Refund policy

Last updated: 10.12.2025

At ZAZOOLAND, we want you to feel confident when shopping with us. If something isn’t right with your order, we’re here to help.

RETURN ELIGIBILITY

We offer a 15-day return period, meaning you have 15 days after receiving your item to request a return.

For customers located in the European Union, a 14-day cooling-off period also applies (see below).

To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it
  • In its original packaging
  • With all tags attached
  • Accompanied by proof of purchase or order confirmation

Returns that do not meet these conditions may not be accepted.

HOW TO START A RETURN

To request a return, please contact us at contact@zazooland.com with:

  • Your order number
  • The reason for the return
  • Photos of the item if it arrived damaged or incorrect

If your return is approved, we will provide return instructions and the appropriate return address.

Please do not send items back without contacting us first, as unauthorized returns will not be accepted.

FREE RETURNS

We offer free returns in the following cases:

  • The item arrived damaged or defective
  • You received the wrong item
  • The item is unopened, unused, and you choose store credit instead of a refund

In all other cases — including change of mind, incorrect size selection, or ordering the wrong product — customers are responsible for return shipping costs.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order upon arrival and contact us as soon as possible if:

  • Your item is damaged
  • Your item is defective
  • You received the wrong item

We may request photos to help us review the issue and provide the most appropriate solution.

NON-RETURNABLE ITEMS

Certain items cannot be returned due to hygiene, safety, or customization reasons. These may include:

  • Personalized or custom-made items
  • Opened pet care or hygiene-related products
  • Items marked as non-returnable on the product page

If you are unsure whether your item is eligible for return, please contact us before placing your order.

EXCHANGES

We currently do not offer direct exchanges.

If you would like a different item, size, or color, the fastest solution is to return the original item (if eligible) and place a new order separately.

EUROPEAN UNION — 14-DAY COOLING-OFF PERIOD

If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification.

To qualify, the item must be unused, in its original packaging, and with all tags attached.

Return shipping costs apply unless the item is damaged, defective, or incorrect.

REFUNDS

Once we receive and inspect your returned item, we will notify you regarding the approval status of your refund.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or payment provider may require additional time to process and post the refund to your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at contact@zazooland.com. 

CONTACT INFORMATION

For any return or refund-related questions, please contact us at:contact@zazooland.com