Refund policy

Last updated: 17 September 2026.

1. Statutory right of withdrawal: 14 calendar days

If you buy as a consumer, you may notify us that you are withdrawing from the purchase within 14 calendar days, without giving any reason, subject to the statutory exceptions set out below. For goods, the period begins on the day after you, or a person you designate other than the carrier, receive the product. If a single order is delivered in separate parts, the period runs from receipt of the last item; for services, from the conclusion of the contract. The statutory rules on calculating and extending the period are applied where relevant.

To exercise this right, simply send an unequivocal statement before the period expires to info@zonlidoog.es or to the owner's address: Jbrahimasory Sonko Diallo, Carrer Verge del Carme, 3, 43559 Ulldecona (Tarragona), España. You may also notify us through the contact form. You do not need our prior authorisation to exercise this right. Please keep proof of your notification.

Using a specific form, providing photographs or giving a reason are not mandatory requirements for withdrawal. If you do not remember your order number, please provide other details that allow us to identify the purchase. Where the legally required information on withdrawal has not been provided, the statutory extension of the period will apply; a request will not be automatically rejected for being made after 14 days.

2. Model withdrawal form

You may copy this model, although you are not obliged to use it:

To ZONLIDOOG, Jbrahimasory Sonko Diallo, Carrer Verge del Carme, 3, 43559 Ulldecona (Tarragona), España, info@zonlidoog.es.
I hereby give notice that I withdraw from my contract for the following goods or services:
Description of the goods or services:
Order number, if available:
Date of order and date of receipt:
Consumer's full name:
Consumer's address:
Contact email address:
Date:
Signature (only if submitted on paper).

3. Sending the return and condition of the product

After notifying us of your withdrawal, send the goods back without undue delay and, in any event, within 14 calendar days. Contact us to arrange transport and confirm the delivery instructions. This arrangement does not affect or shorten the withdrawal period or the validity of your withdrawal.

The return address is the owner's address stated in this policy, unless we agree another collection point with you. Protect the product for transport and include information that allows the order to be identified. The original packaging makes returns easier, but it is not an absolute condition for exercising the statutory right of withdrawal.

You may examine the product as would be reasonable to establish its nature, characteristics and functioning. You will only be liable for any diminished value resulting from handling beyond what is necessary, where the law so provides.

Opening the outer packaging or examining the item does not in itself invalidate the withdrawal. If use goes beyond the necessary inspection and reduces the item's value, we will assess and justify the specific reduction, without applying a fixed percentage or a restocking fee. Exceptions for unsealed items are limited to the cases set out in section 6. Opening or using a product does not in itself remove your rights in the event of lack of conformity either.

4. Return costs

If you withdraw because you have changed your mind, you will bear the direct cost of returning the goods, provided you were informed of this before purchase. If that information was not provided, or free returns were offered for your order, that cost will not be passed on to you. For items that cannot normally be returned by post, the corresponding cost must be disclosed before the contract is concluded; no undisclosed charge will be applied.

If there is a defect, lack of conformity or an error attributable to ZONLIDOOG, we will bear the relevant costs of providing the statutory remedy. A return label does not in itself mean that the return will be charged: you will be informed of the applicable conditions.

5. Refunds on withdrawal

We will refund the amounts legally due, including standard delivery costs for a full return, without undue delay and within 14 calendar days of being notified of your withdrawal. The supplementary cost of a delivery method more expensive than the standard option chosen by the customer is not refunded.

We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them, whichever is earlier, unless we have offered to collect them. The refund will be made using the same means of payment, unless you have expressly agreed otherwise at no cost to you. Processing of the refund is not subject to any discretionary approval that would restrict the statutory right.

6. Statutory exceptions

Where the legal requirements are met, the right of withdrawal may be excluded for clearly personalised goods, goods liable to deteriorate or expire rapidly, or sealed goods that are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery. Not all food or pet products are automatically excluded. Being on offer does not remove the statutory right of withdrawal either.

For services fully performed before the withdrawal period ends, loss of the right requires the consents and information provided for by law. Where you expressly request that a service begin during the withdrawal period, only the part actually provided may be charged, provided the legal requirements are met.

7. Earlier purchases and more favourable conditions

For purchases made since the publication of this version, no general commercial extension of the withdrawal period is offered. The 14 calendar days, any extensions established by law and your rights in the event of lack of conformity continue to apply.

If a 30-day return period or another more favourable condition was advertised when you made your purchase, that offer and the conditions validly incorporated into the order will be honoured. This change does not retroactively reduce the rights attached to earlier purchases. The conditions of a commercial returns policy never limit the right of withdrawal or the legal guarantee.

8. Damage, errors and guarantee

If your order arrives damaged, incorrect or incomplete, let us know as soon as possible and attach photographs if they help explain the issue. Failing to report it within 24 hours does not mean that you accept the product as conforming, nor does it cause you to lose your rights.

Please see the legal guarantee in the terms of purchase. A return due to lack of conformity is handled in accordance with the law, irrespective of the withdrawal period. We may request the information and evidence necessary to assess the issue in a proportionate manner, offering an alternative if you are unable to provide photographs.

9. Response to and follow-up of a complaint

We will provide you with a reference number and a written acknowledgement that you can keep. We will reply with a proposed solution, or with the specific reasons for any refusal, as soon as possible and in any event within 15 calendar days of the complaint being submitted. Requesting additional information does not automatically restart that period.

This response time does not extend the 14-day refund period for withdrawal, nor does it replace the periods and rights under the guarantee. Any repair or replacement will be carried out within a reasonable time and without significant inconvenience. If we are unable to uphold your request, we will explain the facts, the applicable reason and the relevant avenues of complaint. A return will not be refused solely because it was requested through a channel other than the form.

For questions, issues or complaints, email info@zonlidoog.es, message us on WhatsApp at +34 930 49 48 20 (WhatsApp: messages only, no calls) or use the contact form. If your enquiry concerns a purchase, please include the order number.

See also: Legal notice · Terms of purchase · Returns and withdrawal · Shipping · Privacy and cookies.