Refund policy

ZUZU.LAND Return & Refund Policy

Seller: ZuZu.land SIA, reg. No. 40203418195, VAT No. LV40203418195 

Registered address: Jūras iela 1A, Ventspils, LV-3601, Latvia 

Contact: hello@zuzu.land | +371 26332383

Last updated: 19 July 2026

This Return & Refund Policy applies to purchases made by consumers through our online store at https://zuzu.land. It is drawn up in accordance with the Consumer Rights Protection Law of the Republic of Latvia, Cabinet Regulation No. 255 "Regulations Regarding Distance Contracts", and Directive 2011/83/EU. Nothing in this Policy limits the rights granted to you by mandatory consumer protection law.

1. Right of Withdrawal (14 Days)

If you are a consumer, you may withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), takes physical possession of the goods. For orders with multiple items delivered separately, the period runs from receipt of the last item.

To exercise this right, notify us before the 14-day period expires by an unambiguous statement sent to hello@zuzu.land(you may use the model withdrawal form at the end of this Policy, but it is not obligatory). Please include your order number. We will confirm receipt of your withdrawal without delay.

You must then send the goods back to us within 14 days of the day you notified us of the withdrawal. The deadline is met if you dispatch the goods before this period expires. Returns sent without prior notification cannot be processed.

2. Goods Excluded from the Right of Withdrawal

In accordance with law, the right of withdrawal does not apply to:

1. Perishable goods or goods with a short shelf life - including chilled, frozen and fresh pet food;
2. Sealed goods which are not suitable for return for health protection or hygiene reasons, once unsealed after delivery - including opened bags or cans of pet food, treats, vitamins, supplements, veterinary care products, dental and grooming products, litter, and similar items whose protective seal or original packaging has been opened;
3. Veterinary medicinal products, which by their nature and applicable pharmaceutical regulations cannot be accepted back once dispensed, unless they are defective or were supplied in error;
4. Goods made to your specifications or clearly personalised (e.g. engraved tags, custom-printed items);
5. Goods which, after delivery, are by their nature inseparably mixed with other items.

Where an exclusion depends on unsealing, the right of withdrawal remains available as long as the seal and packaging are intact.

3. Condition of Returned Goods

You may inspect the goods to the extent necessary to establish their nature, characteristics and functioning - as you would in a physical shop. Beyond that, the goods must be returned complete, in their original packaging where reasonably possible, with all labels, accessories and any gifts or promotional items received with the order.

You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. If returned goods show signs of use, damage, or missing components attributable to you, we may deduct a corresponding amount from your refund, up to the full price of the goods where their value is extinguished.

4. Return Shipping

Unless the goods are defective or were supplied in error, you bear the direct cost of returning the goods. We recommend using a tracked service and retaining proof of postage; the goods remain your responsibility until they reach us.

Return address: ZuZu.land SIA, Jūras iela 1A, Ventspils, LV-3601, Latvia (or the return address indicated in our instructions to you).

On request, we can provide a prepaid return label; in that case its stated cost will be deducted from your refund.

5. Refunds

Once you have exercised the right of withdrawal, we will refund all payments received from you, including standard delivery charges, no later than 14 days from the day we were informed of your withdrawal.

However, we may withhold the refund until we have received the goods back, or until you have supplied evidence of having sent them back, whichever occurs first.

The refund is made using the same means of payment you used for the original transaction, unless you expressly agree otherwise; you will not incur any fees for the refund. If you chose a delivery method more expensive than our least expensive standard delivery, we refund only the cost of standard delivery. Return shipping costs are not refunded (except as set out in Section 6).

6. Defective, Damaged or Incorrect Goods

If your order arrives damaged, defective, incomplete, or containing the wrong item, contact us at hello@zuzu.land as soon as reasonably possible, with your order number and photographs of the goods and packaging.

We bear the risk of loss or damage in transit. Transit damage is a matter between us and the carrier - you do not need to file a carrier claim yourself; we only ask that you keep the goods and packaging until the matter is resolved.

For defective or incorrectly supplied goods, we cover the cost of return shipping and will, at your choice and as provided by law, replace the goods, remedy the defect, reduce the price, or refund you in full.

7. Statutory Warranty (Legal Guarantee)

Independently of the right of withdrawal, as a consumer you benefit from the statutory guarantee of conformity for two years from delivery under the Consumer Rights Protection Law. If goods do not conform to the contract, submit your claim to us within two months of the day you discovered the non-conformity. This Policy does not limit those rights in any way.

8. Purchases Made In-Store

The statutory right of withdrawal in Sections 1-5 applies to distance (online) purchases only. Purchases made in person at our physical store or veterinary centre in Ventspils are not subject to a withdrawal right. In-store purchases of unopened, non-perishable goods may be exchanged or refunded within 14 days as a gesture of goodwill, at our discretion and with proof of purchase; statutory warranty rights (Section 7) apply in full to in-store purchases.

9. Business Customers

Purchases made for purposes relating to a trade, business, craft or profession (including wholesale orders) are not consumer purchases; the withdrawal right in this Policy does not apply to them. Returns for business customers are governed by the applicable commercial terms or individual agreement.

10. Complaints and Dispute Resolution

If you are dissatisfied with how a return or refund was handled, contact us first at hello@zuzu.land - most issues are resolved directly.

You may also submit a complaint to the Consumer Rights Protection Centre (Patērētāju tiesību aizsardzības centrs, PTAC), Brīvības iela 55, Rīga, LV-1010, Latvia, www.ptac.gov.lv. Consumers residing in other EU Member States may contact the European Consumer Centre network (ECC-Net) for assistance with cross-border disputes.

11. Changes to This Policy

We may update this Policy from time to time. The version published on our website at the time of your order applies to that order.