At ZOÉ Store, your satisfaction is very important to us, but due to the nature of the products we offer (food, hygiene, accessories, etc.), not all items are eligible for return or exchange.

Accepted requests must meet safety, hygiene, and preservation criteria, always seeking to protect both our customers and their pets.

You may request a product return if it meets the following conditions:

• The claim is made within 30 calendar days after purchase or delivery.
• The product is unused, unopened, and in its original packaging, with labels intact.
• The invoice or proof of purchase is provided.
• The product is not marked as “Final Sale” or “Non-returnable”.

We do not accept returns in the following cases:

• Food, treats, supplements, or perishable products, even if sealed (for food safety reasons).
• Hygiene or grooming products (for example: brushes, nail clippers, shampoos) if the factory seal is broken.
• Personalized items (engraved tags, clothing with embroidered names, etc.).
• Promotional kits or subscription boxes.
• Medications, as by national regulation these products cannot be returned due to strict storage and biosecurity requirements.
• Products showing signs of use, improper handling, or damage caused by the customer.

We only process exchanges in the following cases:

• Factory-defective products.
• Incorrectly shipped items.
• Damage occurring during shipping (properly reported within 48 hours after delivery).

In these cases, the exchange must be requested within a maximum of 5 calendar days after delivery.

• Write to us through our contact channels with the subject: “Return/Exchange Request – [Order Number]”.
• Attach clear photos of the product (and packaging if applicable).
• Include your full name, contact number, and reason for the request.
• Our team will respond within a maximum of 3 business days with instructions.

Note: Returns or exchanges not previously authorized by email or WhatsApp will not be accepted at physical stores or dispatch centers.

• If the error was made by ZOÉ Store (defective or incorrect product), we will cover the return shipping cost.
• If the customer returns a product by personal decision (voluntary exchange), the shipping cost will be covered by the customer, except in special promotions where otherwise stated.

• At this time, we do not issue refunds to the original payment method.
• All approved returns are processed as store credit, valid for 6 months for future purchases.
• The credit is non-transferable and cannot be redeemed for cash.

Upon receiving the product, our team will perform an inspection.

• If approved, the store credit will be sent via email or WhatsApp within a maximum of 5 business days.
• If rejected (used, tampered with, or outside the allowed timeframe), the item may be returned to the customer at their expense.

This policy is governed by consumer protection regulations in Colombia, and any dispute will be resolved in the city of Bogotá.