Terms & Conditions

The following General Terms and Conditions of Sale concern the offer and sale of products on the website www.thezoofamily.co.uk, owned and maintained by Haus Distribution Ltd. Requests for information should be made to info@thezoofamily.co.uk.

Ordering

The Zoofamily online store is open 24 hours a day. The website might temporarily be down for maintenance You must be 18 years old and have a valid payment card to shop on our website. If you are not yet 18 years old, you can have an adult make the order for you.

How to Order

1. Find the product you like and click “ADD TO CART”.

2. Continue through the checkout process and fill in your shipping details.

3 You can check the products and total amount during checkout.

4. Click “COMPLETE ORDER” once payment details are entered.

5. At this stage, you have made a binding offer for the purchase of the items. Your order is subject to our acceptance. When we have accepted your order, we will obtain an authorization from your credit card company.

6. Directly after placing your order, you will receive a confirmation e-mail.

Secure Payment
We accept Bank Transfer, Visa, MasterCard, PayPal, MasterCard Debit, and Maestro. The payment is charged when your order is packed and ready to be dispatched. Payment is processed via Shopify through a certified secure payment solution.

Shipping and Delivery
We offer FREE standard shipping across the UK & Ireland on all orders over £85.

Cancellation
It is possible to cancel your order if it has not yet been shipped from our warehouse. If you want to cancel an order, please contact us as soon as possible by e-mail:

Monday to Friday: 9 am - 5 pm
E-mail: info@thezoofamily.co.uk

Cancellation Rights (Cooling-Off Period)
As a consumer, you have a 14-day cooling-off period to cancel your purchase. This expires 14 days after the day you received your goods. You must inform us of your decision via e-mail at info@thezoofamily.co.uk. You cannot cancel by simply refusing to receive the goods without informing us.

Cancelling part of the purchase
If you have bought more than one item from us, you may return one or several items, even if they were bought in a single order. Please note that freight charges will not be refunded if you cancel part of your purchase.

Exchange an item
If you wish to exchange an item to another size, style or colour, please place a new order on our website and return the item you have already purchased. For information about how to return an item we refer to the section below Returning the Items.

Returning an Item(s)
When you have informed us that you are cancelling your purchase, you have 14 days to return the goods to us. You must pay for returning the package, and you will be liable if it is damaged during transport. Original delivery charges are non-refundable.

Send the item to:

Haus Distribution LTD
Unit E2,High Flatworth
Tyne Tunnel Trading Estate
North Shields, NE29 7UZ

We only accept packages sent directly to this warehouse address. We do not accept returns sent to drop-off points or collection points. We strongly recommend using a tracked service (such as UPS or DPD) and keeping your proof of postage.

Condition of Returned Items
If the value of the article is reduced because you have used it beyond what was necessary to check the nature and properties of the article, only a partial refund may be issued. We recommend returning the article in its original packaging; missing packaging may reduce the value of the article and your subsequent refund.

Refunds
If you cancel a purchase, we will refund your money (excluding original freight/delivery charges) no later than 14 days from the day we receive the item back or receive documentation that you have returned it. Refunds are typically processed within 7 working days of receipt at our warehouse.

2-Year Warranty & Complaints
We offer a 2-year degressive warranty against manufacturing defects on all products.

Exclusions: Consumables and accessories are not covered by the warranty. These include batteries, antennas, remote controls, cords, buttons, battery covers, and similar items expected to require replacement during the product's lifespan.
How to Complain: If you have a complaint, please contact us at info@thezoofamily.co.uk with a photo of the defect. If the complaint is justified, we will repair or replace the item, or offer a refund/price reduction depending on the situation.
Statutory Rights: This warranty is in addition to your statutory rights under the UK Consumer Rights Act.

Personal Data Policy
We register and pass on the personal details (Name, Address, Phone, Email) necessary to deliver the goods to you. Personal data is kept for five years, after which it is deleted. We work only with data processors in the UK or EU who provide adequate protection for your data. You are entitled to know what details we process and have them corrected or deleted upon request. Contact: info@thezoofamily.co.uk.

Trademark and Copyright
All product designs, names, and content on this website are protected by international copyright and trademark laws. Use of these materials without prior written consent from The Zoofamily is prohibited.

Governing Law
These terms and conditions are subject to the laws of England and Wales, and any dispute related to this website or these terms shall be settled by the courts of England and Wales.

Last Updated: 23.04.2026