Refund policy

Welcome to JA Pet Supplies. We aim to provide a satisfactory shopping experience with every purchase. This Return & Refund Policy explains when products may be returned and how refunds and exchanges are handled.

By placing an order with JA Pet Supplies, you agree to the terms outlined below. Nothing in this policy affects your statutory rights under UK consumer law.

1. Return Eligibility

We offer a 30-day return period beginning on the date your order is delivered.

To qualify for a return:

  • The item must be unused and in its original condition.
  • The item must include its original packaging, tags, accessories, and documentation where applicable.
  • The item must not have been damaged through misuse, neglect, improper storage, or improper handling after delivery.
  • You must provide proof of purchase or your order details.

Returns that do not meet these conditions may be refused or may qualify for a reduced refund, subject to applicable UK consumer law.

2. Return Window

  • You have 30 days from the delivery date to request a return.
  • Return requests made after the 30-day period may not be accepted.
  • Please contact us as soon as possible if you wish to return an item.

Your statutory cancellation rights, where applicable, are not affected.

3. Return Shipping Responsibility

Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective, faulty or different from what you ordered, JA Pet Supplies will provide a prepaid return label or arrange another suitable return method at no additional cost.

Change-of-Mind Returns

If you return an item because you have changed your mind, you will normally be responsible for the return shipping cost unless otherwise required by applicable consumer law.

Original delivery charges will be handled in accordance with applicable UK consumer rights.

4. Restocking Fee

JA Pet Supplies does not charge a restocking fee. Our restocking fee is 0%.

5. How to Request a Return

To request a return:

  1. Email us at support@japetsupplies.com.
  2. Provide your order number.
  3. Explain the reason for the return.
  4. Include clear photographs if the product is damaged, defective or incorrect.
  5. Wait for our support team to provide return instructions.

Please contact us before returning an item so that we can provide the correct return address and instructions. Sending an item without contacting us first may delay the return process.

6. Refund Process

After we receive and inspect your returned item:

  • We will notify you whether your refund has been approved.
  • Approved refunds will be processed within 14 business days.
  • The refund will be issued to the original payment method used for the order.
  • The time required for the money to appear in your account may depend on your bank or payment provider.

Where UK consumer law requires a different refund timeframe, the legally required timeframe will apply.

7. Refund Conditions

A full refund may be issued when:

  • The return is requested within the applicable return period.
  • The item meets the return eligibility requirements.
  • The returned item is received in an acceptable condition.
  • The required order or purchase information is provided.

A reduced refund may apply when permitted by law if:

  • The item has been used more than reasonably necessary to inspect it.
  • The item is returned damaged or incomplete.
  • Parts, accessories, tags or original packaging are missing.
  • The product has lost value because of unnecessary handling by the customer.

Refunds will not be unfairly refused where a product is faulty, damaged, misdescribed or otherwise protected under UK consumer law.

8. Items That May Not Qualify for a Change-of-Mind Return

The following items may not qualify for a change-of-mind refund if they have been used, washed, worn, altered or damaged after delivery:

  • Pet beds showing signs of use, washing, damage or contact with a pet
  • Pet toys that have been used, chewed or damaged
  • Pet clothing that has been worn, washed, altered or damaged
  • Pet harnesses, collars and leads that have been used, modified or damaged
  • Items missing their original packaging, tags or accessories, where applicable
  • Items returned after the applicable return period
  • Products damaged through misuse, neglect, improper storage or improper handling

For hygiene reasons, certain opened or used pet products may not be eligible for a change-of-mind return where permitted by law.

These exclusions do not apply when an item is faulty, damaged, misdescribed or otherwise covered by your statutory consumer rights.

9. Damaged, Defective or Incorrect Items

Please inspect your order as soon as it is delivered.

If an item arrives damaged, faulty, defective or incorrect, contact us promptly:

Email: support@japetsupplies.com

Please provide your order number, a description of the problem and photographs where possible. We will review the issue and offer an appropriate solution, which may include a replacement, exchange, repair or refund.

10. Order Cancellations

Orders may be cancelled before they have been processed or dispatched.

If your order has already been dispatched, immediate cancellation may not be possible. However, you may still have the right to return the order after delivery under this policy and applicable UK consumer law.

Contact us as quickly as possible if you need to cancel an order.

11. Exchanges

We may provide an exchange when:

  • An item arrives damaged.
  • An item is defective or faulty.
  • You receive an incorrect item.

Please contact our support team before returning the item. Exchanges are subject to product availability. If a replacement is unavailable, we may offer an alternative solution or refund.

12. Late or Missing Refunds

If you have not received an approved refund:

  1. Check your bank or payment account again.
  2. Contact your bank, card provider or payment service.
  3. Allow for the provider’s normal processing time.
  4. Contact JA Pet Supplies if the refund is still missing.

We will review the transaction and provide reasonable assistance.

13. Contact Information

For questions about returns, refunds, cancellations or exchanges, contact us:

Business Name: JA Pet Supplies
Business Email: support@japetsupplies.com
Business Phone: +44 1698 884408
Business Address: 46 Church Street, Larkhall, ML9 1HE, United Kingdom

Important Notice

  • Please contact our support team before returning an item.
  • Customers are normally responsible for change-of-mind return shipping costs.
  • Keep your return postage receipt and tracking information.
  • Package returned products securely to prevent damage during transit.
  • This policy does not limit or replace your statutory rights under UK consumer law.