In accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you are entitled to cancel an order and receive a full refund up to 14 calendar days after you receive the item from us. This applies even if you change your mind and no longer want an item. The refund will include the minimum postage costs you could have chosen when placing your order. 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 your money within 14 days of receipt of a 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 refund part or all of the money you have paid.
The postage address for returning items is:
Joii Petcare, Returns Dept, 1A Progress Park, Bedford, Bedfordshire, MK42 9XE
Items that cannot be returned
- 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
- Items that have been opened/used (unless found to be faulty.)
The 14 day limit to request a refund does not apply to any item which is faulty, unfit for purpose, or not as described at the time you placed the order. For damaged and faulty items, you have 30 days to arrange a return/refund.
For all items returned after the 14-day period, you are asked to provide a written explanation of the reason for the return. Returned items in this circumstance may or may not be due a full refund, depending on the circumstances. (For example if you used an item for a while before it broke, you may have to bear some of the cost for the period of time you were able to use it.) In normal circumstances, the limit of our liability for compensation for orders which are delayed or do not arrive at all, will be the value of the order placed. You will not be due for any additional compensation (for instance if you decided to take time off work to receive the order).