Quickly find the return policy that interests you.
- Tickets to the Zoo of the Pyrenees
- Gift vouchers
- Shop at the Zoo Store
- Online purchase
- Shipping items for return
Ticket Refund Policy
The refund or day-exchange policies for tickets to the Zoo of the Pyrenees are very favorable. By meeting certain conditions, the buyer has maximum flexibility.
Reasons for a free refund or change of visit date:
- Meteorological causes
- Rain / Strong wind / Cold / Snow
- Personal causes
- Force Majeure
Gift voucher return policy
The refund will be made only to the person who gave the gift, that is, the person who made the payment.
The buyer has 14 calendar days from the date of payment for the gift voucher to receive a full refund. If the “reflection period” ends on a non-working day, the period is extended to the next working day.
After 14 days, 75% of the amount will be refunded, provided the reservation is within the expiration period indicated on the Gift Certificate.
Finally, once expired, no refunds or exchanges will be made.
Flexible gift voucher usage options
During the validity period of the gift voucher (12 months from its issue), the Zoo of the Pyrenees offers both the buyer and the benefactor the following:
Exchange the activities included in the gift voucher for others of equal value.
If the “new” activities are worth more than the gift voucher, the difference must be paid.
If the “new” activities are of lower value, the gift voucher recipient has the following options:
- Purchase products at the charity shop and the zoo bar to reach the full cash value of the voucher.
- Add more people until you reach the value of the gift voucher.
- Choose to make a Donation for the unspent monetary value.
Turn a gift voucher into a donation
The purchaser of the gift voucher may decide to convert it into a donation. They have the right to request a donation document to deduct the price paid for the voucher from their tax return.
Transfer the gift voucher to another person
The Zoo of the Pyrenees also offers the option of transferring the gift voucher to another person if the voucher recipient is unable or unwilling to come and enjoy their gift. This exchange can be requested by both the purchaser and the recipient by emailing zoopirineu@gmail.com.
The gift voucher remains valid for the original period, but the Zoo of the Pyrenees can change the text and personalize the voucher for the new benefactor free of charge.
Return policy for items from the physical charity store
The buyer is required to inspect the item before making the purchase. Once payment has been made, items cannot be exchanged or returned.
Return policy for items purchased in the online store
The buyer has 14 calendar days to return the product and receive a full refund. This cooling-off period ends 14 days after the date of the contract. If the cooling-off period ends on a non-working day, the period is extended to the next working day.
To complete your return, the Zoo of the Pyrenees requires a receipt or proof of purchase.
Non-returnable products:
- Gift cards.
- Books with obvious signs of use.
- Any item that is not in its original condition, is damaged, or is missing parts for reasons beyond the control of the Zoo of the Pyrenees.
- Any item that is returned more than 14 days after shipment.
Refunds
Once the return is received and inspected, the Zoo of the Pyrenees will send an email to notify the buyer that their return has been received. They will also be notified of the approval or rejection of their refund.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or lost refunds
- If you haven’t received your refund yet, please check your bank account again.
- Then contact your credit card company. It may take some time before your refund officially appears.
- The next step is to contact your bank. It often takes a while before your refund becomes visible.
- If you’ve followed all these steps and still haven’t received your refund, please contact zoopirineu@gmail.com.
Exchanges
Only defective or damaged items are replaced. If you need to exchange it for the same item, please email zoopirineu@gmail.com and send the item to: Fundació Zoo del Pirineu, Ctra. L-401, km 35.6, 25283 Odèn, Spain.
Gift Return Policy
Benefactor demands repayment
If the item was marked as a gift when purchased and shipped directly to the benefactor, the benefactor may return it. In this case, the benefactor will receive a credit for the value of the returned item.
Once the Zoo of the Pyrenees receives the item, a gift certificate will be sent to the benefactor by mail.
The buyer requests a refund
If the item wasn’t marked as a gift when purchased, or the gift giver had the item shipped to themselves to give to them later, Zoo of the Pyrenees will issue a refund to the gift giver and they will be notified of the return.
Shipment
To return your product, you must send it to: Fundació Zoo del Pirineu, Ctra. L-401, km 35.6 Odèn, 25283, Spain.
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you send the item via cash on delivery, the shipping cost will be deducted from your return shipping cost.
Depending on where you live, the time it may take for your exchanged product to arrive may vary.
If you’re shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. The Zoo of the Pyrenees doesn’t guarantee that you’ll receive your return.
