Refund policy
Refund Policy
At ZoePaws, we want you and your furry friends to be completely satisfied with your purchase. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Do You Accept Returns?
Yes. We accept returns for defective and non-defective products within 30 days after delivery.
For non-faulty returns due to personal reasons, such as changing your mind, ordering the wrong item, or selecting an unsuitable size, style or colour, the customer is responsible for arranging and paying the direct cost of return shipping.
Return Eligibility
To be eligible for a voluntary return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
This requirement does not limit any statutory cancellation or consumer rights that may apply under applicable law.
How to Start a Return
To start a return, please contact us at support@zoepaws.com with your order number, the item you wish to return, and the reason for your request. If your return is accepted, we will send you the return instructions and the correct return destination for your order.
Return Shipping Cost & Destination
For non-faulty personal-reason returns, return shipping is paid by the customer.
For faulty, damaged, incorrect, or not-as-described items, please contact us before returning the item. We will evaluate the issue and arrange an appropriate remedy, which may include a replacement, refund, or return-shipping solution at no cost to you where ZoePaws is responsible.
Please contact our support team first to obtain the correct return address. Items sent back to us without first requesting a return will not be accepted.
Damages and Issues
Please inspect your order when you receive it and contact us as soon as reasonably possible if the item is defective, damaged, incorrect, or not as described, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Gift cards cannot be returned. Any other legal exceptions to cancellation or return rights will apply only where permitted by applicable law.
Exchanges
We do not offer direct exchanges. The fastest way to ensure you get what you want is to return the item you have in line with this policy, and then make a separate purchase for the new item.
Restocking Fee
ZoePaws does not charge any fixed restocking fees for returns.
Refunds
We will notify you once we have received and inspected your return and let you know whether the refund was approved. For approved returns, refunds are issued to your original payment method within 10 business days after we receive the returned item.
Please remember that your bank or credit card company may require additional time to process and post the refund. Where statutory refund timing applies, we will process the refund in accordance with applicable law.
If more than 15 business days have passed since we approved your return, please contact us at support@zoepaws.com.
Summary of Our Policy
- Returns accepted for: 30 days after delivery
- Return shipping cost for personal-reason returns: paid by the customer
- Return shipping for faulty, damaged, incorrect, or not-as-described items: handled by ZoePaws where we are responsible
- Restocking fee: $0 / no fixed restocking fee
- Eligible items: physical products, subject to the conditions above; gift cards are excluded
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.