Refund policy
RETURNS, REFUNDS AND CANCELLATIONS POLICY
At Zooppies, we want every customer to shop with confidence. This policy explains how we handle cancellations, returns, refunds and damaged items. Nothing in this policy limits your statutory consumer rights.
CONTACT DETAILS
Seller: Zooppies
Email: support@zooppies.com
YOUR RIGHT TO CANCEL
As a UK consumer, you have the legal right to cancel an eligible online order within 14 days of the day you, or someone you nominate, receives the goods. You do not need to give a reason.
To cancel, email support@zooppies.com with a clear statement that you wish to cancel. Please include your name, your order number and the email address used at checkout.
HOW WE HANDLE RETURNS
We do not currently operate a UK return address, so we will not ask you to post anything back to us.
Once your cancellation or refund request has been approved, we will refund you and you may keep the item, pass it on or dispose of it responsibly. Please wait for our written confirmation before doing so.
Do not return an item to the sender, the manufacturer, the supplier or any address printed on the parcel. Items sent to those addresses cannot be recovered or refunded.
FAULTY, DAMAGED OR INCORRECT ITEMS
Please check your order as soon as it arrives.
If an item arrives faulty, damaged, not as described or different from what you ordered, email support@zooppies.com. Please include your order number and clear photographs or video showing the product, the problem, the packaging and the delivery label where available.
Once the claim has been reviewed and approved, we will provide a full refund or a replacement, whichever you prefer. As above, you will not need to post the item back.
Please do not deliberately damage, alter or dispose of an item before your claim has been reviewed.
ITEMS THAT CANNOT BE CANCELLED
The legal right to cancel does not apply to certain products, including personalised or made-to-order items, products that deteriorate rapidly, and sealed health, hygiene or grooming products once the seal has been broken.
This does not apply where an item is faulty, damaged, incorrect or not as described. Contact us if you are unsure whether your item is covered.
Sale and discounted items carry the same statutory rights as full-price items.
EXCHANGES
If you would prefer a different product, colour or size, contact us before placing another order. Depending on the circumstances we may send a replacement or ask you to place a new order once your refund has been approved.
CANCELLING BEFORE DISPATCH
If you change your mind shortly after ordering, contact support@zooppies.com as soon as possible and we will stop the order where we still can. A self-service cancellation option may also be available in your customer account for a short period after you place the order.
This is a convenience offered in addition to your legal right to cancel. It does not replace or shorten the 14-day right described above.
REFUNDS
We will email you once your request has been reviewed. Approved refunds are issued to the original payment method.
Because we do not require items to be returned, we will refund you no later than 14 days after we confirm your cancellation or approve your claim.
Delivery is free on every order, so there is no delivery charge to refund.
Your bank or payment provider may need extra time before the refund appears in your account. If more than 14 days have passed since we confirmed your refund and it has not arrived, contact support@zooppies.com.
FRAUD PREVENTION
We may ask for reasonable evidence and review a customer's order and claim history before approving a refund. We may decline claims that are misleading, altered or fraudulent. This does not limit the statutory rights of genuine customers.
CONTACT US
For questions about cancellations, returns, refunds or faulty products:
Seller: Zooppies
Email: support@zooppies.com