Refund Policy

Last updated:

✅ Our Promise

30-Day Money-Back Guarantee

We stand behind every product we sell. If you're not completely satisfied within 30 days of receiving your order, we will issue a full refund — no questions asked. Your happiness is our priority.

How to Request a Refund

1

Contact us within 30 days

Email us at info@zoolivo.com with your order number and the reason for your return. Photos of the item are helpful but not required for a standard refund.

2

We'll respond within 24 hours

Our team will confirm your refund eligibility and provide return instructions if applicable. Many refunds are approved without requiring the item to be sent back.

3

Receive your refund

Once your return is confirmed, your refund will be processed to the original payment method within 5–10 business days, depending on your bank or card provider.

Exchanges

Changed your mind about size or colour? No problem. We offer hassle-free exchanges within 30 days of delivery. Simply:

  • ✓Email us at info@zoolivo.com with your order number and the item you'd like instead.
  • ✓We'll confirm stock availability and send a prepaid exchange label if applicable.
  • ✓Your replacement item will be dispatched within 48 hours of receiving your return.

Damaged or Defective Items

Received something damaged or defective? We sincerely apologise. This should never happen.

  • →Email us at info@zoolivo.com within 30 days of receipt.
  • →Include a photo of the damage in your email.
  • →We will immediately send a replacement at no cost, or issue a full refund — your choice.
  • →You will not be asked to return the damaged item.

Return Shipping

We try to make returns as painless as possible:

💔

Defective / Wrong Item

We cover all return shipping costs.

🔄

Change of Mind

Customer covers return postage. We refund the product price in full.

📦

Item Never Arrived

We reship for free or issue a full refund — no return needed.

Exceptions

We cannot accept returns or issue refunds for:

  • Items returned more than 30 days after delivery.
  • Items that have been heavily used, washed, or damaged by the customer.
  • Gift cards or digital products.

If you're unsure whether your situation qualifies, please don't hesitate to reach out — we're always happy to help.

💬

Need help with a return?

Our support team is here to make things right.

Email info@zoolivo.com

Or visit our Contact page to use the contact form.