Refund policy

Wellington Zoo Shop is dedicated to providing quality products to all our customers. If you would like to return an item, please contact us immediately via email at shop@wellingtonzoo.com. 

Wellington Zoo takes every precaution in packing and despatching your order, but if your items have been damaged in transit, please let us know immediately. 

If the item is faulty, we will gladly replace it, or refund you the purchase price in accordance with our obligation under the Consumer Guarantees Act 1993. Please contact us immediately via email at shop@wellingtonzoo.com, for further steps. 

If you are returning an item for reasons other than being faulty, the item must be returned in its original product packaging, not used, or worn, and in a saleable condition within 30 days of purchase. You will be responsible for the return shipping costs of non-faulty items. The safe return of the item is also your responsibility, so please make sure they are packaged the physical item securely and return to Wellington Zoo. We will not be liable for any lost parcels, or any damage incurred during transit. We recommend using a track and trace courier service. 

All refunds will be made using the payment method and to the credit card that was used to make the original purchase. This is usually processed within 7 working days of receiving your return.