Return & Refund Policy

We want you to shop with confidence. This Return & Refund Policy is designed to be transparent, fair, and easy to follow, while clearly outlining the steps required to ensure a smooth and timely return or refund process.

Please review the policy carefully before initiating a return.

1. Return Eligibility & Timeframe

All return requests must meet both of the following conditions:

The return request must be submitted within 30 days of delivery
Returned items must be unused, unopened, and in original packaging, including all accessories, manuals, fasteners, and labels

Returns that do not meet these conditions may be delayed, partially refunded, or declined.

2. Quality-Related Returns (Defective, Damaged, or Incorrect Items)

If you receive an item that is defective, damaged during transit, or different from what you ordered, we will take full responsibility and make it right.

What we cover:

Return shipping costs
Replacement shipment or full refund (based on your preference and product availability)

Required documentation:

To help our quality control team quickly assess and approve your request, please provide clear photos of the following three items:

The product itself, clearly showing the defect or issue
The original outer packaging (to verify transit condition)
All attached labels, including shipping labels and product information labels

Providing complete and clear photos allows us to resolve issues faster and avoid unnecessary back-and-forth.

Once approved, we will either:

Provide a prepaid return shipping label, or
Arrange a courier pickup, depending on your location and package size

3. Personal Preference Returns (Change of Mind / No Longer Needed)

Personal preference returns include, but are not limited to:

You no longer want the item
The product does not meet your personal expectations
You ordered the wrong model or changed your decision after purchase

In these cases:

Return shipping costs are not covered
The return shipping fee will be deducted from your refund
The exact deduction amount depends on your location and package weight
You will be informed of the estimated return cost before confirming the return

Refunds will be issued once the returned item passes inspection.

4. Orders Delivered in Multiple Packages

Some orders are shipped in two or more separate packages due to size, weight, or warehouse handling requirements.

If you need to return:

The entire order, or
Only part of the order

You must return each item in the same number of packages as originally shipped (e.g., 2, 3, or 4 separate packages).

Important:

Do not combine items from different packages into a single return box
Each package must be individually trackable

Failure to follow this requirement may result in:

Processing delays
Missing items
Incomplete or denied refunds

This policy ensures accurate item matching and protects both parties during transit.

5. Return Inspection & Refund Processing

Once we receive your return:

Items will be inspected within 3–5 business days
If the return meets all conditions, refunds will be processed promptly
Refunds are issued to the original payment method

Please note:

Original shipping fees (if any) are non-refundable, unless the return is due to a quality-related issue
Refund processing time may vary depending on your payment provider

6. Important Notes

Do not ship items back without prior approval
Unauthorized returns may be refused or returned to sender
Returns that show signs of use, modification, or missing components may be rejected or partially refunded

If you are unsure whether your order qualifies for a return, our support team is always happy to assist.

7. Contact Us

If you need help with a return or refund, please contact our customer support team before sending anything back.

Email: zootopo.service@gmail.com
We are committed to resolving issues fairly, efficiently, and professionally.