Refund & Return Policy
Refund & Return Policy
Last Updated: 19 February 2026
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⚖️ Compliant with: Consumer Rights Act 2015 | Consumer Contracts Regulations 2013 | EU Consumer Rights Directive 2011/83/EU | EU Directive 2023/2673 |
1. Overview
Your satisfaction is paramount to us at TjsPets. This policy sets out your rights to return products purchased from TjsPets.co.uk and your rights to a refund or exchange. Nothing in this policy affects your statutory rights under applicable UK or EU consumer protection law where this policy grants you greater rights than the legal minimum, those greater rights apply; where your statutory rights are stronger, those apply instead.
2. Return Window & Eligibility
Return Window: You have 30 calendar days from the date you receive your item to initiate a return. This exceeds the statutory 14-day minimum under the Consumer Contracts Regulations 2013.
Condition of Items: To be eligible for a return, your item must be unused and in the same condition as received, in its original packaging with all tags attached. Pet food and consumables must be unopened and in their original sealed packaging.
3. Faulty, Damaged, or Incorrect Items
If your item arrives damaged, defective, or if you received the wrong item, you are fully protected under the Consumer Rights Act 2015. Your rights are not limited to 30 days:
• Within 30 days of delivery: You are entitled to a full refund, a repair, or a replacement your choice.
• Between 30 days and 6 months: The goods are presumed faulty at the time of delivery unless we can prove otherwise. We will offer a repair or replacement first; if that fails, you are entitled to a full or partial refund.
• After 6 months: You must demonstrate that the fault existed at the time of purchase. We will still aim to resolve issues fairly in accordance with the Consumer Rights Act 2015.
How to Notify Us: Email contact@TjsPets.co.uk within 30 days of delivery with your order number, a description of the issue, and photographic evidence. Notifying us within this timeframe does not limit your statutory rights.
Resolution: We will offer a full refund (including original shipping costs) or a replacement, at your choice.
Return Shipping for Faulty/Incorrect Items: TjsPets will cover the full cost of return shipping. We will provide a prepaid return label or reimburse reasonable return postage costs upon submission of a receipt.
4. Change of Mind Returns (Right of Withdrawal)
Under the Consumer Contracts Regulations 2013, you have the statutory right to cancel your purchase within 14 days of receiving your goods without giving any reason. We voluntarily extend this to 30 days.
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🇪🇺 EU Customers — Important Update: From 19 June 2026, you may exercise your right of withdrawal directly by clicking the 'Withdraw from the contract' button on our website throughout the entire cooling-off period, in accordance with Directive (EU) 2023/2673. |
How to Initiate: Inform us of your decision to withdraw within the 30-day window by emailing contact@TjsPets.co.uk, or by using the Standard Withdrawal Form in Annex A below.
Return Shipping Cost: For change-of-mind returns, the customer is responsible for return shipping costs. Use a tracked service we cannot accept liability for items lost in return transit.
Deductions from Refund: We may deduct an amount if the value of the goods has been reduced as a result of handling beyond what is necessary to establish their nature and function (e.g., removing protective packaging or using the item).
5. Non-Returnable Items
For health, hygiene, and safety reasons, we cannot accept returns on:
• Pet food or treats that have been opened or have a broken seal.
• Personalised or custom-made items made to your specification.
• Grooming products or hygiene items that have been unsealed after delivery.
• Any item not in its original condition or damaged for reasons not due to our error.
These exceptions do not apply to faulty or incorrectly described goods — your full statutory rights apply in those cases.
6. How to Initiate a Return — Step by Step
1. Contact Us: Email contact@TjsPets.co.uk with your order number and reason for return.
2. Receive Instructions: We respond within 2 business days with the return address (308 Stanningley Rd, Bramley, Leeds LS13 3EG, UK) and specific instructions.
3. Ship the Item: Pack securely and send to the provided address. Use a tracked service for change-of-mind returns.
4. Confirmation: Once received and inspected, we will notify you of approval or rejection within 5 business days.
7. Refunds
Timing: We process approved refunds within 5 business days of approval. Allow a further 5–10 business days for your bank to process. Total maximum 14 calendar days, as required by the Consumer Rights Act 2015 and EU Consumer Rights Directive.
Method: Refunds are issued to the original payment method. If multiple methods were used, the refund is split accordingly.
Notification: You will receive an email confirmation once processed.
8. Exchanges
We do not currently offer direct exchanges. To exchange an item, return the original under our Change of Mind process (customer pays return shipping) and place a new order for the desired item.
Annex A — Standard Withdrawal Form
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Standard Withdrawal Form | EU Directive 2011/83/EU, Annex I(B) |
To: TjsPets, 308 Stanningley Rd, Bramley, Leeds LS13 3EG, United Kingdom
Email: contact@TjsPets.co.uk
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
— Description of goods: _______________________________________________
— Ordered on (*) / received on (*): _______________________________________________
— Order number: _______________________________________________
— Name of consumer(s): _______________________________________________
— Address of consumer(s): _______________________________________________
— Signature [only if submitted on paper]: _______________________________________________
— Date: _______________________________________________
(*) Delete as appropriate.
9. Contact Us
• Email: contact@TjsPets.co.uk
• Phone: +44 7415 742035
• Address: 308 Stanningley Rd, Bramley, Leeds LS13 3EG, United Kingdom