Refund policy

At Zoozoo.ae, your satisfaction is our top priority. If you are not fully satisfied with your purchase, we are here to make the return or refund process simple and hassle-free.

Customer Support: support@zoozoo.ae | +971 54 365 7220

1. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The product must be unopened, unused, and in its original packaging.
  • The return request must be made within 7 days of delivery.
  • You must provide your original purchase receipt or order confirmation.

Products Not Eligible for Return:
Certain items cannot be returned due to hygiene, safety, or regulatory reasons, including:

  • Perishable goods (e.g., chilled or frozen pet food)
  • Opened or partially used pet food
  • Grooming tools, litter boxes, and other hygiene products
  • Medications and supplements

If you received a damaged or defective product, see section 4 below.

2. How to Initiate a Return

To start a return, contact our customer support team within 7 days of delivery:

  • Phone: +971 54 365 7220
  • Email: support@zoozoo.ae

Please provide the following details:

  • Order number
  • Product name and quantity
  • Reason for return
  • Photos of the product (if applicable)

Our team will guide you through the return process and issue a return authorization if your request is approved.

3. Return Shipping

  • Customers are responsible for return shipping costs, unless the return is due to a damaged or defective product or an error on our part.
  • Ensure the product is securely packaged to prevent damage during transit.
  • Use a trackable shipping method to avoid lost items. Zoozoo.ae is not responsible for lost or damaged returns.
  • Once we receive your returned product, it will be inspected, and we will notify you of the outcome.

4. Damaged or Defective Products

  • Contact our support team immediately if you receive a damaged or defective product (within 7 days of delivery).
  • We may request photos of the product to assess the issue.
  • We will arrange a replacement or refund, including any return shipping costs.

5. Refunds

  • Once your return is inspected and approved, we will process your refund.
  • Refunds will be issued to the original payment method.
  • Please allow up to 5 business days for the refund to reflect in your account.
  • Shipping costs are non-refundable, unless the return is due to a defective product or our error.

6. Exchanges

  • We currently do not offer direct exchanges.
  • To exchange a product, please return the original item and place a new order for the desired product.

7. Cancellation Policy

  • You may cancel an order before it has been shipped.
  • Contact our customer support team as soon as possible to cancel.
  • If the order has already been shipped, please follow our return process.

8. Policy Changes

  • Zoozoo.ae reserves the right to update this Return and Refund Policy at any time without prior notice.
  • Changes become effective immediately upon posting on our website.

If you have any questions or need assistance, contact us at support@zoozoo.ae or +971 54 365 7220.

Thank you for shopping with Zoozoo.ae!