Refund policy

Last Updated: 24-11-2025

At Zoomies, operated by Fairground Studio Ltd., every item is custom-made and personalised especially for you. We take great pride in the quality of our products and the accuracy of our printing process. Because each order is unique and created on demand, our ability to accept returns is limited.

Please read the policy below before placing your order.

1. Personalised & Made-to-Order Items

All of our products are personalised and produced specifically to your chosen design.
For this reason, all sales are final, and we cannot accept returns, exchanges, or cancellations once an order has been placed.

This includes (but is not limited to):

  • Custom-printed pet toys

  • Personalised accessories

  • Any item featuring your pet’s name, image, or bespoke options

2. Damaged or Defective Items

While rare, printing or manufacturing errors can occur. If your item arrives damaged or defective as a result of the production process, we will replace it at no additional cost.

Eligible issues may include:

  • Misprints

  • Damage occurring during the printing/manufacturing process

  • Incorrect item or size produced compared to your order confirmation

To qualify for a replacement:

  • Contact us within 7 days of receiving your order

  • Provide a clear description of the issue

  • Include photographs showing the defect or damage

  • Provide your order number and full contact details

We will assess the issue and offer a replacement or alternative resolution where appropriate.

3. Damage After Delivery

We cannot accept returns or issue refunds for:

  • Damage caused by wear and tear

  • Damage resulting from pet use

  • Damage occurring after delivery

  • Incorrect personalisation details provided by the customer during ordering

  • Changes of mind

Please ensure all personalisation details are accurate before completing your purchase.

4. Lost or Undelivered Orders

If a parcel does not arrive due to a courier error:

  • Please notify us after the estimated delivery window has passed.

  • We will open an investigation with the courier and provide a replacement where appropriate.

We are not responsible for lost items due to incorrect addresses provided at checkout.

5. Refunds

Refunds are only issued under the following circumstances:

  • The product is confirmed to be defective or misprinted

  • We are unable to replace the defective item

  • Or another resolution is agreed upon by Fairground Studio Ltd.

Refunds, once approved, will be issued to the original payment method.

6. How to Contact Us

If you believe your order qualifies for a replacement, please email:
info@gotthezoomies.co.uk

Include:

  • Order number

  • Photos of the issue

  • Description of the defect

  • Date received