Returns and Replacements

When and how can I return an item?

Changing your mind

As our valued customer, your satisfaction is our top priority. If, for any reason, you are not completely satisfied with your purchase, you have 14 days (from the date you receive your goods) to return it to us for a full refund. As well as refunding your full invoice value, including delivery, we’ll also cover the costs of returning the goods to us*. Please see below for further details and instructions on how to return an item.

Faulty goods

In the unlikely event that there was a problem with your order or the goods were faulty, please contact our customer services team to arrange a replacement or refund.

Non-refundable products

We are unable to offer a refund on a small number of products, such as items which have been personalised or perishable goods. Please click here for further information.

To view our full Terms & Conditions, please click here.

Returning an item

Please reach out to our customer service team within 14 days of receiving your goods, providing the article number of the item you intend to return. Upon your request, we will coordinate the issuance of a return label for your convenience or schedule a parcel pickup directly from your address.

You can contact us via the following methods:

• Website: Use our Online Contact Form
• Telephone: +44 1865 951 303 (Monday to Friday, 8am-5pm and Sat 8am-2pm)
• E-mail: service@zooplus.com

When you speak to our customer service team, you will be asked for the article number of the item and the reason you wish to return it.

You may choose to use our withdrawal form, but this is not mandatory.

If possible, please return the items in their original packaging. If you are unable to use the original packaging, please use suitable alternative packaging.