Refund policy
We want you and your pet to love what you ordered. If something isn't right, we're here to help.
30-day returns You may request a return within 30 days of delivery. Items must be unused, in their original condition and packaging.
How to start a return Email customersupport@tenzeni.com with your order number and the reason for the return. We'll send you return instructions within 24 hours. (Please don't send items back before contacting us.)
Refunds Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank, it may take a few additional days to appear.
Return shipping
- If the item is defective, damaged, or incorrect, we cover return shipping and send a replacement or full refund.
- For other returns (e.g. changed your mind), the customer is responsible for return shipping.
Damaged or wrong items If your order arrives damaged or incorrect, email [SUPPORT_EMAIL] within 7 days of delivery with a photo. We'll make it right quickly — replacement or full refund, your choice.
Non-returnable items For hygiene reasons, certain used items (e.g. feeders, lick mats, water fountains that have been used) cannot be returned unless defective.
Questions? Email customersupport@tenzeni.com. A real person will help you.