Once a package has been marked as delivered by the shipping carrier, PetZen is no longer responsible for its whereabouts.
We cannot cover losses or assume responsibility for packages lost or stolen after delivery confirmation. We strongly recommend closely monitoring tracking updates and contacting the carrier directly for further assistance in these situations.

Minor Leakage During Transit

Due to temperature changes, air pressure, and handling during transit, minor leakage or residue on the bottle, cap, or protective plastic film may occasionally occur. This may result in the plastic wrap appearing damp or a small amount of liquid being visible on the outside of the bottle.

Minor leakage does not affect the safety, effectiveness, or usability of the product, as long as the bottle remains mostly full and structurally intact.

For this reason:

• Minor leakage or damp packaging alone does not qualify as a defect.
• Replacements or refunds are issued only if the bottle is significantly damaged or has lost a substantial portion of its contents.
• The safety seal must remain intact, and clear photos must be submitted with your request.

Timeframe for Reporting Significant Leaks

Any claims related to a significant leak or substantial product loss must be reported within 7 days of delivery

Claims submitted after this period cannot be replaced or refunded.

If you believe your item has experienced a significant leak, contact us within this timeframe with clear photos showing the liquid level, packaging, and safety seal so we can review and assist you accordingly.

Diffuser Functionality Issues

If you believe the diffuser unit itself is defective, including but not limited to:

• Does not turn on
• No dispersion
• Extremely slow dispersion

All claims must be submitted within 30 days of delivery and must include clear video evidence demonstrating the issue.

Claims submitted after 30 days or without video evidence cannot be approved.