Refund policy
Last updated: 05 October 2026
We want you and your pet to love what you order. If something isn't right, here's how returns work.
Changed your mind? You have 14 days
Under UK consumer law you can cancel your order for any reason within 14 days of the day you receive it.
- Tell us within those 14 days by emailing hello@thezoomieco.co.uk with your order number. You don't need to give a reason.
- Send the item back within 14 days of telling us. It should be unused and, where possible, in its original packaging.
- Return it to: The Zoomie Co., 4 Reservoir Close, Greenhithe, DA9 9BX, United Kingdom. Please use a tracked service and keep your proof of postage.
Return postage: if you've changed your mind, you pay the cost of sending the item back to us.
Your refund: we refund the price of the item and the original standard delivery charge within 14 days of receiving the item back, or of you showing us proof that you've sent it, whichever is sooner. Refunds go to your original payment method. If an item comes back used or damaged beyond what's needed to check it, we may reduce the refund to reflect that.
Faulty, damaged or not as described
Your statutory rights under the Consumer Rights Act 2015 apply:
- Within 30 days of delivery, you can reject the item for a full refund.
- After 30 days and up to 6 months, we'll repair or replace it first. If that doesn't work, you can have a refund.
Email hello@thezoomieco.co.uk with your order number and a photo of the problem. We cover the return postage for faulty, damaged or incorrect items.
Items we can't take back
For hygiene reasons, grooming items can't be returned once their seal has been broken, unless they are faulty.
Need help?
Email hello@thezoomieco.co.uk. We aim to reply within 2 working days.
The Zoomie Co. is a trading name of Douglas Adams, 4 Reservoir Close, Greenhithe, DA9 9BX, United Kingdom.