Cancellation

You may cancel the Contract and receive a refund, if you notify us as set out below within 14 days after receiving the Goods, starting the day after you receive the Goods.  

To cancel the Contract, you must email us at retailsupervisor@bristolzoo.org.uk. Please include your order number to help us identify it.  Your cancellation is effective from the date you send us the email. If you have already received your goods, you must return the goods at your own cost within the 14 days of the cancellation date.

For cancellations, when sending your item back to us, it must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

 

Returns

If you have changed your mind you can return your order at your own cost as long as it is within 28 days of purchase.  Your return date is effective from the date you send us the email.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, please submit a returns request online via our returns form. We would as you for details of the item you want to return, the reason for returning it along with a copy of your proof of purchase.  If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any returns questions at: retailsupervisor@bristolzoo.org.uk.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Return postage charges are non-refundable outside of the 14 day cancellation period unless the item was faulty or the wrong item was sent.

The amount of refund that you receive maybe affected by the exchange rates of currency and it is possible that you may receive less refund.  Any discrepancy will be down to the currency conversion rates on your bank’s end, which you should follow up with your bank.  We do not accept liability for the shortfall in refund due to the exchange rate currency.

 

Exchanges

If you want to exchange and item the fastest way to ensure you get what you want is to return the item you have within 28 days, and once the return is accepted, make a separate purchase for the new item. For any questions about exchanges, please contact us at: retailsupervisor@bristolzoo.org.uk

 

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right, please contact us at: retailsupervisor@bristolzoo.org.uk

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), personal care goods (such as beauty products), eyewear, products where the seals are broken and jewellery. These items are non-refundable unless faulty or damaged.  We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or adoptions/gift cards/vouchers.

 

Last updated: Sept 2021