Refund policy
Zoggo — Hip & Joint Soft Chews
Last updated: June 2026
Overview
Zoggo Hip & Joint Soft Chews are a complementary feed product for dogs.
Zoggo is a trading name of Lumo Brands Ltd, a company registered in England and Wales.
Company number: 16806779
Registered office: 86-90 3rd Floor, Paul Street, London, United Kingdom, EC2A 4NE
As with all consumable products, once a product has been opened, we are unable to accept returns where the request is based solely on a change of mind.
However, we offer a 90-Day Satisfaction Guarantee for customers who meet the eligibility requirements set out below.
By placing an order with Zoggo, you confirm that you have read and understood this policy.
90-Day Satisfaction Guarantee
We are committed to providing high-quality products and supporting our customers.
If, after 90 days of consistent use in accordance with the product instructions, you do not notice a positive change in your dog's mobility or movement, you may apply for a refund under the conditions below.
This guarantee is provided in addition to your statutory rights.
Eligibility Requirements
To qualify for the 90-Day Satisfaction Guarantee, all of the following conditions must be met:
1. Baseline Video
You must record a short video of your dog on or before the date your order arrives.
The video should show your dog walking, moving, or performing normal activities so that their starting level of mobility can be compared.
The video must be dated and clearly linked to your order.
2. 90-Day Video
You must record a second video after your dog has used the product consistently for approximately 90 days.
The second video should show similar activities to the baseline video where reasonably possible.
3. Submission
Both videos must be submitted to:
Email: support@zoggo.co.uk
along with:
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Your order number
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Your name
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Any relevant information about your use of the product
Requests must be received within 100 days of the original purchase date.
4. Correct Usage
The product must have been used consistently throughout the 90-day period according to the feeding instructions provided on the product packaging.
5. Purchase Source
The guarantee applies only to products purchased directly from:
Products purchased through third-party marketplaces, retailers, or unauthorised sellers are not covered.
Reviewing Your Guarantee Request
We will review all requests against the eligibility requirements in this policy.
Where the requirements have been met, we will process an approved refund to your original payment method.
The guarantee covers one claim per household per product.
The guarantee is not transferable and cannot be combined with other promotional offers.
Important Product Information
Zoggo products are complementary feed products for dogs.
They are not intended to diagnose, treat, cure, or prevent any disease or medical condition.
If you have concerns about your dog's health, you should consult a qualified veterinary professional.
Individual results may vary between dogs.
Unopened Products & Statutory Cancellation Rights
Under the Consumer Contracts Regulations 2013, customers have the legal right to cancel an order within 14 days of receiving the product without giving a reason, provided the product remains unopened and in its original sealed condition.
To exercise this right, please contact us at:
within 14 days of receiving your order.
You must return the unopened product within 14 days of notifying us.
Return postage costs are the responsibility of the customer unless the product was delivered incorrectly or arrived damaged.
Once the returned product has been received and inspected, we will issue a refund to the original payment method within 14 days.
Due to hygiene and safety considerations, opened consumable products cannot normally be returned under cancellation rights.
Damaged, Defective or Incorrect Orders
If your order arrives:
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damaged,
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defective,
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tampered with, or
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incorrect,
please contact us within 14 days of delivery.
Email: support@zoggo.co.uk
Please include:
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Your order number
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Details of the issue
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Photographs where applicable
Where a valid issue is confirmed, we will provide an appropriate resolution, which may include a replacement product or refund.
Subscription Orders
If you purchase a subscription, you may cancel at any time through your account area on:
Cancellation will take effect immediately and no future subscription payments will be taken after cancellation.
If an order has already been processed or dispatched before cancellation, that order cannot be cancelled but remains covered by your statutory rights and applicable guarantee terms.
We do not charge cancellation fees and there are no minimum subscription periods.
If you experience any difficulty cancelling, contact:
and we will assist.
Payment Disputes & Chargebacks
If you experience an issue with your order, please contact us first at:
We will always try to resolve concerns fairly and efficiently.
We maintain records of orders, deliveries, and customer communications. Where a payment dispute is raised, we may provide relevant information to the payment provider as part of their dispute resolution process.
Products Not Covered
The following are not covered under this policy:
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Products purchased from sellers other than www.zoggo.co.uk
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Claims submitted after the stated guarantee period
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Requests without the required supporting information
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Damage caused by incorrect storage after delivery
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Products not used according to the feeding instructions
If your dog does not accept the chews, please contact us within 14 days and we will do our best to assist.
Contact Us
Zoggo
Trading name of Lumo Brands Ltd
Company number: 16806779
Email: support@zoggo.co.uk
Website: www.zoggo.co.uk
We aim to respond within 24 hours, Monday to Friday.
Your Statutory Rights
This policy does not affect your statutory rights under UK consumer law, including rights provided under:
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Consumer Contracts Regulations 2013
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Consumer Rights Act 2015
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Other applicable legislation
Where any part of this policy conflicts with your legal rights, your statutory rights will apply.
Policy Updates
We may update this policy from time to time.
The version applicable to your order will be the version published at the time your purchase was made.