Refund policy

Effective date: 10 January 2026
Store: https://shop.zoologywithwill.com
Contact: hello@zoologywithwill.com

1. Our policy (change of mind / unwanted items)

As a general rule, all sales are final. We do not accept returns or exchanges for reasons such as:

  • change of mind

  • incorrect size selection or size preference

  • colour preference

  • gift suitability

  • ordering the wrong item

Please review product details (including any sizing guidance) carefully before placing your order.

2. Exceptions: damaged, defective, incorrect, or missing items

We will make it right if there is an issue caused by damage in transit, a defect, or an error in fulfilment.

2.1 Damaged in transit / defective on arrival

If your item arrives damaged (or appears defective on arrival), please email hello@zoologywithwill.com within 7 days of delivery with:

  • your order number

  • a clear photo of the item showing the issue

  • a brief description of the problem

  • (if applicable) a photo of the outer packaging, as carriers may require this for damage assessment

If approved, we will provide a replacement at no cost to you.

If a replacement is not available (for example, the item is out of stock/discontinued), we may offer an alternative resolution such as a refund or store credit, as appropriate.

2.2 Incorrect item received / missing items

If you receive the wrong item or something is missing from your order, please contact us within 7 days of delivery and include:

  • your order number

  • a photo of what you received (and any packaging slips, if applicable)

We will correct fulfilment errors by sending the missing/correct item, where appropriate.

3. What we do not cover

Unless required by law, we do not accept replacement requests for:

  • normal wear and tear

  • accidental damage after delivery

  • damage caused by misuse, washing/care issues, or failure to follow product care instructions

  • dissatisfaction due to size/fit preference (where the delivered item matches the ordered size)

4. How to request help

Email hello@zoologywithwill.com with:

  • your full name

  • order number

  • the email address used at checkout

  • photos (where relevant)

  • a short description of the issue

We will respond as soon as reasonably possible and may request additional photos/details to assess the claim.

5. Important timing note

Replacement requests submitted after 7 days from delivery may not be eligible under our standard replacement process.

However, nothing in this policy limits your statutory rights (see Section 6).

6. Your statutory rights (UK/online sales)

This policy is intended to be clear about our store preference (final sale except for damage/defects/fulfilment errors), but it does not remove or reduce any rights you may have under applicable consumer protection laws.

6.1 Online/distance-selling cancellation rights

If you are a UK consumer purchasing online, you generally have a legal right to cancel (“cooling-off period”) for many online purchases, typically up to 14 days after delivery, and then a further period to send items back after you’ve notified cancellation.

There are also recognised categories where you typically do not have to be offered a refund for change of mind (unless faulty), including examples such as personalised/custom-made items and sealed items that can’t be returned for hygiene reasons once opened.

6.2 Faulty / not as described

If an item is faulty, not as described, or not fit for purpose, you may be entitled to remedies such as a repair, replacement, or refund under consumer law, depending on the circumstances and timing.

If you believe your order falls into this category, contact us at hello@zoologywithwill.com and we’ll work through the options with you.