Refund policy

Return & Refund Policy

At ZOO-SON®, we strive to ensure complete customer satisfaction. Please read our policy carefully to understand your rights and options regarding returns, replacements, and refunds.

30-Day Guarantee & Replacement Warranty

We offer a 30-Day Free Replacement Warranty for defective, damaged, or incorrect items from the date of purchase.

  • Defective or Damaged Products: Contact us within 48 hours of delivery with clear photo or video evidence at support@zoo-son.com. Once verified, we will issue a replacement or a full refund.

  • Incorrect Items Received: Contact us within 48 hours of delivery. We will arrange to send the correct item or provide a full refund.

  • Exclusions: This warranty does not cover accidental damage, liquid damage, misuse, or deliberate product abuse.

Returns & Refund Eligibility

To be eligible for a return and full refund within our 30-day window, the item must fulfill the following criteria:

  • The product must be unused, in its original condition, and in the original packaging.

  • Items showing signs of use, customer damage, or missing parts (not due to our error) are not eligible for a full refund.

  • Non-Returnable Items: Opened skincare products, personal/sanitary goods, and promotional sale items are final sale and non-refundable.

How to Initiate a Return

  1. Request Authorization: Email support@zoo-son.com with your order details, reason for return, and supporting photos/videos.

  2. Receive RA# & Address: Upon review and approval, we will send you a Return Authorization (RA) Number and the closest warehouse return address.

  3. Ship the Item: Package the product securely and send it back using a trackable shipping service.

    • Note: Return shipping costs are the customer's responsibility and are non-refundable. Packages lost in transit without tracking cannot be refunded. Mark returns as a "Gift" to avoid custom delays/fees.

  4. Inspection & Processing: Once received and inspected, a refund will automatically be credited to your original payment method, and a notification email will be sent.

Order Cancellations

  • Before Dispatch: Orders canceled before processing or shipping are subject to a 20% restocking fee to cover non-refundable credit card processor fees and handling.

  • After Dispatch: Once an order has been processed or shipped, it cannot be canceled.

Invalid Cancellation Reasons:

  • Buyer Change of Mind: Customers are encouraged to review their order before checkout. Placing an order forms a binding purchase agreement.

  • Price Differences: Finding the item at a lower price elsewhere after placing an order is not a valid ground for cancellation or refund.

Late or Missing Refunds

If you haven't received your refund after approval:

  1. Re-check your bank or card account statement.

  2. Contact your bank or credit card issuing company (processing may take 3–7 business days to post).

  3. If you still have not received your refund after checking with your institution, reach out to us at support@zoo-son.com.