Return & Exchange

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Welcome to ZOO INNOVATION.

We take pride in ensuring the quality control of our products. However, in the unfortunate event when items received are not in satisfactory conditions, please refer to our return and exchange policy.

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Return

Items that are returnable must meet the criteria listed below. 

1. Items received are incorrect or defective.

2. Items must be unwashed, unworn and unused.

3. Return items must be mailed back to ZOO INNOVATION, in the original packaging, within 14 days from your order's received date.

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Non Returnable

The following items are non returnable.

1. Items that are washed, worn, used or misused

2. Items under the categories of "Sales" or "Earrings" or "Underwear".

3. Items purchased with credits or promotional code.

4. Items that exceed the 14 days from your order's received date.

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Exchange

1. If you have received an incorrect / defect item, please refer to the "Return and Exchange" policy.

2. Please note that we only do 1-to-1 exchange.

3. Please seek our confirmation before returning your item(s).

4. Please note that postage paid for completed orders are non-refundable.

 

Return Process

1. Email contact@zooinnovation.com and indicate the following details of the return or exchange items.

     a. Order number

     b. Reason for return or exchange

2. We will respond to you within 2 working days and provide a Return Item Form, together with our return address.

3. Complete the Return Item Form and mail it back together with the returning or exchanging item. Please use Hong Kong Speedpost services for the return.    

    Other courier services will not be able to process the return address.

4. Upon receiving the returned item, we will process the request within 7 working days.

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Note:

* All the goods sold are strictly non-refundable due to washed, worn, used or misused or in Sales.

* Postage for return items are to be borne by customers.

* ZOO INNOVATION will bear the Speedpost postage for incorrect or defective items only.

* Postage fee for incorrect or defective items will be returned to customers or in the form of Store credits.

* Postage charges paid for other completed orders are non-refundable.

* ZOO INNOVATION's decision for any return cases will be final.