Return & Refund Policy

Last updated: 7 July 2026

Welcome to the ZooPouches return area. Even in the wild, things should be fair, clear, and easy to understand.

This Return & Refund Policy applies to purchases made through ZooPouches, operated by:

Kraft ApS
DK41704780
Sivlandvænget 7
5260 Odense S
Denmark

Need help? Talk to a zookeeper at:

info@zoopouches.com

1. Your right of withdrawal

If you are a consumer located in the European Union, you generally have the right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party appointed by you other than the carrier, physically receives the goods.

To exercise your right of withdrawal, you must let us know clearly that you wish to cancel your purchase. You can do this by contacting our zookeepers at info@zoopouches.com or by using the withdrawal function available on our website.

Your withdrawal is valid as long as you send your request before the 14-day withdrawal period has expired.

2. Return condition

To keep the pouch habitat clean and safe, returned products must be unused, unopened, and in their original sealed packaging.

For health protection and hygiene reasons, we cannot accept returns of sealed products that have been opened after delivery.

We reserve the right to refuse a refund for returned items that are opened, used, damaged, incomplete, or otherwise unsuitable for resale, unless the product was defective, damaged, or incorrectly delivered.

3. Returning the products

You must send the products back to us without undue delay and no later than 14 days from the day you informed us that you wish to withdraw from your purchase.

Returns must be sent to:

Kraft ApS
Sivlandvænget 7
5260 Odense S
Denmark

Please include your order number and the email address used for the purchase, so our zookeepers can match the return to the right order.

Unless the item is faulty, damaged, or incorrectly delivered, you are responsible for the direct cost of returning the products.

We recommend using a tracked shipping method, as you are responsible for the products until they are safely back in our hands.

4. Refunds

If you exercise your right of withdrawal correctly, we will refund the payment received from you, including the cost of standard delivery.

We may withhold the refund until we have received the returned products or until you have provided proof that the products have been sent back, whichever happens first.

Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed.

We do not refund additional costs resulting from your choice of a delivery method other than the least expensive standard delivery option offered by us.

5. Damaged, defective, or incorrect products

If your order arrives looking like it escaped through the wrong enclosure, please contact us as soon as possible at info@zoopouches.com.

Please include:

• Your order number
• A short description of the issue
• Photos of the product, packaging, and shipping label where relevant

If the product is defective, damaged, or incorrectly delivered, we will offer a suitable solution in accordance with applicable consumer law. This may include replacement, refund, or another appropriate remedy.

6. Exchanges

We do not guarantee direct exchanges. If you wish to receive another product, the fastest solution is usually to return the eligible item and place a new order.

7. Bundles and promotional offers

If you purchased products as part of a bundle, discount, or promotional offer, the refund amount may be adjusted to reflect the actual value of the products kept by you.

If a promotional item or free gift was included with your order, it must also be returned if you withdraw from the full purchase.