Refund & Returns Policy

(Compliant with UK Consumer Law – Professional & Store-Safe Version)
 Last updated: May 2025

This Refund & Returns Policy applies to all purchases made through this website operated by Little Jumps Pet.

We follow the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, ensuring transparency for our customers while maintaining fair protections for our small business.

Nothing in this Policy affects your statutory rights.

1. CHANGE OF MIND RETURNS (14-DAY COOLING-OFF)

Under UK law, you may return most items within 14 days of receiving your order, provided the product meets the conditions below.

To qualify for a change-of-mind return, the item must be:

✔️ Unused
✔️ Unwashed
✔️ Free from pet hair, odours, or marks
✔️ In perfect resale condition
✔️ Returned in the original packaging, with tags and hygiene seals intact
✔️ Sent back within 14 days after approval
✔️ Shipping cost covered by the customer

If an item is returned:

  • with signs of use,

  • damaged,

  • missing packaging, or

  • not in resale condition,

we reserve the right to refuse the return or apply a partial refund based on loss of value.

To initiate a return, contact:
📩support@littlejumps.co.uk

Refunds are issued within 14 days after the returned item is received and inspected.

2. NON-RETURNABLE ITEMS (HYGIENE & SAFETY RULES)

Certain items cannot be returned unless faulty, due to hygiene regulations and pet-safety standards:

❌ Pet beds, plush beds, comfort mattresses, and calming nests once opened
❌ Pet blankets, pillows, or soft bedding once removed from their sealed packaging
❌ Pet clothing or wearable items once tried on
❌ Grooming products, hygiene products, or edible treats
❌ Customised or personalised products
❌ Items with broken hygiene seals

These restrictions help ensure safety and hygiene for all pets.

3. FAULTY, DAMAGED, OR INCORRECT ITEMS (30-DAY RIGHT TO REJECT)

We take product quality seriously. If your item arrives:

  • damaged,

  • defective,

  • incomplete, or

  • different from what you ordered,

you are entitled to a replacement or a full refund, as provided by the Consumer Rights Act 2015.

To process your request, please email within 30 days of receiving the order:

  • a clear photo or video of the issue

  • your order number

  • a description of the problem

Send to:
📩 support@littlejumps.co.uk

In most cases, you will not need to return the faulty item unless specifically requested for quality-control purposes.

4. SIZING ISSUES (FAIR-USE RULE)

We accept returns for size issues only if the item is unused and in perfect condition.

Refunds cannot be issued if:

  • the product matches the size selected at checkout

  • the size chart was accurate

  • the item shows signs of wear or contact with pets

However, if sizing was incorrect due to an error in our product description, photos, or size chart, we will offer:

✔️ a free replacement, or
✔️ a full refund

5. ORDER CANCELLATIONS

You may cancel your order only if it has not yet been processed, packed, or shipped.

Once dispatched, cancellations are not possible, but you may still return the item under the 14-day cooling-off rule.

Contact:
📩 support@littlejumps.co.uk

6. LOST OR DELAYED ORDERS

Delivery times may vary due to carrier conditions. An order is considered "lost" if:

  • UK orders do not arrive within 15 working days from dispatch

  • International shipments do not arrive within 30–45 days, depending on the country

If confirmed lost, you may request either:

✔️ a full refund, or
✔️ a replacement at no additional cost

7. CONDITION OF RETURNS (TO PROTECT OUR BUSINESS)

To prevent misuse of our return system, we reserve the right to refuse returns if items are returned:

  • used

  • damaged

  • dirty

  • containing pet hair

  • emitting odours

  • without original packaging

  • with missing components

Returned items that do not meet our criteria may be:

✔️ rejected and sent back to you
or
✔️ refunded partially to reflect the reduced resale value

This is allowed under UK consumer law.

8. HOW TO SUBMIT A RETURN REQUEST

  1. Email support@littlejumps.co.uk

  2. Provide:

  • your order number

  • explanation of the issue

  • photos (if applicable)

  1. Wait for approval and return instructions

  2. Ship the product securely

  3. Keep your proof of postage

9. REFUND TIMELINE

Refunds are:

  • issued to the original payment method

  • processed within 14 days after receiving and inspecting the return

  • confirmed via email

Store credit may be offered upon request and does not expire.

10. FRAUD PREVENTION & ABUSE POLICY

We may refuse service, cancel orders, or decline returns in cases of:

  • repeated return abuse

  • fraudulent claims

  • false reports of non-delivery

  • intentionally damaged goods

  • suspicious behaviour or misuse of statutory rights

This is compliant with UK consumer protection rules when justified.