Refund policy
Returns & Refunds Policy
Last updated: 24 October 2026
At Jo’s Pet Deals, we want you and your pet to enjoy your order. If something isn’t right, please contact info@jospetdeals.com and we’ll help you with the next steps.
This policy does not limit your statutory consumer rights.
1. Our 30-day return window
For eligible products, you have 30 days after delivery to tell us you would like to return your purchase, including if you change your mind or the size is unsuitable.
Please send the items back within 14 days of notifying us.
Our 30-day offer extends the usual 14-day cancellation period available for most online purchases in the UK and EU. Any additional mandatory rights that apply in your country remain unaffected.
2. How to request a return
Email info@jospetdeals.com, or use our Cancel or Return My Order page.
Please include:
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Your name and order number, or other proof of purchase.
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Which items you would like to return.
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Whether you would prefer a refund or would like help arranging an exchange.
You do not need to give a reason to exercise an applicable cancellation right. A clear statement that you wish to cancel is sufficient.
We aim to reply within 24–48 hours. Our reply is not required to make a valid cancellation notice effective.
3. Return address and postage costs
Returns are sent to us in Portugal.
Jo’s Pet Deals
Return recipient: Joanne Williams
Return address: Sitio Vale De Silves CX 126L
Tunes, Silves
8365-235
Portugal
Please contact us before posting so we can help identify your return and provide any relevant instructions. Do not send items to the manufacturer, supplier or an address printed on the delivery packaging unless we specifically direct you to do so.
For change-of-mind returns and unsuitable sizes, you pay the direct cost of return postage, unless we have agreed otherwise or applicable law requires us to cover it.
This applies to customers in the UK, EU and other destinations. International postage to Portugal may cost more than domestic postage. Please check the cost with your postal service before purchasing if this affects your decision.
If an item is faulty, incorrect or not as described, we will arrange or cover reasonable necessary return postage where required by law. Contact us before paying for a return so we can agree on the arrangements.
Please package items securely and keep proof of posting. We recommend a tracked service.
4. Looking after items before returning them
You may inspect an item and reasonably try it on your pet to check its fit, as you would when assessing a purchase in a shop.
Please keep items clean and avoid outdoor wear, washing, alterations or extended use while deciding whether to keep them. Return any included accessories and, where reasonably possible, the original packaging and tags.
Reasonable inspection or a brief fitting does not automatically prevent a return.
Where permitted by law, we may deduct a demonstrable reduction in value caused by handling beyond what was necessary to establish the item’s nature, characteristics and functioning. We will explain any proposed deduction.
We do not charge a restocking fee.
5. Sizing help and exchanges
Each product has its own measurements. Please check the size guide on the individual product page rather than relying only on your pet’s usual size, breed or weight.
If you would like help choosing a replacement, email us your pet’s measurements and order details. This assistance is optional and does not affect your right to request a return.
Exchanges depend on availability. We will explain any return-postage costs, replacement delivery charges or price difference before you agree to an exchange.
You do not have to accept an exchange or store credit instead of a refund where you are entitled to a refund.
6. Refunds and timing
Refunds are made to your original payment method unless we agree otherwise without additional cost to you.
For statutory cancellations, we refund without undue delay and within the applicable legal deadline. Where the law allows, we may withhold reimbursement until we receive the returned goods or satisfactory evidence that you have sent them back, whichever happens first.
For EU statutory withdrawals, reimbursement is due within 14 days of your cancellation notice, subject to that permitted withholding. For UK statutory cancellations, reimbursement is due within 14 days of receiving the goods or evidence of their return, whichever is earlier.
For returns made under our additional 30-day offer, we aim to issue the refund within three business days of receiving the goods or satisfactory evidence of return, subject to any earlier legal deadline.
Your bank or payment provider may take additional time to display the refund, typically 5–10 business days after it is issued.
Refunds reflect the amount you actually paid, including any discount applied to the returned items.
Original delivery charges
If you cancel your whole order under an applicable statutory cancellation right, we refund any standard delivery charge you paid.
If you chose an upgraded or express delivery service, we refund only the equivalent standard delivery charge where required.
Where delivery was free, we do not deduct our original shipping costs from your refund.
For partial returns, any refund of the original delivery charge will be assessed under applicable law.
7. Faulty, damaged or incorrect items
Please email info@jospetdeals.com as soon as reasonably possible if an item arrives damaged, develops a fault, is incorrect or does not match its description.
Include your order details and a description of the issue. Photos may help us assess the problem, but contact us if you cannot provide them.
Depending on the circumstances and your legal rights, we will arrange an appropriate repair, replacement, price reduction or refund.
There is no 48-hour deadline that removes your statutory rights.
Damage caused by misuse, accidental damage or normal wear does not itself establish a product fault. We will assess each issue fairly.
8. Exceptions
Change-of-mind cancellation rights may not apply to:
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Goods made to your individual specifications or clearly personalised, such as an item engraved with your chosen name.
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Digital content supplied immediately where you expressly consented to supply beginning and acknowledged that you would lose your cancellation right.
An item is not treated as personalised merely because it is produced after ordering.
These exceptions do not remove your rights if an item is faulty, incorrect or not as described.
Sale and discounted items have the same statutory rights as full-price items.
9. Refunds without a return
Occasionally, we may agree to a refund or replacement without asking you to return the item.
This is considered individually. Please do not dispose of an item until we have confirmed the arrangement.
10. Cancelling before dispatch
If you wish to cancel before dispatch, contact us as soon as possible.
We will try to stop the shipment. If it has already been dispatched, your applicable cancellation and return rights still apply.
11. Missing deliveries
If tracking shows delivery but you cannot locate your parcel, please contact us promptly. We will investigate with the delivery service and explain the next steps.
Your statutory rights remain unaffected.
Contact us
Jo’s Pet Deals
Business proprietor: Joanne Williams
Business address: Sitio Vale De Silves CX 126L
Tunes, Silves
8365-235
Portugal
Email: info@jospetdeals.com