.

• Products that have been used, damaged after delivery, or altered by the customer.

• Products returned outside the applicable return window.

• Items returned without the required return authorization or in a condition that does not meet the applicable return requirements.

These exclusions do not remove your right to seek an appropriate remedy for products that are defective, damaged on arrival, incorrectly supplied, or otherwise covered by applicable consumer protection laws.

10. Contact Us

If you have questions about this Return & Refund Policy or need help with a return, refund, or replacement, please contact us using the details below.

Store Name: Zulaya
Website: https://shopzulaya.com/
Customer Support Email: support@shopzulaya.com

We appreciate your trust in Zulaya and thank you for shopping with us.