Returns, Refunds & Cancellations
We want our returns process to be clear and straightforward. This page explains your rights when cancelling or returning an order, what happens if an item arrives faulty or damaged, and how refunds are handled.
Returns, Refunds & Cancellations
Clear information about cancelling an order, returning an item and what happens if something arrives faulty, damaged or incorrect.
Can I cancel or return a standard Zoocket product?
Yes. For standard catalogue products bought online, you can cancel before dispatch or tell us you wish to cancel within 14 days of receiving your order. You then have a further 14 days to return the item to us.
How do I request a return for a faulty product?
Contact us as soon as possible if your item arrives faulty, damaged or incorrect. We’ll explain the next steps and arrange an appropriate return, replacement or refund.
What about personalised or custom-made products?
Products made to your specifications or clearly personalised cannot normally be returned simply because you change your mind. This does not affect your rights if the item is faulty, damaged or not as described.
When will I receive my refund?
Where a refund is due following a return, it will be made to your original payment method within 14 days of receiving the returned item, or receiving evidence that it has been sent back where applicable.
Who covers the cost of return shipping?
For a change-of-mind return, you are responsible for the return postage cost. If an item is faulty, damaged, incorrect or not as described, we’ll cover the appropriate return cost.
Can I have a replacement instead?
If your item is faulty, damaged or incorrect, contact us and we’ll discuss the appropriate options, which may include a replacement or refund. Your statutory rights are not affected.
How Returns Work
If you need to cancel or return an order, we aim to keep the process clear and straightforward.
Tell Us You Want to Return Your Order
For standard catalogue products, contact us within 14 days of receiving your order if you wish to cancel and return it.
Send the Item Back
Once you’ve told us you wish to cancel, you have a further 14 days to return the item. Please package it securely to help prevent damage in transit.
Refund Processing
Once we receive the returned item, or receive evidence that it has been sent back where applicable, we’ll process any refund due to your original payment method within 14 days.
Clear, Straightforward Support
If you need to cancel an order, arrange a return, or report an item that is faulty, damaged or incorrect, we’re here to help. Contact Zoocket and we’ll explain the next steps clearly and deal with your request as quickly as possible.