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

Step 1:

Please contact our customer service team within 14 days of receiving your goods.

You can contact us via the following methods:

    Website: Use our Online Contact Form
    Telephone: 01234 430 366 (Monday to Friday from 8am-5pm & Saturday from 8am-2pm)
    E-mail: service@zooplus.co.uk

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

When you speak to our customer service team, you will be asked for the article number of the item you wish to return. You will then be given a unique return ID, which allows us to identify the returned product when we receive it.

If you wish to return the item free of charge at a Post Office branch or Parcelforce depot, please also request a return label from our customer service team. If you wish to have your parcel picked up from your address, please contact our customer service team who will arrange this.

Step 2:

Complete the return form you received with your goods (attached to your invoice) and include your unique return ID. Place this form in the package with the goods you are returning.

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

Step 3:

Option 1: Return the item free of charge at a Post Office branch or Parcelforce depot using a return label available from our customer service team.

Option 2: Send the package with sufficient postage to our return address:

    zooplus Returns
    Pilgrims Walk
    Prologis Park
    Coventry
    CV6 4QG

When using this option, you are required to return the goods at your own cost. These return costs will be reimbursed as soon as we receive the goods, provided you informed us within the 14 day deadline that you wished to return the item.

*We will refund the return costs in accordance with the standard rates of our collection partners. We will not refund costs incurred for express delivery or oversized parcels. If packages are difficult to transport, we can arrange collection. Please get in touch with our customer services team for further information.