Zooplus Return Policy
What is your return address?
For the return address please contact our customer service team for further details. Please fill out the returns form enclosed in your package and place it in the parcel to be returned.
Is there a time limit for returns?
As our valued customer you have the unconditional right to cancel your contract within 14 days of delivery, without being obliged to state any reasons. To comply with this time limit, all you need to do is to either return the goods, or contact us regarding your return within this 14 day period by e-mail or telephone after the receipt of goods. If the cancellation is successful, the payments and/or services are refunded on both sides, including uses (ie: interest). Once we have received your return/s, the purchasing contract is cancelled and you will be refunded within 14 days.
Should I pay the postage for my returns?
Please contact our customer service team if you wish to return some or all of the items from your order. Please do not send goods without sufficient postage. Unfortunately, we must request that goods which are not damaged or incorrect be returned at your own cost, depending on the value of the goods. Please contact customer service to learn more. You will find all the documents necessary for returning goods together with the invoice in your parcel.
When and how do you refund the postage?
If the goods arrive damaged, please contact zooplus for a full refund. Faulty goods are fully refundable, including delivery, return, etc. Please inform our customer service team of faulty goods or goods damaged in transit within the first 2 days of their arrival.
The refund of the return costs follows in accordance with the standard rates of our delivery partners. Any priority, express or courier component of the postage charge cannot be refunded. We are pleased to offer a collection service from your home in cases where the goods are difficult to transport Please get in touch with our customer service team for further information.
Please inform us of the postage costs using our contact form so we can refund you accordingly. The postage is not always clearly stated on the package .
The article I have ordered does not fit. May I return it?
Yes. The zooplus AG guarantees you the unconditional right to cancel your contract within 14 days of delivery without being obliged to state any reasons. To comply with this time limit, simply return the goods bought online or send a return request within the 14 day period by by e-mail or telephone after the receipt of goods. All articles which you have bought online and do not like can be returned when accompanied by sufficient postage.
Why do I receive an invoice with my exchange order even though I have already paid the previous bill?
When you return an article your customer account will be credited accordingly. However, it will first be credited after we receive the returned goods. If you have already paid your original order by credit card then it will not be charged again. Please disregard the invoice which accompanies the exchange delivery.
If the price of the item you have received as a replacement is more favourable than that of the original order then the difference will be credited to your customer account. It can then be used for future orders. For more information regarding your account please contact our customer service team.
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