Refund policy

At ZenPaws Japan we want you and your cat to be completely satisfied. Because we sell perishable food and supplement products imported from Japan, our return policy is structured as follows. 

What we cover — full refund or replacement:

We will issue a full refund or send a replacement at no charge if any of the following apply, reported within 7 days of delivery:

• The item arrived visibly damaged
• The item was incorrectly sent — wrong product, wrong flavor, or wrong age formula
  
• The package was lost in transit and not delivered

What we do not cover:

• Your cat refusing to eat the product — taste preference is not a defect
• Change of mind after purchase
• Orders where the incorrect shipping address was provided
• Damage caused after delivery

How to request a refund:

Contact us at info@aim30catfood.com within 7 days of your delivery date. Include your order number and at least one photo showing the issue with the box delivered. We will respond within 1 business day and try to esolve every issue within 3 business days — no lengthy back and forth.

Refund method:

Approved refunds are returned to your original payment method within 5–7 business days.

Return shipping:

You do not need to return the damaged or incorrect item in most cases. We will take your word and photo as sufficient evidence. If a return is required we will provide a prepaid return label.