Refund policy

Last updated: July 20, 2026

We want you and your dog to feel confident with your ZoomieGo purchase. This Refund & Return Policy explains the return period, eligibility requirements, refund timing, exchanges, defective products, and warranty support for orders placed through zoomiego.com.

1. 30-Day Return Period

We accept eligible return and exchange requests made within 30 calendar days after the order is delivered.

To meet the return deadline, you must contact us at support@zoomiego.com within 30 days of the delivery date shown by the shipping carrier.

Return requests submitted more than 30 days after delivery may not be accepted unless the product is covered by our limited warranty or applicable consumer law requires otherwise.

2. Return Eligibility

To be eligible for a return, the product should:

Have been purchased directly through zoomiego.com.
Be returned with the main product and all major included accessories.
Include the original packaging and manuals where reasonably possible.
Not have been intentionally damaged, altered, or repaired without authorization.
Be clean and in a sanitary condition suitable for safe inspection and handling.

Products may be opened and reasonably tested. However, products showing excessive wear, misuse, avoidable damage, missing major components, or unsanitary conditions may not qualify for a full refund.

Any reduction in a refund will be based on the condition of the returned product and will be communicated to you after inspection, where permitted by applicable law.

3. How to Request a Return

Before sending a product back, email support@zoomiego.com and provide:

Your order number.
The name and email address used for the order.
The product you would like to return.
A brief explanation of the reason for the return.
Photos or videos if the product is damaged, defective, incomplete, or not operating correctly.

We will review your request and, if the return is approved, provide return authorization and return-shipping instructions.

Please do not send a product back before receiving return instructions. Unauthorized returns may be delayed, refused, or sent to an incorrect location.

The return address may differ depending on the product, delivery destination, and fulfillment location. Do not send returns to our registered company address unless we specifically instruct you to do so.

4. Return Shipping Costs

For a general return based on preference, suitability, or change of mind, the customer is responsible for the return shipping cost.

If the product is confirmed to be defective, damaged upon delivery, materially different from what was ordered, or incorrectly shipped by us, we will provide an appropriate return, replacement, or refund solution. Where a physical return is required in such cases, we will provide or reimburse reasonable return-shipping costs as instructed by our support team.

Original shipping charges, if any, are not normally refundable for preference-based returns. Original shipping charges will be refunded where appropriate if the return results from our error or a confirmed defective product.

5. Return Inspection

After the returned product is delivered to the authorized return location, we will normally inspect it within 3–5 business days.

We will notify you by email when the return has been received and whether the refund has been approved, partially approved, or declined.

If additional information is needed to complete the inspection, we may contact you using the email address associated with the order.

6. Refund Processing and Arrival Time

If your refund is approved, we will issue it to the original payment method within 5 business days after approval.

After the refund has been issued, it will normally appear in your account within 5–10 business days, depending on your bank, card issuer, or payment provider.

In some cases, a financial institution may require additional processing time. Once we have issued the refund, the exact posting time is controlled by the customer’s bank or payment provider.

If more than 10 business days have passed since we confirmed that the refund was issued, please contact your bank or payment provider first. You may also contact us at support@zoomiego.com for the available refund transaction information.

7. Partial Refunds

A partial refund may be considered where permitted by applicable law if a returned product:

Is missing major accessories, components, manuals, or included items.
Has been damaged after delivery through misuse or improper handling.
Shows wear beyond what is reasonably necessary to inspect or test it.
Requires cleaning because it was returned in an unsanitary condition.

We will explain the reason for any proposed partial refund after inspecting the returned product.

8. Damaged, Defective, or Incorrect Products

Please inspect your order after delivery. If the product arrives damaged, appears defective, is missing important components, or is not the product you ordered, contact us as soon as reasonably possible.

To help us review the issue, provide:

Your order number.
A description of the issue.
Photos or videos showing the product and the problem.
Photos of the shipping package and shipping label where relevant.

Depending on the circumstances, we may provide troubleshooting assistance, replacement parts, a replacement product, a return authorization, a partial refund, or a full refund.

Nothing in this policy limits any mandatory rights or remedies available to you under applicable consumer law.

9. Exchanges

Exchange requests must also be submitted within 30 calendar days after delivery.

Exchanges are subject to product availability and approval. If the requested replacement is unavailable, we may offer an alternative product or process a refund instead.

For preference-based exchanges, the customer may be responsible for return shipping and any price difference between products.

For an approved exchange involving a confirmed defect, shipping damage, or an incorrect product sent by us, we will provide an appropriate replacement solution without charging the customer for standard replacement shipping.

10. Order Cancellations

To request an order cancellation, contact us as soon as possible at support@zoomiego.com.

We cannot guarantee cancellation after an order has entered processing or has been shipped. If the order has already shipped, you may request a return after delivery in accordance with this policy.

If an order is successfully canceled after payment has been processed, the refund will be issued to the original payment method. The normal refund arrival period described above will apply.

11. Non-Returnable Products

The following products may not be eligible for a preference-based return:

Products for which the return request was made more than 30 days after delivery.
Products damaged through misuse, abuse, improper charging, or unauthorized modification.
Products missing the main unit or other major components.
Products returned in an unsafe or unsanitary condition.
Gift cards or other non-physical stored-value products, if offered.
Products clearly identified as final sale before purchase.

A final-sale designation does not remove rights relating to products that are defective, incorrectly described, or otherwise protected by mandatory consumer law.

12. One-Year Limited Warranty

Unless otherwise stated on the applicable product page, ZoomieGo GPS dog fence systems include a one-year limited warranty against manufacturing defects under normal and intended use.

The limited warranty does not cover:

Normal wear and tear.
Loss or theft.
Accidental or intentional damage.
Misuse or improper product setup.
Improper charging or use of unsuitable charging equipment.
Unauthorized repair, modification, or disassembly.
Damage caused by a pet chewing, scratching, biting, or pulling the product.
Damage caused by use outside the instructions or product specifications.

Accessories and replacement components may have different warranty periods where stated on the applicable product page.

Warranty support may include troubleshooting, repair, replacement parts, a replacement product, or another appropriate remedy depending on the issue, product availability, and applicable law.

13. Refunds for Gifts

Refunds are normally issued to the original payment method used to place the order. If you received a ZoomieGo product as a gift, please ask the original purchaser to contact us with the order information.