We have a 30 day refund policy. Unfortunately we can’t offer you a refund or exchange if this time has lapsed.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

We can then process your refund, which will credit the account from which the original purchase was made, within 3-5 working days. It may take a little longer to show in your account depending on the bank processes. We will refund the original delivery charge, but cannot refund the return postage (unless the item is faulty).

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at

and send your item to:

Online Shop Team, Paignton Zoo, Totnes Road, Paignton, Devon. TQ4 7EU.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. We don’t guarantee that we will receive your returned item.