At PetJoy Shop, we want you and your furry friends to be completely happy with every purchase. If for any reason you’re not satisfied, our straightforward returns policy makes it easy to exchange or return eligible items.

Our Returns Policy

You may return most new, unopened items within 15 days of delivery for a full refund. We’ll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

Important Exceptions

For health and hygiene reasons, the following products cannot be returned unless faulty:

  • Cat Dental Care products
  • Cat Flea, Tick & Wormers
  • Opened Anxiety/Calming Treatments
  • Used pet grooming tools (brushes/combs)

How to Return an Item

Step 1: Request a Return

To initiate a return, please email our customer service team at [email protected] within 15 days of receiving your order. Include the following information in your email:

Subject: Return Request – Order #[Your Order Number]

Email Body:
Dear PetJoy Shop Team,

I would like to request a return/exchange for my recent order #[Order Number].
Product Name: [Product Name]
Reason for Return: [Reason – e.g., wrong size, defective, changed mind]
Preferred Resolution: [Refund/Exchange for [Product Name]]

Please advise on next steps.

Best regards,
[Your Full Name]
[Your Contact Number]

Step 2: Wait for Authorization

Our team will respond within 1-2 business days with return instructions and, if applicable, a Return Merchandise Authorization (RMA) number.

Step 3: Package and Ship Your Return

Please repackage the item securely in its original packaging with all tags still attached. Include a copy of your order confirmation or packing slip. Ship to:

PetJoy Shop Returns
24 The Bridges
Sunderland, GB SR6X 6UI

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return, we’ll process your refund or ship your exchange within 3-5 business days.

Refund Information

Refunds will be issued to your original payment method. Please allow:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after we process your return
  • PayPal: 3-5 business days after we process your return

Original shipping charges are non-refundable unless the return is due to our error.

Exchange Policy

If you need a different size, color, or product, we’re happy to exchange your item. Simply follow the return process above and indicate you’d like an exchange. We’ll ship your new item as soon as we receive your return.

For exchanges to a more expensive item, you’ll need to pay the difference. For exchanges to a less expensive item, we’ll refund the difference.

Damaged or Defective Items

If you receive a damaged or defective item (like a malfunctioning automatic feeder or broken cat flap), please contact us immediately with photos of the damage. We’ll arrange for a replacement or refund and cover all return shipping costs.

International Returns

For customers outside the UK, please note:

  • You are responsible for return shipping costs unless the return is due to our error
  • Mark the package as “Returned Goods” to avoid customs charges
  • We recommend using a trackable shipping service

Need Help?

Our friendly customer service team is here to help with any questions about returns or exchanges. Contact us at [email protected] and we’ll make sure you and your pet are completely satisfied.