Refund policy

At Zolmeriq we want you and your dog to be happy with every order. If something is not right, this policy explains how to return it and how your refund is handled.

Return window

You have 30 days from the date your order is delivered to request a return. Requests made more than 30 days after delivery cannot be accepted.

Condition of returned items

To be eligible for a return, an item must be unused, unwashed, free of pet hair and odour, and returned in its original packaging with any tags still attached. Items that have been used, damaged after delivery, or returned without their original packaging may be refused or refunded in part.

Items that cannot be returned

For hygiene reasons we cannot accept returns on used or worn collars, harnesses, leads, bandanas and apparel; personalised or custom-made items; treats, food and other consumables; gift cards; and items marked "final sale" on the product page.

How to start a return

Email info@zolmeriq.com with your order number, the item or items you wish to return, and the reason for the return. Please include photographs if the item arrived damaged or faulty. We will reply within 1 to 2 business days with return instructions and the return address. Please do not send an item back before you have received these instructions, as unannounced returns cannot be matched to your order.

Return shipping costs

If the item is faulty, damaged in transit, or not what you ordered, Zolmeriq pays the return shipping and you receive a full refund including any original delivery charge. If you are returning an item because you changed your mind or ordered the wrong size, the cost of return shipping is yours and the original delivery charge is not refunded. We recommend using a tracked service, as we cannot refund an item that does not reach us.

Refunds

Once we receive and inspect your return we will email you to confirm the outcome. Approved refunds are issued to the original payment method within 5 to 10 business days of approval. The time it then takes for the money to appear on your statement depends on your bank or card issuer and is outside our control. If more than 15 business days have passed since we confirmed your refund and you have not received it, contact us at info@zolmeriq.com.

Exchanges

The fastest way to exchange an item is to return the original for a refund and place a new order for the item you want. If you would prefer a direct exchange, tell us when you request the return and we will arrange it where stock allows.

Damaged, faulty or incorrect items

Please inspect your order on arrival. If an item is damaged, faulty, or not what you ordered, contact us within 7 days of delivery with photographs so that we can put it right with a replacement or a full refund.

Order cancellations

If you need to cancel an order, email us as soon as possible. We can cancel an order at no cost if it has not yet been dispatched. Once an order has shipped it must be handled as a return under this policy.

Contact us

Zolmeriq is operated by YUNYI HY TRADING CO., LIMITED.
Email: info@zolmeriq.com
Phone: +852 2537 8958
Address: 26-38 Kwai Cheong Road, Kwai Chung, New Territories, Hong Kong SAR
Support hours: Monday to Friday, 9:00 a.m. to 6:00 p.m. (HKT). We aim to reply to all enquiries within 1 to 2 business days.