Refund policy
Refund & Returns Policy
Shop With Confidence
At John's Pet Store, we want you to shop with complete confidence. If you're not happy with your purchase, we're here to help.
30-Day Returns
You may request a return within 30 days of receiving your order.
To be eligible for a return, your item should be:
- In the same condition that you received it.
- Unused where possible.
- Returned with its original packaging where possible.
How to Request a Return
Simply contact us at:
We'll reply with your return authorisation, the correct return address, and full return instructions.
Please do not return any item without contacting us first, as we cannot accept unauthorised returns.
Return Shipping
Customers are responsible for the cost of returning unwanted items.
If your item is:
- Damaged
- Faulty
- Incorrect
- Not as described
please contact us immediately. We'll work with you to resolve the issue as quickly as possible.
Refunds
Once your returned item has been received and inspected, we'll notify you when your refund has been approved.
- Refunds are processed within 3 working days.
- Refunds are made to your original payment method.
- Your bank or card provider may take a few additional days to complete the transaction.
If more than 15 business days have passed since your refund was approved, please contact us.
Damaged or Incorrect Orders
Please inspect your order as soon as it arrives.
If your order arrives damaged or you receive the wrong item, please contact us immediately.
Including photographs of the product and packaging will help us resolve your claim more quickly.
Exchanges
The quickest way to exchange an item is to return the original product first.
Once your return has been accepted, we'll arrange a replacement where appropriate or issue a refund.
Non-Returnable Items
For hygiene or legal reasons, the following items cannot normally be returned:
- Perishable goods
- Personalised or custom-made products
- Personal care items
- Hazardous materials
- Flammable liquids or gases
If you're unsure whether your item can be returned, please contact us before sending it back.
European Union Customers
If your order is delivered to a country within the European Union, you have the legal right to cancel or return your order within 14 days, provided the item is returned in suitable condition.
Need Help?
We'll always do our very best to help.
Our Promise
✔️ 30-Day Returns
✔️ Full Refunds Once Your Return Is Received & Approved
✔️ Friendly Customer Support
✔️ Secure Shopping
✔️ Shop With Confidence