We want you to feel confident when shopping with Zooppies. This page explains how cancellations, returns and refunds are handled.
Changed your mind?
If you purchase online, you can tell us that you wish to cancel and return your order within 14 days of receiving it. You do not need to provide a reason.
After notifying us, you should return the item within the following 14 days.
You may inspect the item as you would in a shop. We may reduce the refund if the item has been handled beyond what is reasonably necessary and its value has been reduced.
How to start a return
- Contact our customer support team before sending the item.
- Include your order number and the email address used at checkout.
- We’ll provide the appropriate return instructions and return address.
- Package the item securely and keep your proof of postage.
Please do not send a return to the address shown on the original parcel without contacting us first. Our fulfilment and return locations may be different.
Return delivery costs
For change-of-mind returns, the customer is responsible for the return delivery cost unless Zooppies states otherwise.
If an item is faulty, damaged, misdescribed or incorrect, we will provide an appropriate solution and cover reasonable return delivery costs when a return is required.
Faulty, damaged or incorrect items
Please contact us as soon as possible if your order arrives damaged, faulty or incorrect. Include your order number, a description of the problem and clear photographs where appropriate.
Your statutory rights are not affected. UK consumers generally have a short-term right to reject faulty goods within 30 days of receiving them.
Refunds
Approved refunds will be issued to the original payment method.
Refunds will be processed within 14 days of receiving the returned item or receiving acceptable evidence that it has been sent back, where applicable.
If a delivery charge was paid, we will refund the cost of the standard delivery option when required. Zooppies currently provides free standard UK delivery, so there is normally no original 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.
Order cancellations
If you need to cancel or change an order, contact us as soon as possible. We cannot guarantee changes after an order has entered processing or been dispatched.
If your order has already been dispatched, you can follow the return process after receiving it.
Return exceptions
Certain products may be excluded from change-of-mind returns where permitted by law. This can include personalised products, perishable goods and sealed goods that are unsuitable for return for health protection or hygiene reasons after the seal has been broken.
Any applicable exception will be stated clearly on the product page before purchase.
Need assistance?
Contact our customer support team and we’ll explain the next steps.