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Returns and Replacements

When and how can I return an item?

Changing your mind

As our valued customer, your satisfaction is our top priority. If, for any reason, you are not completely satisfied with your purchase, you have 14 days (from the date you receive your goods) to return it to us for a full refund. As well as refunding your full invoice value, including delivery, we’ll also cover the costs of returning the goods to us*. Please see below for further details and instructions on how to return an item.

Faulty goods

In the unlikely event that there was a problem with your order or the goods were faulty, please contact our customer services team to arrange a replacement or refund.

Non-refundable products

We are unable to offer a refund on a small number of products, such as items which have been personalised or perishable goods. Please click here for further information.


To view our full Terms & Conditions, please click here.

Returning an item

Step 1:

Please contact our customer service team within 14 days of receiving your goods. You will be asked for the article number of the item you wish to return. You will be given an individual return number, which allows us to identify the returned product when we receive it.

You can contact us via the following methods:

You may choose to use our withdrawal form but this is not mandatory.

Step 2:

Complete the Return Form you received with your goods (including your individual return number) and place it in the package with the goods you are returning.

Step 3:

Send the package with sufficient postage to our return address:

    zooplus AG
    zooplus Returns Center
    Marktal 3
    99880 Hoerselgau
    Germany

We kindly request that you return the goods at your own cost: these return costs will be reimbursed as soon as we receive the goods, provided you informed us within the 14 day deadline.

*We will refund the return costs in accordance with the standard rates of our collection partners. We will not refund costs incurred for express delivery or oversized parcels. If packages are difficult to transport we can arrange collection. Please get in touch with our customer services team for further information.