Returns & Refund Policy
We want you to be delighted with every purchase you make with Zoohause however, if on the rare occasion you are not completely satisfied with your item or if it just doesn’t fit the part, you can return it to us under the following terms and conditions:-
Please return your item directly to store, unused and in its original condition (as it was bought) together with proof of purchase within 28 days of purchase in order to qualify for an exchange or full refund.
If returning an item after 28 days we will be pleased to provide you with either an exchange or refund in the form of a Zoohause gift card for up to 60 days after the purchase date.
Sale items can be returned for up to 7 days from date of purchase to qualify for an exchange or full refund. Items returned after 7 days will not be eligible for exchange or return.
Discontinued / Ex-display items (in-store only)
Discontinued or ex-display items are neither returnable or refundable.
On the rare occasion that you may find your item develops a fault, please return the item directly to our store within 30 days of purchase together with proof of purchase and we’ll either exchange or refund it for you.
Any unwanted purchases made on-line can be returned within 28 calendar days for a full refund of the items returned (exchange is not available for on-line purchases).
Please complete the returns form provided in your parcel and return items to:
Unit 10 Crossinglands Business Park
Salford Road, Aspley Guise
You are responsible for covering the cost of returning items to us.
Please retain a proof of postage until you have received email confirmation of receipt and acceptance of your return. Goods will only be accepted if they are returned in the original condition together with the original packaging and any tags still attached.
Faulty or damaged items
In the unlikely event you receive your delivery to find your item to be either faulty or damaged on arrival, please inform us by email within 3 calendar days of receiving the item at firstname.lastname@example.org located in the contact us page. Please select “Report a faulty or damaged item” from the dropdown menu as the email title. A photograph of the faulty / damaged item is required and should be uploaded to your email. A member of the Zoohause team will then be in touch to provide a resolution to the issue in question.
Please DO NOT attempt to assemble or fix an item yourself or via a third party as this will affect your entitlement to a refund, compensation or reimbursement. We also ask that you do not return a faulty or damaged item without contacting our customer services team first.
If an item is agreed to be faulty or defective, you will not be responsible for covering the returns postage cost and there will be no charge for delivery of a replacement item.
Return to a store
Goods bought on-line can be returned to us directly in store if they are unused, in their original packaging and together with proof of purchase within 28 calendar days of purchase for refund of the cost of the goods returned. Refunds can only be made directly to the card on which the purchase payment was made.