Refund policy

R&J Pet Co. Returns & Refunds Policy

At R&J Pet Co., we want you and your beloved pets to be completely delighted with your purchases. We understand that sometimes, things don't quite work out, so we've made our returns process as straightforward as possible.

Your Right to Cancel (Change of Mind)

As an online customer in the UK, you have a legal right to cancel your order within 14 calendar days from the day you receive your goods, without giving any reason. This is known as the 'cooling-off period'.

Once you have informed us of your wish to cancel, you then have a further 14 calendar days to return the goods to us.

To initiate a return (change of mind):

Please notify us of your intention to return the item(s) within 14 days of receipt by emailing us at hello@rjpetco.co.uk or by using our contact form on the website, quoting your order number.
Once you have notified us, you have 14 days to return the item(s) to the address provided below.

Conditions for Returns (Change of Mind):

Items must be returned in their original, unused, and undamaged condition, with all original packaging and tags intact.
Items should be fit for re-sale.
Please ensure items are securely packaged to prevent damage during transit. We recommend obtaining proof of postage as we cannot be held responsible for items lost or damaged in return transit.

Refunds (Change of Mind):

Once we receive the returned item(s) and verify their condition, we will process your refund within 14 calendar days.
The refund will include the full cost of the item(s) and the standard outbound delivery charge you paid (if applicable). Please note, if you choose an expedited or premium delivery service, only the cost of standard delivery will be refunded.
You are responsible for the cost of returning the item(s) to us for a change of mind.

Faulty, Damaged, or Incorrect Items

We carefully inspect all items before dispatch, but in the unlikely event that you receive a faulty, damaged, or incorrect item, please contact us immediately.

If an item is faulty within 30 days of receipt, you are entitled to a full refund.
After 30 days but within 6 months of receipt, we will offer a repair or replacement. If a repair or replacement is not possible or is unsuccessful, you will be entitled to a refund.
Please notify us within 3 working days of delivery for any damaged or incorrect items, providing clear photographs if possible, to help us resolve the issue quickly.
In cases of faulty, damaged, or incorrect items, we will cover the cost of return postage.

Non-Returnable Items (Unless Faulty)

Please be aware that for hygiene and safety reasons, and due to their perishable nature, certain items cannot be returned unless they are faulty or not as described:

Dog Treats, Food, and Perishable Items: Due to their nature, opened or unsealed dog treats, food, and other perishable items cannot be returned for a change of mind. If these items arrive faulty, damaged, or are incorrect, please contact us immediately for a resolution.
Personalised or Customised Items: Products that have been personalised or custom-made specifically for your order cannot be returned unless they are faulty.
Items where a hygiene seal has been broken: This includes items like certain grooming products if their tamper-evident seal has been broken.

Your statutory rights regarding faulty goods are not affected by these exclusions.

How to Return an Item:

Contact Us: Email us at hello@rjpetco.uk or use our contact form on the website with your order number and the reason for your return.
Packaging: Securely package the item(s), ideally in their original packaging.
Return Address: We will provide you with the return address once your return request has been acknowledged.
Proof of Postage: We strongly recommend using a tracked and insured service and retaining proof of postage, as we cannot be responsible for items lost or damaged during return transit.

Refund Processing Time:

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 calendar days.

If you have any questions about our returns policy, please don't hesitate to contact us at hello@rjpetco.co.uk or 01296 252346