Refund policy

2.1 Our guarantee

We stand behind every EDUZEBRA formula. If you are not satisfied with your purchase, you may request a refund within 30 days of the delivery date. This applies even if the bottle has been opened and used, because we understand you cannot know whether a product suits your pet without trying it.

The guarantee covers one opened unit per product per customer. Additional units returned in the same request must be unopened and in resalable condition.

2.2 What is eligible

Eligible for refund

Not eligible

Any product, opened or unopened, within 30 days of delivery, first unit per SKU

Requests made more than 30 days after delivery

Unopened, undamaged product in original packaging within 30 days

Products purchased from Amazon or any third-party seller or marketplace

Items that arrive damaged, defective, or incorrect

Products purchased from an unauthorised reseller

Orders lost or confirmed undelivered by the carrier

Free gifts, promotional items and samples, unless the full order is returned

Duplicate orders reported within 48 hours

Repeat guarantee claims on the same SKU by the same customer or household


2.3 How to start a return

  1. Email contactus@eduzebra.store with your order number and the reason for the return.

  2. Our team will respond within 1 business day with a Return Merchandise Authorisation (RMA) number and instructions.

  3. For unopened product, ship the item back using the instructions provided, with the RMA number marked clearly on the outside of the package.

  4. For opened product returned under our guarantee, do not ship anything back. We will ask you to safely dispose of the remaining product and will process your refund without a physical return.

NOTE: Packages sent to us without an RMA number may not be processed. Do not send returns to the manufacturer address printed on the bottle; that address does not receive customer returns.

2.4 Why we do not resell returned product

For the safety of every pet we serve, returned supplement product is never restocked or resold. It is documented and destroyed. This is why opened-product refunds are handled without a physical return: shipping it back creates cost and waste with no benefit to anyone.

2.5 Return shipping costs

  • If the return is our error — wrong item, damaged item, defective product — we cover return shipping and provide a prepaid label.

  • If the return is a change of mind or a guarantee claim on unopened product, you are responsible for return shipping. Original shipping charges are not refunded.

  • Opened-product guarantee claims carry no return shipping cost, because no return shipment is required.

2.6 Refund processing

Approved refunds are issued to the original payment method within 5–7 business days of approval or of our receipt of the returned goods, whichever applies. Your bank or card issuer may take an additional 3–10 business days to post the credit. We will confirm by email when the refund is issued.

We do not issue cash refunds and cannot refund to a different payment method than the one used for the original purchase. Where the original payment method is no longer valid, we will issue store credit.

2.7 Exchanges

We do not process direct exchanges. If you would like a different product, request a refund under this policy and place a new order. This is faster than an exchange in almost every case.

2.8 Damaged, defective or incorrect items

Contact us within 7 days of delivery at contactus@eduzebra.store  with your order number and photographs of the item, the packaging, and the shipping label. We will send a replacement at no cost or issue a full refund, at your election. No return shipment is required for damaged consumable product.

2.9 Order changes and cancellations

You may cancel or amend an order before it enters processing by contacting us immediately at contactus@eduzebra.store. Once an order has been processed or shipped, it cannot be cancelled or amended and must be handled as a return under this policy.

2.10 Subscription orders

Subscription shipments are covered by the same 30-day guarantee. or by emailing contactus@eduzebra.store . Changes must be made at least 24–48 hours before your next scheduled charge to apply to that shipment. Cancelling a subscription does not automatically refund shipments already sent; those are handled under this policy.

2.11 Chargebacks

If you believe there is a problem with your order, contact us first. We resolve nearly every issue within one business day. Filing a chargeback without contacting us delays resolution for you and may result in your account being restricted from future orders. We reserve the right to dispute chargebacks with full order, delivery, and communication records.

2.12 Abuse of this policy

This guarantee exists for genuine customers. We reserve the right to limit, decline, or revoke returns and refunds, and to refuse service, where we identify a pattern of excessive returns, resale activity, or claims inconsistent with our records. We will always explain our reasoning if we do so.

2.13 Purchases made on Amazon or other marketplaces

Orders placed through Amazon or another marketplace are subject to that marketplace's return policy and must be returned through that marketplace. We are not able to refund or replace marketplace orders directly.