Returns, Refunds & Replacements

Returns & Refund Policy

Defective Items

If your item has a defect, please report it within 14 days of receiving your order. Contact our customer service team with the following details:

  • Your original order confirmation.
  • Item number and quantity of the defective product(s).
  • A detailed description of the issue.
  • Photos or video clearly showing the problem and item label(s).

Based on the assessment of the situation, we may offer a refund, exchange, or replacement. For defects identified after the 14-day window, you may need to contact the manufacturer for warranty assistance.

Note: Zoovee shall not be liable for any additional costs or project delays arising from defective items.


Incomplete Orders or Missing Parts

Missing Items

Customers with an account can check their order status under the "My Orders" section. For orders placed as a guest, please review your notification emails or contact our customer service team.

If items are missing after all shipments have been delivered, please contact our customer service team with your original order confirmation, the item number and quantity of the missing item(s), and any supporting evidence such as photos.

Missing Parts of an Item

Please compare the received items with the included Parts List and thoroughly inspect all packaging. If any parts are still missing, please provide our customer service team with the relevant details mentioned previously.

Note: Zoovee shall not be liable for any additional costs or delays resulting from incomplete orders. Please ensure all parts are accounted for prior to scheduling installation.


30-Day Return Policy

You may initiate a return for any reason within 30 days of delivery. However, in cases where no quality issues are involved, the return shipping costs will be the responsibility of the customer.

To qualify:

  • The item must be in new and resalable condition, including being unused, unassembled, and complete with all original components.
  • All original tags and complete packaging, including any crates or wooden boxes, must be intact.

Certain items cannot be returned, including:

  • Clearance and customized items.
  • Items marked "Non-Returnable."
  • Products that have been assembled, disassembled, or are returned without their original packaging.

Unauthorized returns will not be accepted.


Faulty or Damaged Products

Upon arrival, please inspect your product carefully for any faults or damage and report any issues within 48 hours of receipt.

For concealed damage (not visible externally): Notify us within 14 days of receipt and retain all original packaging.

For obvious damage (visible upon delivery): If the damage is obvious upon delivery, please refuse to accept the package and document the condition with photographs immediately. Contact customer service immediately.

Note: Items returned without prior authorization or with discarded packaging may not be eligible for claim approval.


Wrong Items Received

If you receive an incorrect product, please compare the received item with your original order confirmation or invoice and contact our customer service team immediately.

Provide the following details:

  • Your original order confirmation.
  • Item number and quantity of the incorrect item(s).
  • Photos clearly showing the wrong item.

Returns of incorrect items must include the original packaging. Zoovee will cover return shipping costs and offer an exchange or full refund.


Refund Processing

Refund processing timelines:

  • Order cancellation: Refunds will be processed within 3 business days.
  • Returns: Refunds will be processed within 5 business days of receiving and inspecting the returned item.

Funds will be refunded to the original payment method. Credit card refunds may take up to one billing cycle, while PayPal refunds should appear immediately.

For delays, contact our customer service team. Initiating a chargeback may extend resolution time.