Returns and refunds

1. Cases eligible for a refund

A refund (or a replacement at our expense) may be granted in the following situations:

  • Damaged or unusable product: The product arrived broken, defective, or does not work as expected.

  • Lost or undelivered package: The order never arrived at its destination after checking the tracking with the carrier.

  • Order error: You received an item different from the one ordered, or you are not satisfied with your order.

2. Simple procedure (No need to return the package)

If you are affected by one of the cases above:

  1. Contact us by email at feelzoo.contact@gmail.com within 14 days from the scheduled or actual delivery date.

  2. Provide your order number and briefly describe the problem.

  3. Attach a photo or a short video clearly showing the defect or the problem encountered.

  4. Keep the product: You have no package to return. Once your request is validated by our team, we will process your case directly.

3. Processing and refund times

  • As soon as your request is validated by our customer service, the refund is immediately issued.

  • The credit will be issued to the payment method used at the time of purchase.

  • Bank processing takes a maximum of 14 business days.