Your rights to return goods are protected in accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations of 2013.
Under this act you are entitled to cancel your order and receive a full refund up to 14 calendar days from after you have received the item. This refund policy also applies even if you change your mind and no longer want an item. The refund processed will not include the postage costs incurred when placing your order, however you are responsible for the cost of returning the product/s to us.
At Jalex Pet Products, we have a 30-day return policy from the date of delivery, which means you have 30 days after tracking showed delivered to request a return.
To be eligible for a return, your product must be in the same condition that you received it, unworn, unused and with all tags intact. The product must be in its original undamaged packaging.
All products must also be in a clean condition with no mud, hair or any other debris as these will be refused.
To start a return please click the return request under the customer service section at the bottom of the page where it will take you directly to the return screen where you can then follow all instructions where you will have the option of choosing the item you wish to return from your orders list. Items sent back to us without first requesting a return will not be accepted.
If the item is damaged or faulty, please mark this in the notes so a shipping label can be supplied.
To keep our prices competitive and affordable to consumers, we do not provide return shipping unless product is faulty or damaged. Depending on the reason for your return will govern if a prepaid label is supplied.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You can request a return/exchange by logging into your account, finding the item in your orders list and clicking the return or exchange link. You may be asked for proof of damage by uploading pictures. If damaged a shipping label will be sent for its return to us.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on items that have been used, or worn which may have caused soiling, damage or generally noticeable use. By purchasing an item from the sale section, the return window is 14 days from delivery and due to the discounted pricing postal fees will be deducted from the product costs unless faulty or damaged.
Please only purchase from the sale section if you agree wholly to these terms and conditions.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return via email and refunds will be made either back to your source of payment or via a store credit for future use. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Prior to returning any items you must notify us of your intention to cancel your order, and you must return the item to us by a recorded/tracked delivery service within 14 days of notifying us of your cancellation. Jalex will refund your money within 14 days of receipt of a returned item after it has been inspected. It is your responsibility to take all reasonable care and due diligence of any items to be returned, including all its packaging, up until the time we receive them back. Any damage will result in us being unable to refund part or all the money you have paid.
Under NO circumstances must any type of tape, glue or adhesive be applied to the packaging of the product or the products themselves, their packaging or boxes that may cause damage when removing as this will invalidate your return, It MUST NOT be taped up or shipping labels be adhered to the products packaging. For example, a pair of boots will be in its own box displaying the contents, size etc and we will then send this in another box for protection, any product sent will be sent in a box or mailing bag dependant on the product and we expect it to be returned in exactly the same way. You’ll also need the receipt or proof of purchase placed inside the returns.
Please do not send back in black bin liners, carrier bags or simply in its own box which could cause damage. Items need to be securely packaged to prevent damage.
Items can only be returned to us if they are unopened, unused and in the same condition that they were received from us unless faulty. They must have all their tags attached and undamaged if applicable. The 30-day limit to request a refund does not apply to any item which is faulty, unfit for purpose, or not as described at the time you placed the order. For damaged and faulty items, you have 30 days to arrange a return/refund unless it’s being returned under the warranty period. Any goods deemed used, damaged, unless first informed as such or outside the 30-day period may be returned to the customer at their expense.
You will be responsible for the shipping back to us unless damaged or faulty and must ensure that it’s packed sufficiently to protect it in transit. Failure to follow these instructions may result in a partial refund being applied or the product being return to yourselves.
These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.
None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforce ability of the remainder.
Please note it may take up to 7 working days to process your return and make the refund as they must be sorted and inspected.
Return Address:
Jalex Pet Products
Returns
1 Rydons Industrial Estate
Canal Way
Kingsteignton
TQ12 3SJ
