Return Policy

Returns and refunds

This policy applies to consumers who place an order through Zooo Nutrition. Different arrangements may apply to business purchases.

1. Statutory right of withdrawal

You have the right to withdraw from an online purchase within 14 days without giving any reason. The withdrawal period begins on the day after you, or a third party designated by you who is not the carrier, have received the product.

If one order consists of several products delivered separately, the period begins on the day after the last product has been received. If the final day of the period falls at the weekend or on an official public holiday, the period runs until the end of the next business day.

2. Withdrawing from your purchase

Before the withdrawal period expires, inform us by means of an unambiguous statement that you wish to withdraw from the purchase. You can do this by email at info@zooonutrition.com or by using the model form at the bottom of this page. Preferably include your name, order number, and the products to which the withdrawal relates. You are not required to give a reason.

We will acknowledge receipt of a digital withdrawal notification by email as soon as possible.

3. Returning products

After notifying us of your withdrawal, you have a further 14 days to return the products. Send the return to:

Zooo Nutrition – Returns
Dorpsstraat 30
1713 HJ Obdam
The Netherlands

Pack the products carefully and include your name and order number. You may choose the carrier. Keep your proof of postage until the return has been fully processed. You bear the risk of the return shipment until we have received the parcel.

4. Return shipping costs

You bear the direct costs of returning the products. The amount depends on the country, carrier, weight, and dimensions of the parcel.

Was a product delivered incorrectly, damaged, or demonstrably defective? Contact us before returning it. In that case, we will arrange or reimburse an appropriate return method.

5. Sealed products and exceptions

For reasons of health protection and hygiene, the right of withdrawal may be lost for products that:

were sealed upon delivery;
are unsuitable for return for reasons of health protection or hygiene; and
have had their seal broken after delivery.

Therefore, do not open a sealed package until you are certain that you wish to keep the product. This exception never restricts your statutory rights where a product is damaged, delivered incorrectly, or does not conform to the contract.

6. Inspection and diminished value

During the cooling-off period, you may inspect and assess the product only as you would be able to in a shop. If you go beyond what is necessary to establish the nature, characteristics, and functioning of the product, you are liable for any resulting diminished value.

7. Refund

Following a valid withdrawal, we will refund the payments received as soon as possible and no later than 14 days after receiving your withdrawal notification. We may withhold the refund until we have received the products or until you provide evidence that you have returned them, whichever occurs first.

If you withdraw from the entire order, we will also refund the cost of the least expensive standard delivery method offered by us. Any additional costs for a more expensive or faster delivery method will not be refunded. For a partial return, the original shipping costs will be refunded only insofar as those costs would have been lower without the returned products.

We will refund you using the same payment method you used, unless you expressly agree to another method that is free of charge. We do not charge any fee for the refund. After we have issued a refund, your bank or payment provider may require several additional business days to process it.

8. Incorrect, damaged, or defective product

Check your order after receipt. Was something delivered incorrectly, is anything missing, or is a product damaged or defective? Contact us as soon as possible at info@zooonutrition.com and, where possible, include your order number and clear photographs. Prompt notification helps us resolve the issue faster, but does not restrict your statutory rights.

9. Uncollected, refused, or resent parcels

Simply refusing or failing to collect a parcel does not automatically constitute a withdrawal notification. Therefore, always inform us clearly if you wish to withdraw from the purchase.

If a parcel is returned because it was not collected, the address provided was incorrect or incomplete, or delivery failed for another reason within your control, we will offer one free reshipment as a gesture of goodwill the first time, after the address details have been confirmed. If the new shipment is also returned for such a reason, we may charge the actual additional return and shipping costs for a subsequent shipment. We will inform you of these costs in advance.

10. Cancellation and exchanges

Do you want to cancel an order before it has been shipped? Contact us as soon as possible. We will try to stop the shipment but cannot guarantee this. If the parcel has already been shipped, you may exercise your right of withdrawal.

Direct exchanges are not available. You can return an eligible product and then place a new order yourself.

11. Statutory warranty

All products are covered by the statutory warranty. This means that a product must meet what you may reasonably expect under the contract. Any commercial or additional warranty never affects these statutory rights.

12. Complaints

Do you have a complaint about a product, order, or our service? Contact us at info@zooonutrition.com. We will acknowledge your complaint and provide a substantive response no later than 14 days afterwards. If more time is required, we will inform you within that period when you can expect a complete response.

Zooo Nutrition is not affiliated with a private dispute resolution committee. If we cannot resolve a dispute together, you may use the court with jurisdiction or a legally available out-of-court dispute resolution body. Mandatory consumer rights in your country of residence remain applicable.