Returns & Refunds
If your Zappsy order isn't right, we'll fix it. Here's exactly how.
You have 30 days
You can request a return within 30 days of your order arriving. The item needs to be unused, in the condition you received it, and in its original packaging.
How to start a return
- Email contact@zappsy.store with your order number and what's wrong.
- We'll reply within 2 business days with return instructions and an address.
- Send the item back and let us know the tracking number.
- Once it arrives and we've checked it, we'll refund you within 5 business days.
Please don't post anything back before emailing us. Returns sent without approval can't be tracked to your order and we may not be able to refund them.
Wrong size, or changed your mind
Absolutely fine within 30 days. You cover the return postage; we refund the full purchase price. If it's purely a sizing issue, tell us your dog's brow measurement and we'll help you pick the right size before you reorder.
Faulty, damaged or incorrect items
Email us within 30 days of delivery with a photo. We'll send a replacement or refund you in full — including postage — whichever you prefer. You won't pay return postage, and in most cases you won't need to send the item back at all.
Cancelling an order
Orders can be cancelled for a full refund any time before dispatch, usually within 24 hours of ordering. Email us as soon as you can. Once dispatched, the standard returns process applies.
How refunds are paid
Refunds go back to your original payment method. We process them within 5 business days of approving your return; your bank or card issuer may take a further 5–10 business days to show it.
What we can't accept
- Requests made more than 30 days after delivery
- Items that have been used or damaged after delivery, or are missing parts
- Items returned without prior approval
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing on this page limits those rights.
Contact
Zappsy
705A/112 Goderich Street, East Perth WA 6004, Australia
contact@zappsy.store
Monday to Friday, replies within 2 business days.