Return and Refund Policy

30-day returns

You have 30 calendar days from the date you receive your order to notify Zoomball that you wish to return it.

For voluntary change-of-mind returns, the product must be unused, in its original condition, and returned with its original packaging and all supplied accessories. You will need your order number or another valid proof of purchase.

These conditions do not restrict statutory withdrawal rights or rights relating to faulty, damaged, or incorrect goods.

How to request a return

Email zoomball@use.startmail.com with your order number and the items you wish to return.

We will provide instructions to help identify and process your return. Contacting us first helps avoid delays, but prior approval is not required to exercise a statutory right of withdrawal.

Our return address is:

Zoomball — David Torrijos Vaquera
Avenida Rafael Alberti 25
28018 Madrid
Spain

Returns are sent to Spain, including orders originally delivered to the United States or another country.

Send the goods back within 14 calendar days after notifying us of your decision to return them. Retain proof of postage; we recommend a tracked shipping service.

Return shipping costs

For change-of-mind returns, you are responsible for the direct cost of return shipping, including international return postage where applicable, unless we expressly agree otherwise.

Free shipping on your original order does not include free return shipping.

We do not charge restocking fees or deduct the original outbound shipping cost from an order that qualified for free shipping.

If the product is faulty, damaged on arrival, or incorrect, Zoomball will cover the necessary return shipping costs and arrange an appropriate return method where a return is required.

Product condition and pet use

Our voluntary change-of-mind return policy does not cover products that have been used by a pet, chewed, scratched, or otherwise damaged after delivery.

A pet’s lack of interest does not, by itself, establish that a product is defective.

However, damage during use does not automatically mean that you are responsible. If the product failed during normal use consistent with its instructions and advertised characteristics, contact us so that we can assess whether it is faulty or non-conforming.

We do not apply a blanket hygiene exclusion to all pet products. Mandatory withdrawal and defective-product rights remain unaffected.

Damaged, faulty, or incorrect items

Please contact zoomball@use.startmail.com as soon as reasonably possible if your order arrives damaged, does not work correctly, or contains the wrong item.

Include your order number and a description of the problem. Photos or videos, where reasonably available, can help us investigate but are not a mandatory condition for exercising your statutory rights.

We will provide the remedy required by applicable law, which may include repair, replacement, a price reduction, or a refund.

The 30-day return period does not limit applicable statutory warranty or conformity rights. Any separate commercial guarantee expressly offered with your purchase is additional to those rights and applies according to its stated terms.

European Union statutory withdrawal rights

If you are a consumer in the European Union, you generally have 14 calendar days from receiving the goods to withdraw from an online purchase without giving a reason, subject to statutory exceptions.

If items from one order are delivered separately, this period generally begins when you receive the last item.

To exercise this right, send a clear statement to zoomball@use.startmail.com or to our postal address before the withdrawal period expires. You may use the optional form below, but it is not compulsory.

Return the goods within 14 calendar days after notifying us.

You may inspect the product as necessary to establish its nature, characteristics, and functioning. Opening the packaging does not, by itself, remove this right. You may be responsible for a reduction in value caused by handling beyond what is necessary for that inspection, including pet use where it goes beyond necessary inspection. Any deduction must be justified and explained.

Please return all supplied accessories and use protective packaging. Original packaging is recommended but is not mandatory for statutory withdrawal.

Sale and discounted items retain the same statutory withdrawal rights as full-price items.

Exchanges

For a different colour or model, return the original item under this policy and place a separate order, subject to availability.

This does not affect any right to replacement or another remedy for faulty or incorrect goods.

Refunds

We will notify you after receiving and inspecting your return and explain any proposed deduction or refusal.

For eligible voluntary returns, we will issue the refund within 10 business days after receiving and checking the returned goods, unless applicable law requires an earlier refund.

For statutory withdrawal, we will refund the payments covered by the withdrawal, including standard outbound delivery charges where applicable, without undue delay and within 14 calendar days after receiving your withdrawal notice.

We may withhold a statutory withdrawal refund until we receive the goods or evidence that you have sent them back, whichever occurs first, unless we have offered to collect them.

If you selected a delivery option more expensive than standard delivery, the additional charge is not refundable under statutory withdrawal rules.

Refunds will be issued to your original payment method unless you expressly agree otherwise, without refund processing fees. Your bank or payment provider may take additional time to display the funds.

Refunds for faulty or non-conforming goods will follow the deadlines required by applicable law.

If an expected refund has not appeared, contact zoomball@use.startmail.com.

Optional withdrawal form

Complete and send this form only if you wish to exercise your statutory right of withdrawal.

To: David Torrijos Vaquera, trading as Zoomball
Avenida Rafael Alberti 25, 28018 Madrid, Spain
Email: zoomball@use.startmail.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Goods:
Order number:
Order date:
Date received:
Consumer’s name:
Consumer’s address:
Date:
Signature, only if submitted on paper:

Your statutory rights

Nothing in this policy excludes or limits mandatory rights under the law applicable to your purchase, including applicable US federal or state consumer protections.

Where mandatory law provides greater protection, that law prevails.

Contact

Zoomball — David Torrijos Vaquera
Email: zoomball@use.startmail.com
Telephone: +34 681 073 635
Address: Avenida Rafael Alberti 25, 28018 Madrid, Spain
Website: https://byzoomball.store