Return & Refund policy


Last Updated: 01-05-2026

At ZooCart Pakistan, we work hard to ensure every product you receive is fresh, safe, and exactly as described. If something goes wrong, we’re here to make it right — quickly, transparently, and with complete customer support.

1. Return & Replacement Eligibility

You can request a return or replacement if:

  • The product arrives damaged or broken

  • You receive the wrong item

  • The product is expired

  • The product is defective, leaking, or not as described

❌ We do not accept returns for opened, used, or damaged items after delivery.

2. Reporting Timeframe

To qualify for a return:

  • You must report the issue within 48 hours of delivery

  • Requests made after 48 hours cannot be processed due to hygiene and safety concerns

💡 Please record an unboxing video as proof (highly recommended).

3. Conditions for a Valid Return

A return is accepted only if the product is:

  • Unopened

  • Unused

  • In its original packaging

  • Containing all tags, seals, accessories, and labels

4. Non-Returnable Items

For hygiene, safety, and quality control, the following cannot be returned:

  • Opened pet food or treats

  • Used grooming tools

  • Litter or litter boxes once opened

  • Pet healthcare items (medications, supplements, shampoos)

  • Bedding, toys, or accessories that show signs of use

5. Refund Procedure

If your return is approved:

  • Refund will be issued as ZooCart Store Credit

  • Store credit can be used on any future order

  • Validity: 12 months

❗ Cash refunds are not available under any circumstances.

6. Replacement & Exchanges

If a product qualifies:

  • We will replace it with the same item, OR

  • Offer an equal-value alternative if the item is out of stock

Pickup for damaged/wrong items will be arranged free of cost (where available).

7. Wrong, Damaged, or Missing Items

If you receive:

  • A wrong product

  • A damaged/expired product

  • A missing item from your order

Please contact us immediately with:

  • Order Number

  • Product Name

  • Clear photos/videos of the issue

We will resolve your case on priority.

8. Order Cancellation

Before shipping:
✔️ Orders can be cancelled.

After shipping:
❌ Orders cannot be cancelled.

9. How to Request a Return

You can reach us through:

📧 Email: support@zoocart.pk
💬 24/7 Live Chat: Available on website
📞 WhatsApp/Call: +92-305-5824440

Please include:

  • Order Number

  • Item Name

  • Issue Description

  • Photos/Videos as proof

10. Policy Updates

ZooCart may update or modify this policy without prior notice to improve clarity and service quality.

 

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