Refund policy
Refund Policy
At ZoePaws, we want you and your furry friends to be completely satisfied with your purchase.
Do you offer free returns?
Yes! We offer free returns. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Return Eligibility
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
How to Start a Return
To start a return, please contact us at support@zoepaws.com. If your return is accepted, we'll send you a prepaid return shipping label via email for you to download and print, as well as instructions on how and where to send your package.
Return Shipping Cost & Destination
Return shipping is 100% covered by ZoePaws (Free Returns). All returns will be shipped back to our designated warehouse facility. Please contact our support team first to get the exact return warehouse address before shipping. Items sent back to us without first requesting a return will not be accepted.
Damages and Issues
Please check your parcel before you sign. Contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
The only items that cannot be returned are gift cards. All other physical products are eligible for return within the 30-day window.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Restocking Fee
ZoePaws does NOT charge any restocking fees for returns.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at support@zoepaws.com.
Summary of Our Policy:
• Returns accepted for: 30 days
• Return shipping cost: Free (Covered by ZoePaws)
• Restocking fee: $0 (No restocking fee)
• Eligible items: All items (excluding gift cards)
Contact
Trade name: ZoePaws
Email: Support@zoepaws.com
Phone : +44 7516 099717
ZOERYAN LTD
Director's Office No.16, Unit 7 Wilsons Business Park,Manchester,M40 8WN,UK
Customer Service Hours: Monday to Friday, 9:00 AM - 6:00 PM (GMT+00:00). We aim to respond within 24 hours.