Refund policy
Last updated: 07/09/2026
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 normally have a legal right to cancel an eligible online order within 14 days after delivery. Zooppies extends this to 15 calendar days. The period starts the day after you, or someone you nominate, receives the goods; for goods in one order delivered separately, it normally starts after the last item is delivered. Any longer statutory period remains available. 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.
A valid cancellation does not require our approval. We will acknowledge your cancellation or claim and explain the next steps in writing. 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.
Do not return 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 check your order as soon as it arrives. Products must be of satisfactory quality, fit for purpose and as described. You normally have a short-term right to reject faulty goods within 30 days of delivery, with further rights after that period. The 15-day change-of-mind window does not limit these rights.
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 a description of the problem. Photographs can help where appropriate, but they are not a condition of your statutory rights. Do not send payment card details or passwords.
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 goods made to the consumer's specifications or clearly personalised, products that deteriorate rapidly, and sealed goods genuinely unsuitable for return for health protection or hygiene reasons once unsealed. A product is not automatically excluded because it is for a pet, a grooming item or made to order. Any applicable exception will be clearly stated before purchase.
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. You may also use our optional cancellation form. A clear statement by email is sufficient.
You may cancel before delivery as well as during the applicable cancellation period after delivery. Processing or dispatch does not remove that right.
REFUNDS
We will email you once your request has been reviewed. Refunds are issued to the original payment method, with no refund fee.
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 the 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.
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.
Further details and optional cancellation wording are available on our Returns & Refunds page.
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