At ZOÉ Store, we work with brands and products that meet high standards of quality and safety. We believe that every purchase should reflect the trust you place in us; therefore, all our products include a warranty in accordance with Colombian law and each manufacturer’s policies.

Our warranty applies to manufacturing or material defects in products purchased at our physical store in Bogotá or through our online store.

Cases in which the warranty is valid:

• Failures in stitching, zippers, or finishes of accessories.
• Malfunction of electronic products (automatic water fountains, dispensers, GPS collars, etc.).
• Inconsistencies in food packaging (defective seals or products expired before the indicated date).

• The standard period is one (1) year from the purchase date (invoice or receipt).
• Some manufacturers offer different periods; in such cases, the brand’s specific conditions will apply.

Warranties will not be recognized in the following cases:

• Damage caused by improper use, accidents, or negligence.
• Natural wear and tear due to normal use (for example: scratches, bite marks, loss of color).
• Damage caused directly by the pet (biting, scratching, urinating, etc.).
• Use different from that indicated by the manufacturer.
• Unauthorized repairs or modifications.
• Products marked as “Final Sale” or “No Warranty” at the time of purchase.

To start a warranty process, you must:

• Contact us through our support channels with the subject: “Warranty request – [Order number or product]”.
• Attach:
• A description of the issue.
• Photos or videos showing the defect.
• A copy of the invoice or proof of purchase.
• Our team will evaluate your case within 5 to 7 business days and inform you of the approval decision.

If the warranty is approved, the resolution may be:

• Replacement of the product with the same or a similar one.
• Repair or replacement of components (for electronic products).
• Store credit, if a replacement product is not available.

Timelines and procedures may vary depending on the brand or product type.

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