Refund policy
Refund & Return Policy
The short version: You have 90 days from the date your order arrives to request a refund, provided you've given 8-in-1 Bites to your dog daily for at least 30 days. If you've given the product a fair trial and you're not happy, get in touch through our Contact Page and we'll refund you in full. No need to return the tub, no questions that make you feel silly for asking.
Here's the full detail.
Our 90-Day Money-Back Guarantee
Every order from Zentaro is covered by our 90-day money-back guarantee. That means you have a full 90 days from the date your order arrives to decide whether 8-in-1 Bites are working for your dog.
To qualify for a refund under this guarantee, we ask two things:
- You've used the product for at least 30 days of daily dosing. This is the minimum window for early changes to show.
- You've given the chews to your dog every day during that window, at the correct dose for their weight.
If you've done both and you're still not satisfied, for any reason, head to our Contact Page and let us know. We'll process a full refund within 1 to 5 business days of approving your request.
You do not need to return the tub. Keep it, finish it, or donate it to a local shelter or a friend's dog. We'd rather you not feel stuck with a supplement that isn't right for your dog than waste time and postage on returning a part-used tub.
We don't ask for vet letters or before-and-after photos. We may ask a couple of quick questions to confirm you've given the product a fair trial, but your word is enough.
Why 30 Days of Daily Dosing?
Because that's the minimum window to see early changes.
- Weeks 1 to 2: Your dog starts eating the chew eagerly
- Weeks 3 to 4: Coat starts looking softer, stiffness begins to ease
- Weeks 5 to 8: The breakthrough, mobility, energy, and behaviour changes
- Weeks 9 to 12: Full transformation
30 days of consistent daily dosing gets you through the first phase, where the earliest signs of change appear. The full 90-day window means you have two more months beyond that to keep going if it's working, or to make your decision if it isn't.
What If My Dog Won't Eat Them?
This is one of the most common questions we get, so let's address it directly.
Most dogs eat 8-in-1 Bites like a treat from day one. If your dog refuses them in the first two weeks, get in touch and we'll work it out with you. In genuine fussy-eater cases we will refund you without requiring the full 30 days of daily dosing, because we don't expect you to keep paying for a product your dog won't touch.
Just head to our Contact Page, let us know what's happening, and we'll sort it.
What If It Doesn't Work?
The 90-day guarantee covers you, as long as your dog has had the chews daily for at least 30 days.
We ask for that minimum trial because real biological changes take time, and a one-week try is not a fair test of any joint or wellness supplement. Once you've reached the 30-day mark with consistent daily dosing and your dog isn't showing improvement, contact us and we'll refund you in full.
Your Statutory Rights (UK Consumer Law)
In addition to our 90-day guarantee, UK customers have a legal right under the Consumer Contracts Regulations 2013 to cancel any online purchase within 14 days of receiving the goods, for any reason, without having to justify the decision. This statutory right is separate from our 90-day guarantee and does not require any minimum trial period.
To exercise this statutory right:
- Contact us via our Contact Page within 14 days of your order arriving
- Let us know your order number and that you wish to cancel under your 14-day statutory right
- We will confirm your cancellation in writing and process your refund within 14 days
If you're using your 14-day statutory right, we ask that the tub be returned (unopened where possible), and you cover the return postage.
For customers who've started using the product, our 90-day guarantee is usually the easier option. It gives you 6 times longer to decide, doesn't require a return, and doesn't cost you postage. The 14-day statutory right is always available if you prefer it.
Damaged or Incorrect Orders
If your order arrives damaged, incorrect, or missing items, head to our Contact Page and let us know. We will send you a replacement product free of charge, with no need to return the damaged goods unless we specifically ask for them. This is separate from the 90-day guarantee and does not require any trial period.
To help us process it quickly, please include your order number and a short description of the issue.
How to Request a Refund or Replacement
- Head to our Contact Page at zentaro.co.uk/contact
- Include your order number, a short note about what you'd like us to do (refund, replacement, etc.), and confirmation of how long you've been giving the chews daily
- We'll reply within 24 hours, usually much sooner
- Once approved, refunds are processed within 1 to 5 business days
- Refunds go back to the original payment method
- We'll send you a confirmation email once the refund is complete
Refund Timings
- 90-day guarantee refunds: Processed within 1 to 5 business days of your request being approved. No return required.
- 14-day statutory cancellation refunds: Processed within 14 days of us receiving the returned goods, in line with UK consumer law.
- Damaged or incorrect orders: Replacement sent as soon as we've confirmed the issue through the Contact Page.
Once we've processed your refund, please allow an additional 3 to 5 business days for the refund to appear on your statement, depending on your bank or card issuer.
Questions?
If anything in this policy is unclear, or you'd like to talk through your specific situation, we're happy to help. Head to our Contact Page and a real person will reply, usually within a few hours during the working week.
— The Zentaro team