Return Policy and Right of Withdrawal

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.

You can also view our full Terms & Conditions.

Returning an item

There are two ways to return your item:

Option 1: If you wish to have your parcel picked up from your address, please contact our customer service team who will arrange this.

Option 2: If you wish to send the package directly to our return address please make sure you have sufficient postage:

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 can contact us via the following methods:

  • Website: Use our Online Contact Form
  • Telephone: +44 1865 951 303 (Monday to Friday, 8am-5pm and Sat 8am-2pm)
  • E-mail:

If possible, please return the items in their original packaging. If you are unable to use the original packaging, please use suitable alternative packaging.

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

If you select option 2, please include your order number, name and address. Send the package with sufficient postage to our return address:

zooplus SE
zooplus Returns Center
Marktal 3
99880 Hoerselgau

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.