Returns & Refund Policy

Last Updated: 15 August 2026

At JML Pets, we want you to be happy with the products you purchase from us. This Returns & Refund Policy explains how to request a return, when an item may qualify for a refund or exchange, and how we deal with faulty, damaged, or incorrect products.

Our returns policy is intended to provide a straightforward process for customers and does not limit any rights you may have under UK consumer law.

1. Our 30-Day Returns Policy

For eligible products, JML Pets offers a 30-day return period starting from the date your order is delivered.

If you change your mind about a purchase, you may contact us within this 30-day period to request a return.

For returns made under our voluntary 30-day returns policy, we normally require the product to:

• Be unused and in a condition suitable for resale

• Include all original components, accessories, manuals, and other items supplied with it

• Be returned in its original packaging where reasonably possible

• Show no signs of damage, misuse, excessive handling, or alteration

These conditions apply to our voluntary returns policy and do not remove or restrict any statutory rights that may apply to your purchase.

2. Online Order Cancellation Rights

If you purchase eligible goods through JMLPets.co.uk or another distance-selling method, you may have a legal right to cancel your order without providing a reason.

Where the statutory cancellation right applies, you generally have 14 days from the day after receiving your goods to notify us that you wish to cancel.

After notifying us, you generally have a further 14 days to send the goods back.

You may inspect a product as reasonably necessary to determine its nature, characteristics, and functioning. However, where permitted by law, we may make an appropriate deduction from a refund if the value of the product has been reduced because it was handled beyond what would reasonably be permitted when examining it in a physical shop.

Our additional 30-day returns policy does not replace these statutory cancellation rights.

3. Products That May Not Be Eligible for Change-of-Mind Returns

Some products may be excluded from our voluntary change-of-mind returns policy or from statutory cancellation rights where permitted by law.

Examples may include:

• Products made to your specifications or clearly personalised for you

• Products that deteriorate, expire, or spoil rapidly

• Sealed products that cannot reasonably be returned for health protection or hygiene reasons once the seal has been broken

• Products that have become inseparably mixed with other goods after delivery

• Gift cards or similar products under our voluntary returns policy, except where a refund or cancellation is required by law

• Products specifically identified as non-returnable where such a restriction is legally permitted

For a pet supplies business, this may include certain opened hygiene products, opened products that cannot safely be resold, or perishable pet-related goods where the relevant legal exception applies.

A product being discounted, reduced, or sold as part of a promotion does not by itself remove any statutory rights you may have if the product is faulty or otherwise does not meet legal requirements.

If you are unsure whether a particular product can be returned, please contact JML Pets before sending it back.

4. How to Request a Return

Before returning an item, please contact us so that we can identify your order and provide the appropriate return instructions.

Please provide:

• Your order number

• Your name and contact information

• The product you would like to return

• The reason for the return

• Details of any fault, damage, or incorrect item where applicable

You can contact us at:

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

Once your return request has been reviewed, we will provide you with instructions for sending or bringing the product back.

Please do not send returns to us without following the return instructions provided, as this may make it more difficult to identify and process your return.

5. Return Shipping Costs

For an eligible change-of-mind return where the product is not faulty, damaged, incorrect, or misdescribed, you will normally be responsible for the direct cost of returning the product, where permitted by law and where you have been properly informed of this responsibility.

We recommend using a reliable shipping service and retaining proof of postage or tracking information until your return has been completed.

If a product is faulty, damaged, incorrect, or not as described and you have a legal right to return it, JML Pets will handle reasonable return costs where required by applicable consumer law.

If we arrange collection of an item, we will provide the relevant collection information separately.

6. Faulty, Damaged, or Incorrect Products

If the product you receive is:

• Faulty or defective

• Damaged on arrival

• Different from the product you ordered

• Not as described

• Not of satisfactory quality

• Not fit for its intended purpose where the law requires it to be

please contact us as soon as reasonably possible.

When contacting us, please include your order number and a description of the problem. We may also request photographs or other reasonable information to help us understand the issue.

Depending on the circumstances and your legal rights, we may offer an appropriate remedy such as:

• A full or partial refund

• A replacement

• A repair, where appropriate

• Another remedy available under UK consumer law

Nothing in this policy limits your legal rights in relation to faulty or non-conforming goods.

7. Refunds

Once we receive a returned product, we may inspect it to confirm its condition and determine the appropriate refund.

If the return is approved, the refund will normally be made using the same payment method used for the original transaction, unless another method is agreed or permitted by law.

Where you exercise a statutory right to cancel an eligible online order, we will refund amounts due within the period required by law.

Where applicable, this includes the cost of the least expensive standard delivery option offered for the original order. If you selected a more expensive delivery method, such as express or premium delivery, the additional delivery cost may not be refundable.

For returns made only under our voluntary 30-day returns policy after any statutory cancellation period has ended, original delivery charges may not be refundable unless the product is faulty, incorrect, damaged, or the law otherwise requires us to refund them.

After we issue a refund, your bank or payment provider may require additional time to display the funds in your account.

8. Refund Deductions

For change-of-mind returns, we may reduce a refund where legally permitted if a product has lost value because of unnecessary or excessive handling.

For returns made under our voluntary 30-day policy, products that have been used, damaged, altered, contaminated, or returned incomplete may be refused or may receive a reduced refund where legally permitted.

We will not use these conditions to remove or restrict rights that you are entitled to under applicable UK consumer law.

9. Exchanges

If you would prefer to exchange an eligible product rather than receive a refund, please contact us.

Exchanges are subject to product availability.

If a replacement product is unavailable, we may offer a refund or another appropriate solution.

Where your request concerns a faulty product, your statutory rights will continue to apply regardless of whether an exchange is available.

10. Late or Missing Refunds

If we have confirmed that a refund has been processed but you have not yet received it, please:

1. Check the payment account used for the original purchase.

2. Contact your bank, card issuer, or payment provider, as processing times can vary.

3. If the refund still cannot be located, contact JML Pets and we will review the transaction information available to us.

11. Proof of Purchase

We may ask for reasonable proof that the product was purchased from JML Pets before processing a return, refund, repair, or replacement.

Proof of purchase may include an order confirmation, receipt, transaction record, or other reasonable evidence of purchase.

12. Returning Products Safely

Please package returned products carefully to reduce the risk of damage during transportation.

Where possible, include all accessories, components, instructions, and packaging supplied with the product.

For products that require special handling because of their size, type, hygiene considerations, or other characteristics, please contact us before arranging the return.

13. Your Statutory Rights

This Returns & Refund Policy is provided in addition to your rights under applicable UK consumer law.

Nothing in this policy is intended to exclude, restrict, or replace any legal right or remedy that cannot lawfully be excluded or restricted.

Your rights may vary depending on factors including how the purchase was made, the type of product involved, the reason for the return, and how much time has passed since purchase or delivery.

14. Contact JML Pets

If you have questions about a return, refund, exchange, damaged product, or your order, please contact us:

JML Pets
Operated by: Maxence Hermange

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

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

Opening Hours

Monday – Wednesday: 10:00 AM – 4:00 PM
Thursday – Saturday: 10:00 AM – 5:00 PM
Sunday: 10:00 AM – 4:00 PM