Return and Exchange Policy

Please carefully read the conditions below before submitting an exchange or return request.

1. Applicable Conditions

TopZoo offers free exchanges or returns within 07 days from the date the customer confirms receipt of the goods, provided that all of the following conditions are fully met:
  • The product is unused and intact, with all original tags, labels, accessories, and packaging (if applicable).
  • The customer provides complete order information or proof of purchase for verification.
  • The product falls into one of the following cases:
    • The product has a technical or quality defect caused by the manufacturer.
    • TopZoo delivers the wrong product, quantity, size, or variant compared to the order.
    • The product is damaged during transportation and the damage is confirmed to have been caused by the shipping carrier or TopZoo.

2. Cases Not Eligible for Return or Exchange

TopZoo reserves the right to refuse return or exchange requests in the following cases:
  • The request is submitted more than 07 days after the customer receives the goods.
  • The product has been used, damaged due to the customer’s fault, or is no longer in its original condition upon receipt.
  • The product is missing tags, labels, accessories, packaging, or proof of purchase (if required for verification).
  • For pet food, treats, or consumable pet products with opened packaging: TopZoo does not support returns or exchanges for hygiene and pet safety reasons, except when the product is determined to have a manufacturer defect.

3. Information Required When Submitting a Request

To help TopZoo process your request quickly, please prepare the following information:
  • Photos or videos clearly showing the condition of the product.
  • Photos of the packaging and product labels (if applicable).
  • A detailed description of the issue encountered.
  • Other information as requested by the Customer Service team (if necessary).
Note: Failure to provide sufficient evidence may result in longer processing times or the request being deemed ineligible for approval.

4. Shipping Costs

  • In cases where the issue is caused by TopZoo or the manufacturer: TopZoo will cover 100% of the two-way shipping costs incurred during the return or exchange process.
  • In cases where the return or exchange is requested due to the customer’s personal preference: The customer will be responsible for a processing fee of 15% to 20% of the product value (if applicable) and all related shipping costs.

5. Refund Policy

After the return request has been inspected and approved, the refund value will be issued in the form of a TopZoo Voucher equivalent to the approved refund amount.
TopZoo does not provide refunds in cash or refunds to bank cards, e-wallets (MoMo), or other payment methods.

6. Returned Goods Inspection

After receiving the returned goods, TopZoo will inspect them against the information provided in the return or exchange request before making a final decision.
  • Customers are required to return all products registered for return, together with any accessories and gifts (if applicable).
  • If TopZoo receives the returned goods but finds that one or more products or parts of the order are missing compared to the return request, the Customer Service team will proactively contact the customer to notify them and assist with submitting the missing items within the specified period.
  • If the customer does not respond, fails to submit the missing goods within the specified period, or TopZoo has grounds to determine that the return or exchange request shows signs of fraud (for example, intentionally failing to return the product while still requesting a refund), TopZoo reserves the right to:
    • Reject or cancel the return or exchange request.
    • Decline to issue a refund or voucher for the request.
  • In the event of a dispute, the final decision will be made based on the order records, the actual goods received, and the evidence provided by both parties.