Refund policy

30 Day Return Period

We offer an extended 30-day returns period for your convenience. The refund will include the minimum postage cost that was available at the time of ordering. You are responsible for the cost of returning the item to us. You must notify us of your intention to cancel the order and you must return the item to us by recorded delivery within 14 days of notifying us. We will then refund you within 14 days of receipt of the returned item. It is your duty to take all reasonable care of any items to be returned, including their packaging, up until the time we receive them back from you. Any damage will result in us being unable to process a refund, for up to but not limited to, the full value of your order. Please note that only cancellations made within the first 14 days are covered by your statutory rights. Refund eligibility depends on the following conditions.

 

Non-Returnable

  • Perishable Items i.e. temperature controlled food/medication.
  • Medication - due to regulatory law, we cannot accept the return of any medication, including licensed and prescription items.
  • Opened/Used Items (unless found to be faulty).

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Faulty or Damaged Items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Liability for Delivery Issues

In the event of delayed or non-arrival of your order, our liability is limited to the value of the order placed. You will not be due for any additional compensation for indirect costs (for instance, if you decided to take time off work to receive the order).


14 Day Cooling-Off Period

In accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel or return your order within 14 calendar days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds

To start a return, you can contact us at hello@joiipetcare.com, with the receipt or proof of purchase, and reason for return. If your return is accepted, we’ll inform you with the next steps. Items sent back to us without first requesting a return will not be accepted.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. In the event that your refund has not been processed for more than 15 business days, please contact us at the above email.

You can always contact us at hello@joiipetcare.com regarding any queries.