Returns of unused and unopened items are accepted within 30 days of purchase date, with the exception of 'As Is' items & Replacement Parts (see below). We advise that you keep your original packaging during this time. Please contact us to request a return, exchange or get information about any additional policies that may apply.
RETURNS PACKAGING & ITS CONDITION WHEN SENDING BACK -
Only items in original packaging can be returned. If an item is sent back in non-original packaging, this will immediately void the refund for the customer. Unfortunately, we cannot provide replacement boxes. Every customer will receive this notice in their Order Confirmation Email and their Shipping Confirmation Email to hold on to their packaging for the first 30 days.
Please be respectful of your returned item(s) when sending it back to us. We take great care in making sure your item arrives to you in perfect condition and is properly boxed/packaged, we expect the same from you on your return(s).
All returns are inspected upon arrival by us. If found the item arrives back damaged due to customer poorly boxing/packing your returned item, this will effect your refund amount. Severely damaged goods arriving back to us due to poor customer boxing/packaging may even result in getting no refund at all.
OPEN BOX & RECON ITEMS -
Open box & Recon items have the same 30 Day return policy as "New - Unopened" items. Enjoy the savings on us!
REPLACEMENT PARTS -
Items sold 'Replacement Parts' are non-returnable, non-refundable and are absent of any product warranty. 'Replacement Parts' items will be clearly identified and marked as such on the product page prior to purchase.
'AS IS' ITEMS -
Items sold 'As is' are non-returnable, non-refundable and are absent of any product warranty. 'As Is' items will be clearly identified and marked as such on the product page prior to purchase.
These items as still NEW condition in the factory sealed packaging and box, however ZooVaa simply needs to clear these items out quickly with no fuss. These special items are usually so heavily discounted, thus excluded from Zoovaas return policy and the Manufacturers product warranty, and hence sold "As is".
RETURN SHIPPING COSTS – WHO PAYS?
When ZooVaa Pays For Return Shipping - Zoovaa will pay for the cost of return shipping if the reason for return was result of OUR error. Examples of instances may include:
- Item arrived damaged
- We shipped out the wrong item #
- We shipped it to the wrong address
- We shipped a duplicate order
- Item malfunctioned during the 30 day returns period (Assuming the customer assembled the item properly per the instruction manual)
IMPORTANT: For items that arrive damaged or is defective, YOU MUST provide video/photos to support your claim that the item arrived damaged or is malfunctioning. If a customer refuses to or failure to send photos/video of a claimed malfunctioning/damaged item, this return will be treated as "buyer’s remorse" and the customer is solely responsible for shipping it back. If a customer claims an item is defective/damaged, the customer must provide proof prior to return, no exceptions. Use the Contact Us form to submit pics/videos for your return request.
Once we have received the approved returned item, we will review its condition. If the item is found to be defective, we will issue the refund.
If the return request for a damaged/defective item can be fixed with simple parts and support, we can provide the option of free replacement part(s) and advice on how to repair your item if the customer finds that to be the easier solution so you don't have to fuss with shipping a large bulky item back. Also note, we do not send out technicians or repairmen to customer homes.
When the Customer Pays For Return Shipping - In the case of a return due to customer error, return shipping is the customer’s responsibility and shipping charges are paid by customer. Pre-paid return shipping labels are not provided in these instances. It is important to note that original shipping and handling costs will be deducted from your total refund, and any order offered with special shipping charges is subject to a deduction of our actual outbound shipping costs. Examples of these customer returns may include:
- Buyers Remorse ("Not satisfied with performance", "Item doesn't fit me correctly", "Item doesn't meet my expectations", etc)
- No Reason / No Longer Want
- Misinterpretation of Product Description (failure to fully read item details/descriptions/features)
- Order Cancellation after the item already shipped out
- Customer bought the wrong one
- Customer accidentally bought too many
- Customer accidentally provided wrong shipping address
After the 30 day returns period, customers may use the items manufacturers warranty period for exchanges or repairs if the item is faulty or malfunctioning. Please see the Manufacturers warranty for details.
RESTOCKING FEES –
All returns are subject to a 15% restocking fee which will be deducted from your refund if item is proven to be at customers fault for the reason for return.
The refund (less shipping and restocking fees) will be applied to your original payment method once the return is processed in our warehouse. Original shipping costs are non-refundable. Please note that the return process involves several stages, so please be patient in awaiting your refund. Generally following the date of arrival at our warehouse, this process is approximately 5 to 10 business days to receive return, inspect, re-stock, issue credit to original form of payment, and for credit/debit card payments for your banking institution to post the refund to your account (in certain instances additional stages are required).
ORDERS RETURNED WITHOUT DELIVERY –
If an order is returned as undeliverable due to incorrect shipping address or non-availability of recipient to accept delivery (in cases where we require signature confirmation) or due to refusal to accept shipment, it shall be considered as a return by customer error and our standard Return Policy is applicable on such orders. In addition to the restocking fees, the actual Shipping & Handling charges for outbound and return shipping are chargeable to your account.