Refund policy

At TJ's Pet & Equestrian, we want you to be happy with your purchase. If you need to return an item, please see our policy below.

30-Day Returns

You can return most items within 30 days of receiving your order if you have changed your mind or the item is no longer suitable.

To be eligible for a return, items should be:

  • Unused and in their original condition
  • In their original packaging where applicable
  • Returned with any labels, tags or accessories that came with the item
  • Accompanied by proof of purchase or your order details

Please take reasonable care with items while they are in your possession. We may be able to reduce a refund where an item has been handled beyond what would reasonably be allowed to inspect it.

Return postage

For returns because you have changed your mind or no longer require an item, you are responsible for the cost of returning the item/s to us.

We recommend using a tracked delivery service and keeping your proof of postage, as TJ's Pet & Equestrian cannot be responsible for item/s lost or damaged while being returned.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. We will provide appropriate instructions and will cover reasonable return costs where applicable.

Faulty or incorrect items

If you receive an item that is faulty, damaged, incorrect, or not as described, please contact us a soon as possible with your order number and, where appropriate, photographs of the issue.

We will work with you to resolve the problem in accordance with your statutory consumer rights. Depending on the circumstances, this may include a repair, replacement or refund.

Nothing in this policy affects your legal rights as a consumer.

Refunds

Once your returned item/s has been received and inspected, we will process your refund within 5 business days.

Refunds will be made to the original payment used to place the order.

Where you cancel an online order under your statutory cancellation rights, any refund due will include the cost of standard delivery, subject to the applicable legal requirements. Any additional cost paid for an upgraded delivery service may not be refundable.

Items that cannot be returned

Certain products may be excluded from our change-of-mind returns where permitted by law. This can include items that are personalised or made to your specifications, and certain sealed products that cannot be returned for health or hygiene reasons once unsealed.

Any applicable exclusions will be clearly identified before purchase.

How to start a return

To request a return, please contact TJ's Pet & Equestrian with:

  • Your name
  • Order number
  • The item/s you wish to return
  • The reason for the return

We will then provide you with the relevant return instructions.

Please do not send items back without contacting us first, as this may delay the processing of your return.

Your statutory rights

This policy does not affect your statutory rights under UK consumer law. Goods must meet the requirements of applicable consumer legislation, including being as described, fit for purpose and of satisfactory quality.

For online purchases, you may also have a statutory rights to cancel your order within the applicable cancellation period, even when there is nothing wrong with the item.

For further information about your consumer rights, please refer to the UK Government's consumer guidance.

Policy last updated: September 2026