Refund policy

Our Commitment

Every ZenPaw piece is handcrafted to order. We stand behind the quality of our joinery and materials. If something isn't right, we will make it right.

14-Day Return Window

You have 14 days after receiving your item to request a return. To be eligible, the item must be in its original condition and original packaging, with proof of purchase. To start a return, email hello@zenpawnature.com with your order number.

Damages and Defects

Please inspect your order upon receipt. If the item is damaged, defective, or incorrect, contact us within 48 hours of delivery with photographs. We will arrange a replacement or full refund at no cost to you, including return shipping.

Made-to-Order Cancellations

Because each piece is built specifically for your order, we cannot accept cancellations once production has begun. If you need to cancel, contact us within 24 hours of placing your order for a full refund. After 48 hours, raw materials have been selected for your piece and we are unable to process a full refund.

European Union — 14-Day Cooling Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification, provided the item is in its original condition.

Non-Returnable Items

The following cannot be returned:

• Custom or personalized items

• Sale items and gift cards

• Items not in original condition

How to Return

Email huyuchen092@gmail.com with your order number and the reason for your return. We will provide a return shipping label and instructions. Items sent back without prior approval will not be accepted.

Return address: ZenPaw Studio, Hangzhou, Zhejiang, China

Refund Processing

Approved refunds are issued to your original payment method within 10 business days of us receiving and inspecting the return. If more than 15 business days have passed since approval, contact us at huyuchen092@gmail.com