Overview
At Zoorro, we are committed to delivering quality products and a smooth shopping experience for you and your pets. Every order is carefully packed, and we encourage customers to review the policy below to ensure quick and hassle-free resolution in case of any issue.
Mandatory Unboxing Video & Claim Timeline
Recording an unboxing video is compulsory for all return, refund, or exchange claims.
Please record a clear, continuous, uncut unboxing video from the moment the package is opened
Any issue such as damage, defect, missing items, or incorrect products must be reported within 12 hours of delivery
Claims raised after 12 hours or without an unboxing video will not be accepted under any circumstances
This policy applies to all products, without exception.
Return & Refund Eligibility Window
Returns and refunds are accepted only within 7 days from the date of delivery, subject to meeting all eligibility conditions. Any Product’s Factory Seal is broken / opened will not be granted refund and the product will be shipped back.
Requests made after 7 days are not eligible for return, refund, or exchange.
Special Note for Fragile Products
Fragile items such as glass products, terrariums, tanks, or breakable accessories require additional care and doesnt have any return policy available
For such items:
* A clear and continuous unboxing video is strictly mandatory
* Any cracks, breakage, or damage must be reported within 12 hours of delivery
* Video proof must clearly show the damage while unboxing
Claims without proper video proof or reported after 12 hours will be rejected.
Conditions for Return Approval
To be eligible for a return:
* The product must be unused, unopened, and in original condition
* Original packaging, labels, accessories, and inserts must be intact
* A valid invoice or proof of purchase is required
* Products must not be sent directly to the manufacturer
Returns that do not meet these conditions will not be accepted.
Items Not Eligible for Return
For hygiene, safety, and quality control reasons, the following items are non-returnable and non-refundable:
* Pet food, treats, supplements, or any perishable items
* Gift cards
* Downloadable or digital products
Refund Process
Once the returned product is received:
* Our team will conduct a quality and condition inspection
* You will be notified via email regarding approval or rejection
If approved:
* The refund will be issued to the original payment method
* Processing may take 6-7 business days after the product passes inspection at our warehouse
Delayed or Missing Refunds
If your refund has not been reflected:
1. Check with your bank or payment provider
2. If still pending, contact us at (zoorrosales@gmail.com) and our team will assist you
Exchanges
Exchanges are allowed only for items received damaged or defective.
To request an exchange:
* Email (zoorrosales@gmail.com)
* Share your order number along with photos or unboxing video proof
* Exchanges are limited to the same product only, subject to availability
Return Shipping Policy
To initiate a return, please email (zoorrosales@gmail.com) for instructions.
* Return shipping costs are borne by the customer
* Original shipping charges are non-refundable
* If a refund is approved, return courier charges will be deducted from the refund amount
* We strongly recommend using a trackable or insured courier service
* Zoorro is not responsible for returns lost or damaged in transit
Need Assistance?
If you have any questions regarding returns, refunds, or exchanges, please reach out to us at sales@zoorro.com(sales@zoorro.com).
Our support team is always happy to help and ensure your experience with Zoorro remains smooth and reliable.
Return Address
Zoorro
CIT Road, Killipalam
Karamana
Thiruvananthapuram
Kerala – 695002
