Returns & Refunds
We want you to feel confident when shopping with Zooppies. This policy explains how order cancellations, returns and refunds are handled.
In short
For most products purchased online, you have 15 calendar days after delivery to tell us that you wish to cancel your order. We do not currently operate a UK return address, so you will not need to post the item back.
If an item is faulty, damaged, misdescribed or incorrect, different rights apply. UK consumers generally have a short-term right to reject faulty goods within 30 days of receiving them.
Your right to cancel
If you are a consumer in the United Kingdom, you normally have a legal right to cancel your online order within 14 days after delivery, without giving a reason, under the Consumer Contracts Regulations 2013. Zooppies extends this to 15 calendar days. The period starts the day after delivery. Any longer statutory period remains available.
To exercise this right, you must clearly tell us that you wish to cancel. You may use our optional cancellation form or email support@zooppies.com.
If multiple items from the same order are delivered separately, the cancellation period normally begins after you receive the final item from that order.
How your refund works
Use our optional cancellation form or email support@zooppies.com. Include your order number, the email address used at checkout and the item concerned.
We do not currently operate a UK return address, so we will not ask you to post anything back to us.
We will acknowledge your cancellation or claim in writing and explain the next steps. A valid cancellation does not require our approval. Once the case is resolved, you may keep the item or dispose of it responsibly. Do not use or pass on an item that may be unsafe. Please wait for our confirmation before doing so.
Do not send an item to the sender, the manufacturer, the supplier or any address printed on the parcel. We may be unable to recover items sent to those addresses. This does not remove your statutory rights.
Faulty, damaged or incorrect items
Please contact us as soon as possible if your order arrives faulty, damaged, misdescribed or incorrect. You will not need to post the item back to us.
Include your order number, a description of the problem and clear photographs where appropriate. Photographs help us investigate the issue, but requesting them does not affect your statutory rights.
Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose and as described. UK consumers generally have a short-term right to reject faulty goods within 30 days of receiving them.
Depending on the circumstances and when the problem is reported, you may be entitled to a refund, repair or replacement. Nothing in this policy affects your statutory rights.
Refunds
Refunds will be issued to the original payment method.
For cancellation under our 15-day policy, we will refund you without undue delay and no later than 14 days after you tell us you wish to cancel. We do not require a physical return and will not start that period from a later approval. For faulty-item claims, any refund due will be made without undue delay and within 14 days of us agreeing that you are entitled to it. Refunds carry no fee.
Delivery is free on every order, so there is no delivery charge to refund.
After a refund has been processed, your bank or payment provider may require additional time to display the funds in your account.
Items that cannot be returned
Where permitted by law, the right to cancel may not apply to:
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personalised or custom-made products;
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products that deteriorate or expire rapidly;
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sealed products that are unsuitable for return for health protection or hygiene reasons once their seal has been broken; and
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other products specifically excluded from cancellation rights by applicable law.
For pet hygiene products, an exclusion will only apply where the product was supplied sealed, is unsuitable for return for genuine health or hygiene reasons and the seal has been broken.
Any applicable return restriction will be stated clearly on the relevant product page before purchase. These exceptions do not affect your rights if an item is faulty, damaged, misdescribed or incorrect.
Cancelling before dispatch
If you wish to cancel or change an order, contact us at support@zooppies.com as soon as possible.
You may exercise your applicable cancellation rights before delivery as well as during the cancellation period after delivery. We will try to stop dispatch if the order has not yet been sent. Processing or dispatch does not remove your right to cancel.
Optional cancellation form
You may use the wording below to notify us that you wish to cancel, although you do not have to use this exact format:
“To Zooppies, support@zooppies.com: I hereby give notice that I wish to cancel my contract for the sale of the following goods: [insert product]. Ordered on: [insert date]. Received on: [insert date]. Name: [insert name]. Address: [insert address]. Order number: [insert order number]. Date: [insert date].”
Need assistance?
Use our optional cancellation form or email support@zooppies.com and we will explain the next steps.
Customer support: Monday to Friday, 09:00–17:00 UK time. We aim to reply within 1–2 working days.