Choosing the perfect Double Travel Pram for your family adventures is a big decision. At Zoe, we understand that you want to be completely confident in your choice, which is why we offer a 30-day trial period to test our products in your own home. We believe in the quality and convenience of our double travel prams, and this policy lets you experience it firsthand.
What Products Can You Return?
You can return most Zoe products, including our popular double travel prams, within 30 days of purchase for a full refund or store credit. To ensure a smooth return process, we kindly ask that returned items are in brand new condition. This means they should be unused, without any scratches or scuff marks on the wheels, and returned with all original tags and packaging. Think of it as ensuring the double travel pram is still in pristine condition, ready for its next adventure.
Understanding Your Refund
While we provide free return shipping to make the process as easy as possible, please note that original shipping charges (Ground, Express, or Overnight) are non-refundable.
You will receive a full refund for your purchase as long as the returned double travel pram and any other items are in perfect, resalable condition. In the rare event that the returned item shows signs of use beyond a gentle home trial, such as outdoor use, we may apply a restocking fee of up to 50%. Restocking fees help cover costs associated with used items, such as $25 for used wheels, $20 for missing original packaging, or $25 for cleaning if needed (due to pet hair or sticky fingers, for example!). If a return cannot be accepted even with a restocking fee, our Customer Experience team will contact you to arrange for the item to be shipped back to you, or to discuss a partial store credit.
Refunds will be issued to the original payment method or as store credit. If you are returning a gift, the refund will be issued as store credit only.
Once your returned double travel pram arrives and is inspected, we will notify you by email. Approved refunds are processed within 5 business days. You will receive another email notification when the refund is processed, although it may take some additional time for the credit to appear on your credit card statement depending on your bank.
How to Initiate a Return
Getting started with your return is simple! We provide a prepaid shipping label for all returns that meet our policy requirements, making it hassle-free to send back your double travel pram if it’s not the perfect fit.
To begin the return process, simply click on the link below:
Request a Return or Exchange Authorization
Important Note: Please be aware that if you choose to ship a double travel pram back to us, you assume responsibility for the shipment. We are not liable for items lost or damaged during return shipping and refunds will only be issued based on the condition of the double travel pram we receive.
Important Exceptions to Note
While we love serving customers across the United States, including Hawaii and Alaska, and even internationally, our exchange program is currently limited to the contiguous United States. For customers in Hawaii, Alaska, or international locations, we are happy to process returns for a full refund, and you can then repurchase the desired items.
For savvy shoppers who enjoy a great deal, please be aware that items purchased during significant sale events like Warehouse Sales or Black Friday/Cyber Monday may be final sale and ineligible for returns. Always review the specific terms of special discount offers before making a purchase. Additionally, gift cards are non-refundable.
We hope this clear and straightforward return policy provides you with peace of mind when choosing your Zoe double travel pram. We are confident you’ll love our products, but we’re here to support you every step of the way!
