Return & Refund

🐾 We Care About Every Zoost Order

At Zoost, your pet’s wellness and safety are our top priorities. Every probiotic powder, mushroom mix, multivitamin chew, and bottle of coconut oil is carefully inspected before shipping. But if something goes wrong, we have a clear and fair Returns & Refunds Policy designed for both trust and transparency.

✅ What You Can Return

We accept returns and process refunds for the following cases:

  • You received the wrong product or quantity

  • Your order arrived damaged or leaking

  • Your package was tampered with or unsealed

  • The item delivered is expired or defective

  • Your supplement arrived with contamination, breakage, or visible compromise

Important: Due to the nature of wellness products and supplements, all returns must be unused, factory-sealed, and reported within 7 calendar days of delivery.

🎥 Required: Unboxing Video for Verification

For any replacement or refund request to be processed, a clear unboxing video is mandatory. This helps us verify the issue and file claims with our courier partners.

Video must show:

  • External box condition

  • Shipping label with your name and tracking code

  • Full unsealing of the package

  • Product condition clearly visible

📩 Send the video and issue details to hello@zoost.ph within 7 days of delivery.

🔁 Your Options After Approval

Once your return is verified, you may receive:

  • Replacement: We’ll send a fresh item at no additional cost

  • Store Credit: Value applied to your next purchase (no expiry)

  • Refund: In rare cases, refund to original payment method within 7–14 business days

🚫 Returns NOT Accepted For:

  • Opened or partially used supplements

  • Lack of unboxing video or incomplete evidence

  • Issues reported more than 7 days after receipt

  • Change of mind, flavor dislikes, or pet rejection

  • Orders not placed through the official Zoost website or partner platforms

💵 Cash-on-Delivery (COD) Refunds

COD refunds are not supported once the order is accepted and opened.
To protect product quality and prevent misuse, we do not re-collect or exchange COD orders unless the package was never opened and is returned immediately via courier.

📦 How to Return an Approved Product

If your return request is approved:

  1. Use a tracked courier such as J&T, LBC, NinjaVan, or GogoExpress

  2. Secure the product in its original packaging

  3. Include your name, order number, and reason inside

  4. Send to the return address provided in our email

  5. Notify us with the tracking number once shipped

Shipping cost for returns is typically handled by the customer unless damage was our fault.

🕒 Return Processing Timeline

  • Return approval review: 1–2 business days

  • Replacements: Sent within 3–5 business days

  • Refunds (non-COD): Processed within 7–14 business days depending on bank/payment provider

🔍 Contact Us for Returns

📧 Email: hello@zoost.ph
📱 SMS (for urgent issues): 0920 988 1288
📍 Operating hours: Monday to Friday, 10:00 AM – 6:00 PM