Returns & refunds

Which products can I return?

We are happy for you to return any products that you have purchased from us within 30 days of receipt that are unused, in a resalable condition and in their original packaging.

We are unable to accept returns of the following products:

• Personalised products
• Made-to-measure products
• Veterinary medicines including flea treatments & wormers
• Used food

If you are not completely satisfied with your order please fill out our contact form with your reason for return. We will then provide you with return instructions in which you will need to confirm as the most appropriate method for return and we shall take the next steps to accommodate your request you in any way possible. If the product you want to return is faulty or damaged please ensure you provide details to the damage including images showing the damaged goods and the condition of the box it was delivered in.

If the product you want to return is faulty or damaged please ensure you provide details to the damage including images showing the damaged goods and the condition of the box it was delivered in.

Returns instructions

Free return via a Jollyes store

If upon receiving your order, you are dissatisfied with any Item you can return to any one of our 61 stores and a full refund or exchange shall be arranged (stock permitting). Please ensure that you bring the payment card you originally used to buy the product.

We are unable to refund products in-store that you have bought through PayPal. If you have bought your products using PayPal, you can return these instore however your local Jollyes store will then contact the online customer service team for the refund to be processed. Alternatively, you can return your product by post using one of the methods below.

Return via post

You can choose to send your returns by Royal Mail or an alternative courier company at your own cost. You may find in some circumstances that this option is cheaper than via our designated returns partner. Please ensure you include your order invoice and proof of postage with the product that you wish to return, sealing the package securely. Where possible, you should use the original box, removing all existing labels. Please return your products to the following address:

Jollyes the Pet Superstore, Hailsham Retail Park, Diplocks Way, Hailsham, East Sussex, BN27 3JF.

Return via courier

If you wish to make a return via our courier that best method to get this arranged would be by filling out our contact form with your request detailing your reason for return.

We can arrange for our designated returns partner, DPD, to collect your return items from you. The cost for this service varies depending on your location, the amount will be deducted from your returns refund. To return via courier please detail your reason for return along with the following information:

• Date best for collection (the collection times and days are Monday- Friday 9am-5pm)
• Collection address
• If you return via post or our courier, we will refund the price of the item once it is received by us. A refund of the original delivery charge and the charges for returning the item to us will only be given in the instance of incorrect, damaged or faulty goods.

Faulty products

If you would like to return a faulty product, please visit your local Jollyes store for exchange or refund. Alternatively you can contact us using our contact form. Please ensure that you detail your name, address, order number, the product that has developed the fault, and details of what the fault is.

We will either contact the manufacturer to organise repair or organise a courier to collect the product for inspection to determine whether the product has a genuine fault and is not damaged through wear and tear, misuse, or through attempts of own repair. If a product is deemed to be faulty due to the above, then you will be liable for the cost of returns.

The amounts that you will be refunded

For unwanted orders we will refund the full price of the returned goods. If an item has been sent back damaged, then we can refuse to accept this return or may deduct up to 30% of the refund value.

For damaged or faulty orders we will refund the full price of the goods and the cost of delivery.

Incorrect items from order

If we have sent you the wrong product(s), and you do not wish to have your original order resent to you. We will refund the full price of the goods and the cost of delivery. There will be no returns charge for returning the incorrect products that were sent to you. Please ensure that you return the products within 14 days of cancellation of the contract. We will process refunds when we have received the returned product. Refunds will usually take 7 working days to clear.

Refunds policy

We want you to be happy with your purchase from Jollyes, if you are not then just return the products to us or to your local Jollyes Petfood Superstores following the instructions above. We will exchange or refund the debit or credit card that was used to originally place the order.

Please note that for purchases made using PayPal you can return these instore however your local Jollyes store will then contact the online customer service team for the refund to be processed.

Terms & conditions

If you are unhappy with your purchase, please let us know within 30 days of your purchase.

It is very important that any item that is unwanted and not faulty is sent back in a resalable condition. This means that the product needs to be unused, undamaged and kept in its original packaging.