Returns & Refunds Policy

Last updated: 26th April 2026

At JB’s Pet Haven Co, we create both bespoke pet enclosures and offer standard (non-bespoke) products and services.

Because of this, our returns and refunds policy is structured to reflect the different nature of these offerings with all remaining fair, transparent, and compliant with UK law.

1. Understanding Your Purchase

Bespoke (Made-to-Order) Products

These are custom built specifically for you (e.g. catios, pet/animal enclosures, tailored installations).

Non Bespoke (Standard) Products & Services

These include ready made items, accessories, equipment or standard services that are not customised.

2. Your Right to Cancel (Non Bespoke Only)

Under the Consumer Contracts Regulations 2013, you have the right to:

  • Cancel your order within 14 days of receiving goods

  • Cancel a service within 14 days of booking

You then have a further 14 days to return the item after notifying us.

3. Bespoke Orders (Important)

Due to the personalised nature of bespoke products:

  • They are exempt from the 14 day cancellation period

  • Once production has started, orders cannot be cancelled or refunded

If you need to make changes, contact us as early as possible, we’ll always try to accommodate where we can.

4. Returns – Non Bespoke Products

To be eligible for a return:

  • Items must be unused and in original condition

  • Returned within 14 days of cancellation

  • Sent back in original packaging where possible

Return costs:

  • Paid by the customer unless the item is faulty

5. Faulty, Damaged or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to a remedy if goods are:

  • Faulty

  • Not as described

  • Not fit for purpose

If this applies:

  • Contact us within 30 days for a full refund

  • After 30 days, we may offer a repair or replacement

For bespoke items, we will assess and resolve issues fairly (repair, replace, or partial refund where appropriate).

6. Installation & Services

Bespoke Installations

  • Issues must be reported within 7 days of completion

  • We will inspect and put things right where required

Standard Services

  • You may cancel within 14 days (if not yet started)

  • If work has begun (with your consent), you may be charged for work already completed


If a service is not delivered as agreed, we will:

  • Re perform the service, or

  • Offer a partial/full refund where appropriate

7. Refunds

Where a refund is approved:

  • Processed within 5 - 10 working days

  • Issued via the original payment method

We may reduce the refund if:

  • Items show signs of use beyond reasonable handling

8. Deposits (Bespoke Orders)

  • Deposits are non refundable once production has started

  • If cancelled before work begins, a partial refund may be issued (minus costs incurred)

9. Non Returnable Items

We cannot accept returns for:

  • Bespoke or custom made products (unless faulty)

  • Used pet products (for hygiene reasons)

  • Items damaged due to misuse or incorrect measurements provided

10. Exchanges

Exchanges may be offered for non bespoke items, subject to:

  • Stock availability

  • Return of the original item in suitable condition

11. Your Responsibilities (The Customer)

To help avoid issues:

  • Ensure all measurements and specifications are accurate

  • Review and approve designs carefully before production

  • Follow installation preparation guidance

  • Maintain products appropriately after installation



12. How to Request a Return or Report an Issue

Please contact us with:

  • Your name and order number

  • Description of the issue

  • Supporting photos (if applicable)

JB’s Pet Haven Co
Email: info@jbspethavenco.co.uk

13. Our Commitment to You

We’re here to create safe, beautiful spaces for your pets, and a smooth experience for you.

If something isn’t right, we will always aim to:

  • Be fair and transparent

  • Resolve issues quickly

  • Put things right