Refund policy

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Keeper Experience, Gift Admission and monetary vouchers are non-refundable.  

To complete your return, we require a receipt or proof of purchase. 

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 
We can then process your refund, which will credit your account within 3-5 working days. 

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at onlineshop@rzss.org.uk and send your item to:

Ark Enterprises Limited, RZSS - Edinburgh Zoo, 134 Corstorphine Road, Edinburgh, EH12 6TS, United Kingdom.

Shipping
To return your product, you should mail your product to: Ark Enterprises Limited, RZSS - Edinburgh Zoo, 134 Corstorphine Road, Edinburgh, EH12 6TS, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. We cannot guarantee that we will receive your returned item.

**Please note customers in the EU may have to pay import VAT and a handling charge before the delivery company will deliver your goods or at the point when you collect your purchases.**