Refund policy

Last updated: Dec 10, 2025

Thank you for shopping at Zarado UK. We aim to provide clear, fair, and hassle-free policies for all customers. If you are not fully satisfied with your purchase, we offer a 14-day return window in accordance with standard consumer-protection guidelines.

This policy applies to all Zarado UK products, including:

  • Dog Beds
  • Dog Collars & Harnesses
  • Dog Bowls
  • Water Bottles
  • Dog Mattresses and Cushions

1. A 14-Day Return Window

We accept returns within 14 days from the date of delivery, based on the tracking information.

To qualify, returned items must be:

  • In new, unused, and clean condition
  • Free from pet hair, odors, stains, or visible wear.
  • The item must be in its original packaging and include all accessories, manuals, and charging cables (if applicable).

Items that have been used, tested by pets, or show signs of wear cannot be accepted for hygiene and safety reasons.

2. How to Start a Return

Please contact our support team before sending anything back:

Email: support@zarado.uk
Phone: +31 6 47017356

We will provide:

  • A return authorisation number (RA)
  • Instructions for return shipping
  • Information on whether a prepaid label applies (see section 3)

Please do not ship items back without receiving the RA number.

3. Return Shipping Costs

3.1 Customer-Responsibility Returns (Change of Mind / Not Needed)

For standard returns (for example, if you decide the item is not needed, you ordered the wrong product, or you no longer wish to keep it):

  • The customer is responsible for the cost of return shipping.

We recommend using a trackable shipping method for all returns.

3.2 Zarado UK – Responsibility Returns (Defective, Damaged, Incorrect Item)

If your item arrives:

  • Damaged
  • Defective or malfunctioning
  • Not as described.
  • Missing parts
  • Or if we sent the wrong item

Zarado UK will:

  • Cover the full return shipping cost
  • Provide a prepaid return label (where available)
  • Offer a replacement or a full refund

Please contact us as soon as possible and include photos or a short description of the issue.

4. The refund process

Once your return is received and inspected (typically within 2–3 business days), we will notify you by email regarding the approval or rejection of your return.

If approved, your refund will be issued to your original payment method within 4 business days.

Your bank or card issuer may require 3–10 business days to post the refund to your account.

5. Cancellations Before Shipment

If you need to cancel your order:

  • Before it ships: We will cancel your order free of charge and provide a full refund.
  • After it has shipped: The cancellation cannot be applied. You may return the item once delivered using the standard return process described in this policy.

6. Non-Refundable Items

For hygiene, safety, and product integrity reasons, the following items cannot be returned:

  • Items used by pets (including those with pet hair, odours, stains, bites, scratches, or visible wear)
  • Products with missing packaging, missing parts, or missing accessories
  • Gift cards
  • Items clearly marked as "Final Sale" on the product page at the time of purchase

Important: Defective, damaged, or incorrect items are always eligible for a refund or replacement and are not part of this non-returnable list.

7. Wrong Item or Not as Described.

If you receive the wrong product, the wrong variant, or an item that does not match the description:

  • Contact us as soon as possible at support@zarado.uk.
  • We will provide a prepaid return label.
  • You may choose a replacement or a full refund.

8. No Restocking Fees

Zarado UK does not charge restocking fees on eligible returns.

9. Return Address

All approved returns should be sent to:

Zarado UK
Vaartweg 5
5109 RA's Gravenmoer
Netherlands

This address will also be included in your Return Authorisation (RA) instructions.

10. Contact Information

Our customer service is available Monday to Friday: 09:00 a.m. – 05:00 p.m. and Saturday and Sunday: 10:00 a.m. – 03:00 p.m. If you have a problem, please contact us; we answer within 24 hours.

Email: support@zarado.uk

Phone: +31 6 47017356

Address: Vaartweg 5, 5109 RA 's Gravenmoer, Netherlands