Cancellation, Return and Refund Policy

Request window and legal rights

Zoowai offers a default commercial request window of 14 days after receipt. This does not reduce non-waivable consumer rights in the applicable jurisdiction.

• Mainland China customers retain applicable seven-day online-purchase return rights and statutory exceptions.
• Taiwan customers retain applicable seven-day distance-transaction cancellation rights and statutory exceptions.
• Consumers in the Netherlands and Germany retain the EU 14-day distance-selling withdrawal right and statutory remedies for faulty goods.
• Customers in Hong Kong, Macao, the United States and Singapore receive our 14 days commercial window together with locally non-excludable quality and consumer rights.

How to request help

Logged-in customers should submit through the order or after-sales page in their account. The system checks order ownership, status, items, quantities and the applicable window.

Select the affected items and quantities and describe the reason. Images, documents or video are normally optional, but we may ask for necessary information when the order record alone is insufficient.

Cancellation before shipment

An eligible paid order that has not shipped may receive a cancellation request. The request does not instantly cancel the order. After approval, staff must still complete the real WooCommerce cancellation and any required refund to the original payment method.

Change-of-mind returns

Unless applicable law provides otherwise, the product should be handled only as necessary to determine its nature, characteristics and function, and returned with reasonably complete packaging, accessories and gifts. A lawful deduction may apply for value lost through handling beyond that level.

The customer pays ordinary return shipping for a change of mind. Original shipping and taxes are handled under applicable law, the actual carrier result and payment-provider rules.

Faults, wrong items and shipping damage

For a fault, mismatch, wrong item, missing part or shipping damage, promptly provide order photos, packaging condition and a description. After verification, we cover reasonable return costs where required and may offer repair, replacement, partial refund, full refund or another appropriate remedy.

Review states

A request may move through submitted, reviewing, needs information, awaiting cancellation, awaiting refund, rejected, withdrawn and completed states. Staff may send a public reply or request information while retaining separate internal audit records.

Approval does not mean money has been returned. Completion occurs only when native WooCommerce refunds reach the authorised amount or the order actually reaches cancelled status.

Refund amount and timing

A refund may be partial or full and may address product price, shipping and tax according to the decision. It is returned to the original payment method, and posting time depends on the provider and financial institution.

If refund delivery or email notification fails, the failure remains auditable for manual action and does not reverse an after-sales decision already committed.

Return address

The ordinary return address is 深圳市龙华区福城街道新和社区田茜路12号D栋410, China. Wait for return instructions before dispatch, include the request number needed to identify the return, and never include payment passwords or original identity documents.

Special handling for lithium batteries

Do not return a damaged, swollen, leaking, overheating or recalled PlantBot or other lithium-battery product through ordinary post or an unconfirmed courier. Contact support@zoowai.com or use the after-sales request for packaging, carrier and disposal instructions first.

Contact

Use the account after-sales tool whenever possible. If you cannot sign in, email support@zoowai.com with the order number and ordering email, but do not send payment credentials by ordinary email.