Refund Policy

Refund policy
Customer satisfaction is always our top priority, and as such we handle each query on an individual basis to the best of our ability. While we hope that you are delighted with your order, if you are not perfectly satisfied with your goods we will happily offer you a full refund.
All returns should be sent back to us in their original packaging provided & original condition.
If you are not happy with your purchase just return it to us, in its original and unworn condition, within 30 days of receipt and we will either send out replacement goods or refund you the purchase price except shipping charge.

Faulty Product
Significantly different to those shown or described
Unsafe due to damaged packaging
These are due to our reasons and we are fully responsible for your dissatisfaction. You can choose to exchange for a new one or choose to refund directly, as long as you are satisfied.All additional costs such as logistics are borne by us

No Return Basis
The term “ No Return Basis” means that, unless the product is “damaged”, “faulty” or “incorrect”, the product will not be accepted for return.

Incorrect orders
When you receive your order from us and you identify that it is incorrect in anyway, please contact us within 24 hours of receipt of your order to advise us so we can make the appropriate arrangements for replacement, return or a refund. Refunds are issued to the same payment method of original transaction.

Damaged and faulty product
If a product/s is damaged or you consider it to be faulty please contact us within 72 hours of receipt of your order and we will advise you if the product/s are to be returned and replaced or a refund is to be issued. – refunds are issued to the same method of payment that you used to place the order.
Generally if any product you order from us is considered to be faulty, we wish to have it returned to us so that it can be passed on to the supplier of that product for review as part of ensuring product standards and quality are maintained.

Return process
When you find a problem with the product, please send us an email as soon as possible, and provide us with your payment email, order number, and pictures or videos showing the product problem.
If we agree with your question, our customer service will provide you with an address. You can mail the product to the address provided within 2 working days. For the convenience of inquiry, please use traceable logistics
After we receive your parcel, we will inspect it, and we will send a new parcel to you within 3 working days after inspection.

Refund process
If we ask you to return the product in question to us, the refund will be returned to your payment account within 3 working days after receiving the package you sent back and verifying that it is correct. Please pay attention to check it.
If you do not need to return the product, the refund will be returned to your payment account within 5 working days agreeing to your application
If you have not received the refund after more than 7 working days, please email us to verify the situation

Cancel Order
Contact us immediately and it is best to apply for a refund within 24 hours. In most circumstances, orders are processed and dispatched on the same business day. Orders that have been dispatched cannot be cancelled.

Incorrect Address or Returned Items
If the shipping address on your order is incorrect or incomplete, please note that we cannot change the delivery address after an order has been shipped. We cannot be held responsible for any delays, fees, loss of package, or other delivery issues if you’ve made an error in the shipping information on your order. If such an error causes an order to be rejected, lost or destroyed, we cannot issue a refund or replacement of any kind.
If the error causes the order to be sent back to us, you may be responsible for return shipping fees. Unfortunately, unless the order is returned back to our warehouse in an undamaged, resalable condition and in it’s original unopened packaging, we can not issue a refund. Refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed.
Refunds will not be processed for orders that are “rejected by the customer” at delivery point and subsequently returned to zoonfamily Head Office.

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