Refund Policy

Effective date: 29 August 2025

1) Our promise

We really hope you and your four-legged friend love our products as much as we do. If you’re not 100% satisfied, we’re happy to offer an exchange or a store credit (no refunds for non-faulty items).

Heads-up: This policy does not affect your legal rights. If a product is faulty, or if you’re a UK/EU consumer exercising your 14-day online cancellation right, different rules apply (see §§4–5).

2) Return window

You have 14 days from the delivery date to request a return for exchange or store credit.

3) Return eligibility

To be eligible, item(s) must be:

  • In the same condition you received them — unused, unwashed, free from pet hair/odour

  • With all original tags attached and in the original packaging

  • Tried on indoors only, with your dog clean and dry

We may decline items that are worn, damaged, soiled, or missing components/packaging.

4) Faulty or damaged items

If your item arrives damaged or develops a fault, email zumizumilife@gmail.com with your order number, a short description and clear photos. Once confirmed faulty, we’ll offer a repair, replacement, or refund as appropriate. We’ll cover reasonable return shipping for verified faults.

5) UK/EU 14-day online cancellation right

If you purchased online as a UK/EU consumer, you can cancel within 14 days of delivery for any reason. Tell us within that window, then return the goods within the next 14 days. We’ll refund the product price and the standard outbound delivery cost to your original payment method once we receive the goods or acceptable proof of return. You’re responsible for return postage unless we agree otherwise.

6) How to start a return (exchange/store credit)

  1. Email zumizumilife@gmail.com within 14 days of delivery with your order number and whether you’d like an exchange (and preferred size/colour) or store credit.

  2. Post your parcel to our returns address. Please include your order number inside the package.

    Returns Address
    ZUMIZUMI Returns
    6 Mutton Lane
    Potters Bar
    EN6 2PA
    United Kingdom

  3. Send items back using a tracked service and keep your proof of postage. Parcels remain your responsibility until they reach us.

Costs: For change-of-mind returns, you pay the return shipping; original shipping fees are non-refundable.

7) What we offer

  • Exchange: Subject to stock; if your requested item is unavailable, we’ll issue a store credit.

  • Store credit: A digital gift code sent to your email, valid for 12 months and usable across our online store.

8) Non-returnable items

  • Clearance/Final Sale items: not eligible for refunds; if returned within the window in resaleable condition, we issue a gift card to your email.

  • Personalised/monogrammed items

  • Gift cards

9) Processing times

  • Inspection after we receive your parcel: 3–7 business days

  • Exchanges ship after approval and stock confirmation

  • Store credits issued by email once approved

  • Refunds (faulty or legal cancellation) go back to the original payment method; bank processing times vary

10) International returns

Please mark parcels “Returned Goods – No Commercial Value.” Any import duties/taxes we’re charged on change-of-mind returns may be deducted from the store credit or exchange difference. Use the returns address above.

11) Need help?

Sizing or return questions? Email zumizumilife@gmail.com — we’re here to help you find the right fit.