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Returns & Exchanges

We hope the product you buy fits your dog perfectly and gives you fantastic results, but also understand that sometimes its hard to measure a dog accurately, and that not all products will suit all dogs. You may return or exchange your Zoomadog product within 14 days of date received for a refund of the purchase price, or for an alternative product. We do not refund shipping charges or offer free return shipping. Please note the below.

1. Products returned to us that contain hair, dirt or dander are non-refundable due to distance selling laws of "health and hygiene". This is to prevent cross contamination between dogs. Please follow our "Using a product for the first time"   instructions below. If a product is returned to us with a few stray hairs, and we deem it as new but have to check it carefully and remove a few hairs (this does take time), we will refund the product minus a 10% restocking charge. Please return all products with original packaging and lotions and supplements must still be sealed.

2. Buyer is responsible for return shipping and costs using the carrier of his/her choice. 

3. Once received the original payment account will be refunded within 14 days. 

4. Include a copy of the returns slip to ensure we know who you are and the reason for the return / exchange.

Using a product for the first time

Please be patient with your dog, they may be unsure when wearing a product for the first time. Encourage them to walk with some treats, provide some reassurance or go for a short walk to distract them until they get used to wearing a product. Most dogs get used to our products very quickly, but some need a bit more time. 

Try on any product for the first time on your dog with some cling film, a t-shirt or socks on paws to prevent any hair transfer.

Please do not put the product straight on your dog without a covering until you are happy with the size and function of the product, as we will not be able to offer an exchange or refund for the item once it has been worn. Trying on product is to determine the correct size, using the product for any  amount of time or outdoors will deem it used.


Exchanges

If you would like to exchange your product for a different size or item, please return it to the address below in new, unused, hair and odour free condition with all original tags. 

Please fill out the exchange form included in your order. You can call us to pay the new shipping charge by card or request a PayPal invoice if you prefer.

If your exchanged item is cheaper than the original product, we will deduct the shipping charge and then refund the difference

Full Refund- Items returned in new condition

  • Returned within 14 days of receipt. 
  • Odourless, no hair, no signs of use and has all original packaging and tags attached.
  • At our discretion we can offer a refund with a 10% restocking charge if the product is returned in "new" condition but contains a few stray hairs.
  • No Refund  If the item has been used and is soiled, with a strong odour, dirt or hair, we will return the item to the sender. 

Zoomadog reserves the right, at its sole discretion, to reject any return that does not comply with these requirements. Our returns and exchange policy has been fully approved by the Isle of Man Office of Fair Trading. 

 

Refused Delivery, Lost or Wrongly Signed for Parcels

Please note that if you refuse goods from either Royal Mail or Courier once they have been sent to you, we reserve the right to bill you for both the cost of sending the item and the return of the item to us. If you refuse an order without instruction from ourselves and it becomes lost in transit we will not refund the value of goods as all liability will have passed to the person who refused the delivery. 

Any losses or delays that occurs from lost parcels will be the responsibility of the person who ordered the goods, we will of course assist you as much as we can to help you launch an investigation with Royal Mail if your parcel is missing, delayed or has been signed for by anybody who is not the intended recipient, but this is a matter between the recipient and Royal Mail (or International Delivery Services, if applicable) rather than the recipient and Zoomadog and it is the recipient's responsibility to contact Royal Mail regarding their parcel.


Returns

We are able to offer a full refund for products returned in new, unused, odourless and hair-free condition within 14 days of receipt by the customer.  

Please do not send us anything back which has clearly been used, has any amount of dog hair on it, or has been tried on without protecting the product from your dogs fur and expect a refund.

We carefully check every item which is returned. Do not place the item straight on your dog without a protective covering. Please check the item before it is returned back to us, particularly in any velcro straps.

You will be notified within 1-2 working days of your returned item arriving at Zoomadog. If the product is returned in new condition we will refund you in full minus the shipping charge. The payment will be returned to your card/ PayPal account within 14 days, we will email you as soon as your refund has been processed.

We do not refund shipping charges or pay for returns postage.

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