Return & Refund policy

At Ziluce, we want every customer to feel confident when shopping with us. Please review the following policy carefully before placing an order.

Order Cancellation (Within 24 Hours)

You may request to cancel your order within 24 hours after placing it for a full refund, provided the order has not yet been shipped.

To cancel an order, please contact us as soon as possible via email:

If the order has already been shipped, it will need to follow the return process below.

Returns

We accept returns within 14 days of delivery.

To be eligible for a return:

  • The item must be unused and in original condition
  • The item must be returned in its original packaging
  • Proof of purchase is required
  • The return must be approved by our support team before sending the item back

Returns sent without prior approval may not be accepted.

Contact Before Return (Required)

Please contact us before returning any item so we can provide proper instructions and the correct return address.

Once your return is approved, we will provide you with the return instructions and a return address located in California, United States.

Return Shipping Cost

Customers are responsible for return shipping costs.

For Dog Ramp products, the estimated return shipping cost is typically around USD 15–25, depending on carrier and location.

Ziluce does not cover return shipping fees unless the return is due to:

  • A confirmed product defect
  • A shipping error caused by us
  • The wrong item received

Original shipping fees (if any) are non-refundable.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery and provide clear photos or videos.

After review, we will offer an appropriate solution, such as:

  • Replacement
  • Partial refund
  • Full refund (if applicable)

Refund Processing

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved, refunds will be processed to your original payment method within 5–10 business days, depending on your payment provider (PayPal, credit card, etc.).

Late or Missing Refunds

If you have not received your refund after approval:

  1. Check your bank or payment account again
  2. Contact your card issuer or payment provider
  3. If the issue continues, please contact us for assistance

Contact Us

If you have any questions about returns or refunds, please reach out to us:

Dog products: dogsupport@zilucepet.com
Cat products: catsupport@zilucepet.com
Website: www.zilucepet.com