Refund policy

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).

For international orders, please note that we do not process direct exchanges. To swap a size or style, simply return your original item for store credit and place a new order online at your convenience.

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

Under our 14-day return window, UK and EU customers may cancel purchases within 14 days of receipt. Simply contact our support team and ship the items back within the next 14 days. Upon receiving the return, we will refund the item cost in the form of a gift card. Please note that all shipping fees (both original delivery and return postage) are non-refundable.

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

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

Returns Address:

ZUMIZUMI Returns

15 Arlington Gardens

London, W4 4EZ
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

Domestic Exchanges: Subject to stock availability. If your requested replacement item is out of stock, we will issue store credit instead.
International Exchanges: We do not process direct exchanges for international orders. To swap a size or style, please return your original item for store credit and place a fresh order online.
Store Credit: Issued as a digital gift code sent directly to your email. Valid for 12 months and redeemable across our entire online store.

8) Non-returnable Items

Clearance / Sale items: All sales are final.
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

We currently do not offer direct international exchanges. If you need a different size or colour, please return your original item for store credit and place a new order on our website. All return shipping costs are the customer’s responsibility.

Local Return Hubs: To make returns easier, we have local return depots in the US, Japan, China and Canada. Please contact our team before dispatching so we can provide the correct local return address for your region.

Customs & Duties: For returns sent to our main UK studio, please clearly mark the parcel and customs declaration as “Returned Goods – No Commercial Value.” Any import duties or handling fees charged to us on change-of-mind returns will be deducted from your final store credit.