Return & Refund Policy

At ZEXRI, we’re committed to delivering high-quality pet products that meet your expectations. If something isn’t right with your order, we’re here to make the return process simple and hassle-free.

Key Return Information

  • Return Window: 30 days from the date of delivery
  • Restocking Fee: None ($0.00)
  • Return Method: By mail
  • Return Shipping (Defective/Damaged Items): Free (we provide a prepaid label)
  • Return Shipping (Change of Mind): Customer is responsible
  • Refund Processing Time: Within 10 business days after approval

How to Start a Return

To begin a return, please contact us at support@zexri.us with the following details:

  • Your full name and order number
  • The item(s) you want to return
  • The reason for the return (damaged, incorrect item, no longer needed, etc.)

Important: Returns sent without prior approval will not be accepted. Once your request is approved, we’ll provide the return address and step-by-step instructions.

Return Eligibility

To qualify for a return, items must meet these conditions:

  • Must be unused and in the same condition as received
  • Must include original packaging, tags, and any included accessories

Return Shipping Policy

We keep things transparent when it comes to return shipping:

  • Defective or Damaged Items:
    If your product arrives damaged or has a defect, we will cover the return shipping cost and provide a prepaid label.
  • Customer-Initiated Returns:
    If you’re returning an item due to a change of mind or ordering the wrong product, you will be responsible for return shipping costs. Original shipping fees are non-refundable.

Damages & Issues

Please check your order as soon as it arrives.

  • Shipping Damage:
    If your package arrives damaged, contact us immediately so we can assist and file a claim if needed.
  • Incorrect or Defective Items:
    If you receive the wrong item or a defective product, contact us within the 30-day window so we can resolve the issue quickly.

Refunds

Once we receive and inspect your return, we’ll notify you via email regarding the status of your refund.

  • Approved Returns:
    Refunds will be issued to your original payment method.
  • Processing Time:
    Please allow up to 10 business days for the refund to be processed. Your bank or card provider may take additional time to reflect the refund.

Exchanges

If you’d like a different item, the best approach is to return the original product first. Once your return is approved, you can place a new order for the item you want.

Contact Us

If you have any questions about this policy, feel free to reach out:

Email: support@zexri.us
Phone: +1 505-433-4133
Hours: Monday – Friday, 9:00 AM – 8:00 PM

Address: 929 Palomas Dr SE, Albuquerque, NM 87108