Returns & Refund Policy

At JML Pets, we want every customer to feel confident when shopping with us. This Returns & Refund Policy explains how return requests, exchanges, and refunds are handled for purchases made through our store.

Returns

You may request a return within 30 days from the date your order is delivered.

To qualify for a return, the item must:

  • Be unused and in the same condition as when you received it

  • Be returned with its original packaging where possible

  • Include all original parts, accessories, labels, and instructions, where applicable

  • Be suitable for resale unless the item is faulty, damaged, or incorrect

Items that are returned used, damaged by the customer, incomplete, or in an unsellable condition may not be eligible for a refund.

Non-Returnable Items

Some products may not be eligible for return, including:

  • Items marked as final sale or clearance

  • Gift cards

  • Personalised or custom-made products

  • Opened pet food, treats, or hygiene-related products, where return is not suitable for health or safety reasons

  • Items that have been used, washed, altered, or damaged after delivery

If you are not sure whether your item can be returned, please contact us before sending it back.

How to Request a Return

To request a return, please contact us and provide the following details:

  • Your order number

  • The item you would like to return

  • The reason for the return

  • Photos of the item if it arrived damaged, faulty, or incorrect

Contact details:

Email: contact@JMLPets.co.uk
Phone: +44 74 4992 4582

Once your return request has been reviewed and approved, we will provide instructions on how and where to send the item.

Please do not send items back before receiving return instructions from us.

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty, damaged, incorrect, or not as described.

We recommend using a tracked delivery service when returning an item, as we cannot be responsible for returns that are lost or damaged during transit.

Return shipping fees are non-refundable unless the return is due to an error on our part.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, defective, incorrect, or not as described, please contact us as soon as possible after delivery.

When contacting us, please include your order number and clear photos showing the issue. We will review the matter and, where appropriate, arrange a replacement, exchange, or refund.

Refund Processing

Once we receive and inspect your returned item, we will notify you of the outcome of your refund request.

If your return is approved:

  • The refund will be issued to the original payment method used at checkout

  • Refund processing times may vary depending on your bank or payment provider

  • Please allow several business days for the refund to appear in your account

Original shipping charges may not be refunded unless the return is due to a faulty, damaged, incorrect, or misdescribed item.

Exchanges

If you would like to exchange an item, please contact us first so we can check availability.

If the requested replacement item is available, we will provide further instructions. If it is not available, we may offer a refund or an alternative solution.

Late or Missing Refunds

If your refund has been approved but has not appeared in your account, please:

  • Check your bank account again

  • Contact your bank or payment provider, as processing times can vary

  • Allow additional time for the refund to be completed

If you have done this and still have not received your refund, please contact us and we will assist you further.

Your Statutory Rights

This policy does not affect your statutory rights under UK consumer law.

You may still have legal rights if an item is faulty, not as described, or not fit for purpose.

Opening Hours

Our customer support opening hours are:

Monday to Wednesday: 10:00 AM – 04:00 PM
Thursday to Saturday: 10:00 AM – 05:00 PM
Sunday: 10:00 AM – 04:00 PM

Contact Information

If you have any questions about returns, refunds, exchanges, or damaged items, please contact us:

JML Pets
Unit 12 Dodds Ln
Gwersyllt, centre LL11 4NT
United Kingdom

Phone: +44 74 4992 4582
Email: contact@JMLPets.co.uk
Website: JMLPets.co.uk