Our returns address is different from our contact address, we regret that we will not be able to refund fully items that are returned to the incorrect address due to the extra costs incurred.

To ensure the safe return of your items and the correct allocation of the items to your order, please follow the guidelines below:

Please send the unwanted or damaged products back to the address below if within 180 days of receiving your goods

Pet Zoo Returns
Rolls Farm Barns
Hastingwood Road
Magdelan Laver
Essex
CM5 0EN

Please also include your full name, shipping postcode, date your order was processed (available in your order history) and order number inside the package. If you still have the original packing slip then please include that instead. You are required to send items back to us using the cheapest of Royal Mail Recorded or Special Delivery and to email us with the tracking number as soon as you get it - this will ensure there are no delays in processing your refund. This will also protect you should there be a dispute about whether items have been successfully delivered back to us. You're responsible for ensuring the items arrive safe so please package them accordingly, we advise you to return them with the original packaging to ensure that the products are not damaged on their return journey.

Once the products are received back at our warehouse and checked, a refund/exchange will be processed within 14 working days.

If you are returning goods due to an error on our part we will refund you your return shipping costs - email us to let us know how much it cost to return your items. If you have simply changed your mind or have ordered the wrong product then neither the return shipping costs or original delivery costs will be refunded.

If you are returning defective or incorrect items for an exchange please email us to let us know what needs sending. Our returns department is seperate to our order processing department so failure to email us these details will result in a delay in processing your exchange.

In the event of Pet Zoo sending you a replacement for a damaged, defective or wrong item, you must return the item to Pet Zoo at our returns address within 180 days. Pet Zoo reserves the right to charge the price of the replacement item to the payment card used for the original order if you do not return the original item to us within 180 days of the date on which Pet Zoo confirms we will issue a replacement.

You'll receive an email to confirm that your refund has been processed or exchange has been dispatched.

This returns policy does not affect your statutory rights.