Return & Refund Policy

Last updated: 12 September 2026

At Joes Pet Supplies, we want our customers to shop with confidence. If you are not satisfied with your purchase, you may request a return or refund in accordance with the terms below and your applicable rights under UK consumer law.

1. 30-Day Return Period

We offer a 30-day return policy, meaning you may request a return within 30 days after receiving your order.

To be eligible for a return, the product should generally be:

• In the same condition in which you received it
• Unused, unworn, and undamaged
• Complete with any tags, labels, accessories, or components originally supplied
• In its original packaging where reasonably applicable
• Accompanied by your receipt, order confirmation, or other proof of purchase

Products that do not meet the applicable return conditions may not qualify for a return, except where you have statutory rights relating to faulty, damaged, misdescribed, or otherwise non-conforming goods.

2. How to Request a Return

To request a return, please contact our customer support team at:

Email: support@joespetsupplies.store

Please include your order number and the reason for your return.

If your return is accepted, we will provide instructions explaining how and where to send the product.

Please do not send products back without contacting us first, as returns need to be properly identified and processed.

3. Damaged, Defective, or Incorrect Products

Please inspect your order after delivery.

If you receive a product that is damaged, defective, incorrect, or materially different from what you ordered, contact us as soon as possible so that we can review the issue.

When contacting us, please provide:

• Your order number
• A description of the issue
• Clear photographs of the product where appropriate
• Photographs of the packaging where relevant

Once we have reviewed the issue, we will provide an appropriate solution in accordance with this policy and your applicable statutory rights.

4. Non-Returnable Products

Certain products may not be eligible for a change-of-mind return for health, hygiene, safety, or other applicable reasons.

Depending on the product and circumstances, this may include:

• Perishable pet products or goods that can deteriorate or expire rapidly
• Custom-made or personalised pet products
• Sealed hygiene-sensitive products that have been unsealed after delivery where applicable
• Grooming or personal-care products that cannot reasonably be resold for hygiene reasons after being opened or used
• Hazardous materials or regulated products where returns cannot safely or legally be accepted
• Products that have been damaged, excessively used, or altered by the customer after delivery
• Gift cards
• Items clearly identified as final sale where applicable and legally permitted

If you are unsure whether a particular pet product is eligible for return, please contact support@joespetsupplies.store before returning it.

These exclusions do not override any statutory rights you may have in relation to faulty, damaged, misdescribed, or otherwise non-conforming products.

5. Exchanges

If you would like a different product, size, colour, or other available variant, please contact us regarding the original item.

In many cases, the simplest process is to return the eligible original product and place a separate order for the replacement product.

Any return must meet the applicable conditions described in this policy.

6. Refunds

Once your returned product has been received and inspected, we will notify you regarding the status of your refund.

If the refund is approved, it will normally be issued to the original payment method used for the purchase.

After a refund has been issued by us, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

7. Return Shipping Costs

For eligible change-of-mind returns, customers are generally responsible for the cost of returning the product to us, unless otherwise stated or required by applicable law.

If you receive a product that is incorrect, damaged, defective, or otherwise not in conformity with your order, please contact us before returning it.

Where the issue is our responsibility and applicable law requires us to cover return costs, we will provide appropriate return instructions.

8. Order Cancellations

If you would like to cancel an order, please contact us as soon as possible at:

Email: support@joespetsupplies.store

If your order has not yet been dispatched, we will make reasonable efforts to cancel it before shipment.

If the order has already been dispatched, please contact us regarding the available return options.

Nothing in this section is intended to restrict any cancellation rights you may have under applicable UK consumer law.

9. Your Statutory Rights

This Return & Refund Policy is intended to operate alongside your rights under applicable United Kingdom consumer protection laws.

Nothing in this policy is intended to exclude, restrict, or reduce any statutory consumer rights that cannot legally be excluded or limited.

10. Contact Information

For questions about a return, refund, damaged product, cancellation, or your order, please contact us:

Joes Pet Supplies
Flat 29, Knowles House
51 Longstone Avenue
London, NW10 3AZ
United Kingdom

Website: joespetsupplies.store
Email: support@joespetsupplies.store
Phone: +44 7868 244635