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Returns & Refunds
At Pets Own Us, we aim to ensure our customers are fully satisfied with their purchases. In the unlikely event that you are not pleased with your order, please read through our refund and return policy below.
The following terms are applicable for any products that You purchased with Us.
Interpretation and Definitions
Interpretation
The words of which the initial letter is capitalised have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.
Definitions
For the purposes of this Return and Refund Policy:
Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Jai Dee Limited, 85 Great Portland Street, First Floor, London, England, W1W 7LT.
Goods refer to the items offered for sale on the Service.
Orders mean a request by You to purchase Goods from Us.
Website refers to Pets Own Us, accessible from petsownus.co.uk
You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
Your Order Cancellation Rights
You are entitled to cancel Your Order within 14 days without giving any reason for doing so.
The deadline for cancelling an Order is 14 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.
In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:
By email: support@petsownus.co.uk
By visiting this page on our website: https://petsownus.co.uk/contact-us
By phone number: +44 (0)20 8133 2740
We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement. When a refund has been initiated, it takes on average 3-5 business days, though in some cases it may take up to 2 weeks.
For other refund methods such as Klarna, Paypal, Clearpay, please allow up to 2 weeks for us to fully process your return and issue your refund. Once the account has been credited, You will be contacted by the 3rd party payment provider to arrange a refund back to your bank account which can take up to 10 business days depending on how You paid.
Conditions for Returns
In order for the Goods to be eligible for a return, please make sure that:
The Goods were purchased in the last 14 days
The Goods are in the original packaging
The Goods were not used or damaged
The following Goods cannot be returned:
The supply of Goods made to Your specifications or clearly personalised.
The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.
Returning Goods
Goods that need to be collected from you are free to return if they’re damaged or faulty. If not, You are responsible for the cost and risk of returning the Goods to Us.
To return the Goods to Us, please contact our customer service team at
By email: support@petsownus.co.uk
By visiting this page on our website: https://petsownus.co.uk/contact-us
By phone number: +44 (0)20 8133 2740
The team will guide you through the process and provide you with the appropriate return address.
We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.
Exchanges
We only replace items if they are defective or damaged. If you wish to exchange the product for another one, the same return conditions apply.
Once the original product is received and inspected, the replacement product will be shipped. If there's a price difference, necessary adjustments will be made.
Gifts
If the Goods were marked as a gift when purchased and then shipped directly to you, You'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.
If the Goods weren't marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.
Report Damage or Defect
We know how frustrating a damaged or defective item can be, if you have received a damaged delivery of Goods, please notify us immediately for assistance.
If your item is faulty or defective, we will be sure to get a resolution for you and ask that you report any issues within 30 days of the delivery date. To ensure we make your order right, we may require a photo(s) of the item and/or for the original item to be returned when providing a resolution.
At times, our manufacturers are best suited to support your inquiries, so we may connect you directly with them to ensure you get the best fit resolution in a timely manner. When this happens, although you will be working directly with the manufacturer, we will monitor your resolution progress and step in if at any point they are unable to provide a satisfactory answer or do not respond within two business days.
If it has been more than 30 days since the date of delivery but the item has an eligible manufacturer's warranty or protection plan, please contact us for a resolution.
Contact Us
If you can't find the answer to your question, you can always contact us:
Website Name: Pets Own Us
Company Name: Jai Dee Limited
Company Number: 10476005
Address: 85 Great Portland Street, First Floor, London, England, W1W 7LT
Email: support@petsownus.co.uk
Phone: +44 (0)20 8133 2740
Customer Service Opening Hours:
Monday - Friday: 09h00-18h00
Saturday - Sunday: Closed
We will respond to your request within 24 hours.
Please Note: Our office address is for mailing only, do not send returns back to this address, we will provide you with a return address once your return has been approved.