Refund policy

REFUND POLICY

30-Day Return Policy

We want you to be completely satisfied with your purchase. If you're not happy with your order, you may return eligible items within 30 days of delivery for a refund or exchange.

How to Initiate a Return

To start a return, please contact us at support@just4upetsboutique.com with:

  • Your order number
  • The item(s) you wish to return
  • Reason for return
  • Photos (if the item is damaged or defective)

We will review your request and provide return instructions within 24–48 hours.

Return Process

As we work with multiple suppliers, returns are handled directly by the original supplier. Once we approve your return request, we will:

  1. Provide you with the appropriate return address for your item(s)
  2. Send you return instructions specific to your product
  3. Provide a return authorisation number (if required by the supplier)

Please note: Different items in the same order may need to be returned to different addresses if they came from different suppliers.

Return Shipping Costs

Standard Returns: Customers are responsible for return shipping costs unless the item is defective or we made an error.

Defective or Incorrect Items: We will cover return shipping costs and send a prepaid return label when applicable.

Refund Processing

Once your return is received and inspected by the supplier:

  • Refunds are processed within 5–10 business days
  • Refunds are issued to your original payment method
  • You will receive an email confirmation when your refund is processed
  • Please allow 5–7 business days for the refund to appear in your account

UK & EU Consumer Rights (14-Day Cooling-Off Period)

If you are located in the European Economic Area (EEA) or UK, you have the right to cancel your order within 14 days of receiving your goods, for any reason and without justification. To exercise this right, please contact us at support@just4upetsboutique.com within 14 days of delivery.

Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons:

  • Opened pet food or treats
  • Personalised or custom-made items
  • Items marked as "final sale" or "non-returnable"
  • Perishable goods

Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us immediately at support@just4upetsboutique.com
  2. Provide photos of the damage or defect
  3. Include your order number

We will arrange a replacement or full refund, including return shipping costs.

Exchanges

We currently do not offer direct exchanges. If you need a different size, colour, or product:

  1. Return the original item for a refund
  2. Place a new order for the item you want

This ensures you receive your preferred item as quickly as possible.

Late or Missing Refunds

If you haven't received your refund after the processing period:

  1. Check your bank account again
  2. Contact your credit card company (it may take time for the refund to post)
  3. Contact your bank (processing times vary)
  4. If you've done all of this and still haven't received your refund, contact us at support@just4upetsboutique.com

Partial Refunds

In some cases, only partial refunds may be granted:

  • Items with obvious signs of use or damage not caused during shipping
  • Items returned more than 30 days after delivery
  • Items not in their original condition or missing parts not due to our error

Contact Us

For any questions about returns or refunds, please contact us at:

  • Email: support@just4upetsboutique.com
  • Phone: +44 7961 753359

We aim to respond to all enquiries within 24–48 hours during business days.