Refund policy

Effective Date: 06/02/2026

At Junction Pets, we aim to make the return process clear and straightforward. This Return & Refund Policy explains when returns may be accepted, how refunds are processed, and the conditions that apply to purchases made through our website.

A. Return Eligibility

Eligible items may be returned within 30 days of the delivery date.

To qualify for a return, an item must:

• Be unused and in its original condition.
• Be returned with the original packaging, tags, and any included accessories.
• Be free from signs of wear, stains, pet hair, odours, damage, or misuse.

Returns requested after the 30-day period may not be accepted.

B. Requesting a Return

If you would like to return an item, please contact us before sending the product back.

Business Email: support@junctionpets.com

To help us process your request, please include:

• Your order number.
• The reason for the return.
• Photographs where applicable.

Once your request has been reviewed, we will provide further return instructions.

Returns sent without prior authorization may not be processed.

C. Return Conditions

To be eligible for a refund, returned products should:

• Be in unused condition.
• Include the original packaging and supplied accessories.
• Be returned without signs of use or damage after delivery.
• Be packaged securely to prevent damage during transit.

We reserve the right to refuse returns that do not meet these conditions.

D. Return Shipping

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong product, we may provide a prepaid return shipping label after reviewing your request, where applicable.

Change of Mind

If you no longer want the item or ordered it by mistake, you are responsible for the return shipping costs.

Original shipping charges are non-refundable unless otherwise required by applicable UK consumer protection laws.

E. Damaged or Incorrect Deliveries

Please inspect your order after it arrives.

If you believe an item has arrived damaged, defective, or incorrect, contact us as soon as reasonably possible.

Business Email: support@junctionpets.com

Where available, please provide photographs of both the product and its packaging to assist with our review.

F. Exchanges

We do not currently provide direct exchanges.

If you would like a different item, please return the original product (if eligible) and place a separate order for the replacement item.

G. Refund Processing

Once your returned item has been received and inspected, we will notify you of the outcome.

If your return is approved:

• Refunds will be issued to your original payment method.
• Approved refunds are generally processed within 14 business days.
• Processing times may vary depending on your bank, card issuer, or payment provider.

H. Restocking Fees

We do not charge a restocking fee for approved returns.

I. Items That May Not Be Returned

Returns may not be accepted for:

• Used pet beds.
• Pet beds showing stains, pet hair, odours, washing, excessive wear, or damage.
• Used pet toys.
• Pet toys that show signs of chewing, excessive wear, or damage.
• Used pet winter clothing.
• Pet clothing that has been worn, washed, altered, or returned without original tags where applicable.
• Used pet harnesses.
• Pet harnesses returned damaged, altered, or not in their original condition.
• Used pet accessories.
• Pet accessories returned damaged, altered, incomplete, or not in their original condition.
• Clearance or final sale items.
• Products returned without their original packaging.
• Returns requested outside the applicable return period.

For hygiene and product condition reasons, used pet beds, pet toys, pet winter clothing, pet harnesses, and pet accessories are generally not eligible for return unless they arrive damaged, defective, or incorrect.

J. Contact Information

Business Name: Junction Pets

Business Email: support@junctionpets.com

Business Phone: +44 2072 637582

Business Address:
71 Junction Rd, Archway
London N19 5QU
United Kingdom

Customer Service Hours:
Monday – Friday | 9:00 AM – 5:00 PM (GMT/UTC+0)

Order Cut-Off Time:
5:00 PM (GMT/UTC+0)

Important Notice

• Return shipping costs remain the customer's responsibility for change-of-mind returns unless otherwise stated.
• Please package returned products securely before shipping.
• Refunds are subject to inspection of returned items.
• Keep your proof of postage until your return has been completed.
• Please review product descriptions, dimensions, and specifications before placing your order to ensure the selected product is suitable for your pet.
• Junction Pets currently ships to customers within the United Kingdom. Return requests are handled in accordance with this Return & Refund Policy and applicable UK consumer protection laws.