Refund policy

Return and refund policy

Your right of withdrawal: 14 days guaranteed by law

In accordance with Articles L221-18 et seq. of the French Consumer Code, you have 14 days from receipt of your order to change your mind, without giving reasons and without penalty. This right applies to all items, including those shown on promotion or at a reduced price.

To exercise it, simply inform us of your decision before that deadline expires, by e-mail to zoocroc.shop@gmail.com, through our contact form, or using the model form reproduced at the bottom of this page. We acknowledge your request within 24 to 48 working hours.

Our commercial gesture: 30 days to return an item

Beyond your statutory rights, ZooCroc voluntarily extends this period to 30 days from receipt. You therefore benefit from whichever is most favourable, with no choice to make.

Return conditions

  • The item must be sent back to us within 14 days of your return request.
  • It must be complete and in a condition allowing resale: unused, with its tags and original packaging.
  • The receipt or proof of purchase (order number) must be provided.
  • Returns sent without a prior request cannot be processed.

Return address — ZooCroc, 43 rue Jean Jaurès, 18500 Foëcy, France.

Who pays the return shipping?

  • You change your mind (withdrawal or commercial return): return shipping costs are yours to bear, in accordance with Article L221-23 of the French Consumer Code.
  • The item is damaged, defective, non-conforming or not what you ordered: the costs are entirely ours. We send you a prepaid return label together with shipping instructions.

Damaged, defective or incorrect items

Please inspect your order on arrival and contact us immediately, with photos, if an item is damaged, defective or different from what you ordered. We take care of the problem without you having to pay anything upfront: replacement or refund, as you prefer.

Exceptions to the right of withdrawal

In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal cannot be exercised on:

  • perishable products or products liable to deteriorate quickly;
  • sealed products unsealed after delivery which cannot be returned for hygiene or health-protection reasons;
  • products personalised or made to your specifications;
  • gift cards.

We also do not accept returns of hazardous materials, flammable liquids or gases. If you are unsure about a specific item, write to us: we will reply before you incur any cost.

Exchanges

The quickest way to get the item you want is to return the one you received and, once the return has been accepted, place a new order.

Refunds

We let you know as soon as your return has been received and inspected, and tell you whether the refund is approved. The refund is issued no later than 14 days after we receive the returned item, using the same payment method as the original order, at no cost to you. It covers the price of the item as well as the standard delivery charges you initially paid. How quickly it then appears on your account depends on your bank. If more than 15 working days have passed since your refund was approved and you have not received it, write to us at zoocroc.shop@gmail.com.

Statutory guarantees

Irrespective of this policy, you benefit from the statutory guarantee of conformity (Articles L217-3 to L217-14 of the French Consumer Code), which allows you to act for 2 years from delivery of the product to obtain its repair, replacement, a price reduction or cancellation of the sale, and from the guarantee against hidden defects (Articles 1641 to 1649 of the French Civil Code), which allows you to act for 2 years from discovering the defect. Enforcing these guarantees is free of charge: write to us at zoocroc.shop@gmail.com describing the problem.

Model withdrawal form

For the attention of ZooCroc, 43 rue Jean Jaurès, 18500 Foëcy, France — zoocroc.shop@gmail.com
I hereby give notice that I withdraw from my contract of sale of the following goods: ……………………………………
Ordered on: …………… / Received on: ……………
Order number: ……………
Consumer's name: ……………………………………
Consumer's address: ……………………………………
Date: ……………
Signature (only if this form is notified on paper): ……………

A question before returning an item? Write to us at zoocroc.shop@gmail.com or through our contact form: reply within 24 to 48 working hours.