Returns & Exchanges
We completely understand that it is sometimes difficult, and can be easier said than done to measure and size an uncooperative dog. We offer a returns and exchange policy to make sure you can get the right fit and product for your dog's needs. Please follow the instructions below for trying on our products if you are unsure about the sizing or suitability.
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 it very quickly, but some need a bit more time.
Try on any product for the first time with some cling film, a t-shirt or sock over your dog to prevent any hair transfer.
Please do not put the product straight onto 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.
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 original tags.
Please fill out the exchange form included in your order. You also need to include a cheque made out to 'Zooma' for your chosen delivery charge to cover the postage and packaging costs for your new size. Alternatively we can send a PayPal invoice or we can call to make a card payment over the phone.
All exchanges go through the restocking process and any products returned with hair, dirt or odours will be liable for the re-stocking charge listed below.
If your exchanged item is cheaper than the original product, we will deduct the shipping charge and then refund the difference.
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 full 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 and given the details of your refund and your refund processed and back into your bank/PayPal account within 14 days, we will email you as soon as your return is being processed, please check your junk email inbox if we are not in your contacts.
We do not refund shipping charges or pay for returns postage.
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.
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 Missigned 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.