Returns & Refund Policy
We are processing all refunds as normal, but please be aware that due to COVID-19 and our office only having one member of staff to process customer returns, refunds may take longer than the standard 14 days.
To qualify for a refund, products must be returned in new condition with no signs of wear & all original packaging. Products must be returned 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. You will be notified within 5 working days of your returned item arriving at Zoomadog. Please note the below.
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 a product is to determine the correct size, using the product for any amount of time indoors or outdoors will deem it used.
As we carefully check every item which is returned, please make sure you check the item carefully before it is returned back to us, particularly in any velcro straps.
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 above. These products will be returned to the buyer and will not be refunded.
2. The buyer is responsible for return shipping and costs using the carrier of his/her choice.
3. Once received and a refund agreed, the original payment method will be refunded within 14 days.
4. Please include a copy of the returns slip to ensure we know who you are and the reason for the return / exchange.
If you would like to exchange your product for a different size or item, please return it to the address below in new condition with all original packaging.
8-10 Malew Street
Isle of Man
Please fill out the exchange form included in your order. You can call us to pay the new shipping charge by card or we will send a PayPal invoice where you can compete the payment. If your exchanged item is cheaper than the original product, we will deduct the shipping charge and then refund the difference
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.
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.
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.
Please contact us if you have any further questions on 01624 829575 or by email at [email protected]