Refund policy

Last updated: October 22, 2026

We want every Zoomie order to make tails wag. If something isn't right, we'll help you sort it out.

30-day returns

You can request a return within 30 days of delivery. Items must be unused, in their original condition and packaging, with any tags attached.

Advent calendars can be returned unopened, with the seal and all doors intact.
Toys and lick bowls that have been used by a pet can't be returned for hygiene reasons, unless they are faulty.
Gift cards can't be returned.

Faulty, damaged or wrong items

If your order arrives damaged, faulty or isn't what you ordered, email us within 30 days of delivery with your order number and a photo. We'll send a replacement or give you a full refund, and in most cases you won't need to send anything back.

How to start a return

Email hello@zoomiepet.co with your order number and the items you'd like to return.
We'll reply with return instructions and the return address. Please don't send items back without contacting us first, as we can't accept returns sent to the wrong address.
Once we receive and check your return, we'll let you know if it's approved.

For change-of-mind returns, return shipping is paid by the customer unless the law where you live says otherwise. We recommend a tracked service.

Refunds

Approved refunds go back to your original payment method within 10 business days. Your bank or card provider may take a few extra days to show it. Original shipping costs are refunded only if the item was faulty, damaged or sent in error.

Exchanges

Need a different collar size or colour? Email us and we'll help. The quickest way is usually to return the original item and place a new order.

Your legal rights

If you live in the UK or the European Union, you also have a legal right to cancel your order within 14 days of delivery without giving a reason. This policy does not affect your statutory rights where you live.