Return & Refund Policy

Return & Refund Policy

Last updated: August 2026

1. Return Window

We accept returns within 7 days of delivery for standard (non-customized) products. To be eligible, items must be unused, in their original packaging, and in the same condition as received.

2. Customized / Personalized Items — Non-Returnable

Customized products are non-returnable and non-refundable. Because each customized item is made to your specifications (custom artwork, monograms, color choices, size variations), we cannot restock or resell these items. Please review your customization details carefully before placing your order.

If a customized item arrives damaged or defective, please see Section 5 below.

3. How to Request a Return

1. Email hello@zoolalife.com within 7 days of delivery with your order number and reason for return.
2. We will review your request and send return instructions within 48 hours.
3. Ship the item to the address provided. Customers are responsible for return shipping costs unless the item was defective or we shipped the wrong product.
4. Refunds are processed within 5 business days of receiving the returned item.

4. Refund Method

Approved refunds are issued to the original payment method. Shipping charges (if any) are non-refundable.

5. Damaged or Defective Items

If your order (standard or customized) arrives damaged or defective:

• Email hello@zoolalife.com within 7 days of delivery with photos of the damage.
• We will send a replacement at no cost or issue a full refund, including shipping.
• No need to return damaged items unless we request them for quality inspection.

6. Exchanges

We do not offer direct exchanges. To exchange an item, please return the original item (per Section 3) and place a new order for the desired product.

7. Non-Returnable Items

• Customized / personalized products (unless damaged or defective)
• Items marked “Final Sale”
• Items returned after the 7-day window
• Items not in original condition

8. Order Cancellation

Orders can be cancelled within 12 hours of placement. After 12 hours, production has begun and cancellation is not guaranteed. Customized orders cannot be cancelled after production begins.

9. Contact

Questions about returns? Email hello@zoolalife.com.