Refund policy

Thank you for shopping with LuvlyJubbly. We want you and your pet to be happy with your order. This page explains your rights to cancel an order, return items and get a refund. It applies to orders placed on our website by customers in the UK.

Your statutory rights are not affected by anything on this page.

1. Your right to cancel (the 14-day cooling-off period)

If you are buying as a consumer, you have the right to cancel your order for any reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

How long you have: you can cancel at any time from placing your order until 14 days after the day you (or someone you nominate) receive the goods.
If your order arrives in more than one delivery, the 14 days starts from the day you receive the last item.
How to cancel: tell us clearly that you want to cancel. You can email us at help@luvlyjubbly.com, write to 128 City Road, London, EC1V 2NX, United Kingdom.
If you tell us in time, you can cancel even if you have not yet received the goods, or if we have not yet posted them.

2. Sending items back

Once you have told us you are cancelling, you must send the goods back to us within 14 days.
Please contact us first so we can confirm the return address. Do not send items to the address on the parcel label unless we tell you to.
Please use a tracked or proof-of-postage service and keep your receipt. You are responsible for the goods until we receive them.

Who pays for return postage?

You will need to pay the direct cost of returning the goods if you cancel under your 14-day right. We recommend a tracked service. If the item is large or heavy and cannot normally be returned by post, we will tell you the estimated return cost before you order.

If an item is faulty, damaged, or not what you ordered, we always pay for the return (see section 6).

3. Taking care of the items

Please take reasonable care of the goods while they are with you. You can open and handle items as you might in a shop, to check what they are and how they work. If you handle them more than is needed for that, we may deduct an amount from your refund to cover any loss in value of the goods.

For pet products, this means that items that have been used by a pet, washed, worn, chewed or are visibly soiled or damaged may not be in a returnable condition, and we may reduce your refund accordingly. Please try items on or near your pet gently, and keep tags and packaging where you can. Please return items in their original packaging if possible, and well protected so they are not damaged in the post.

4. Refunds

We will refund you within 14 days of the earliest of: (a) us receiving the goods back, (b) you giving us proof you have sent them back (for example a proof of postage), or (c) if we have not yet sent the goods, the day you cancel.
We refund the price you paid for the goods and the standard delivery charge you paid (the cheapest standard delivery option we offer). If you chose a more expensive delivery method (for example express), we do not have to refund the extra.
We refund to the same payment method you used for the order (for example your card, PayPal or Apple Pay), unless you agree otherwise. We do not charge a fee for refunds.
We may reduce your refund for any loss in value described in section 3, and we may wait until the goods are back before refunding (unless you have shown proof of postage).
After we refund you, it can take a few extra days to show in your account, depending on your bank or provider.

5. Items that cannot be cancelled or returned

Under the 2013 Regulations, the right to cancel does not apply to certain goods. The exceptions that may apply to a pet shop are:

Personalised or made-to-order items (for example a tag or bed with your pet's name on it).
Items that, after delivery, are inseparably mixed with other items (for example once an open bag of litter is tipped into another bag).

If an item is in this list, we will say so clearly on the product page. Even then, if the item is faulty or not as described, you still have your rights in section 6.

We do not sell live animals.

6. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for their purpose, and as described. If something is wrong with your order, please contact us as soon as you can at help@luvlyjubbly.com with your order number and, if you can, photos. This is separate from your 14-day right to cancel, and you do not have to use the cancellation process.

Broadly, your legal rights are:

Within 30 days of delivery: you can reject faulty goods and ask for a full refund.
After 30 days (and up to 6 months): you can ask us to repair or replace the item. If we cannot fix it, or it is still faulty, you may be entitled to a refund or a price reduction. In the first 6 months we will generally assume a fault was there from the beginning, unless we can show otherwise.
After 6 months: you may still have rights for up to 6 years (5 in Scotland), but you may need to show the fault was there when the item was delivered.

If you are entitled to a refund because goods are faulty, we will refund within 14 days of agreeing that you are entitled to it. We will pay the reasonable cost of returning faulty, damaged or incorrect items. If we sent the wrong item or it arrived damaged, we will also refund or replace as you prefer, where possible.

Your rights for faulty goods are in addition to anything we offer on this page. For more information about your rights, see Citizens Advice at citizensadvice.org.uk.

Please note: normal wear and tear, damage caused by misuse, or damage caused by a pet chewing or scratching an item are not usually "faults". Contact us if you are unsure.

7. Cancelling an order before it ships

If you want to cancel an order that has not yet been dispatched, please contact us as soon as possible at help@luvlyjubbly.com. Because your items are sent from our suppliers, we may not be able to stop an order that is already on its way. If we cannot stop it, you can still return it under your 14-day right (section 1) once it arrives.

8. Lost or undelivered parcels

If your order has not arrived, see our Shipping and Delivery Policy. Where we cannot deliver an order, we will offer you a replacement or a full refund.

9. Questions or complaints

Contact us at help@luvlyjubbly.com 9-5 Monday-Friday. We aim to reply within 24hr. See our Terms and Conditions for how we handle complaints.