Returns, Refunds & Cancellation Policy

Effective date: July 2026  |  JimJak Ltd  |  Registered in England & Wales

1 Cancelling Your Subscription

How to cancel

You can cancel your JimJak's subscription at any time with no questions asked. To cancel, you can:

• 🐾Log in to your account on jimjak.co.uk and cancel through your account dashboard
• 🐾Email us at hello@jimjak.co.uk with your name and order number
• 🐾Use the cancellation link in any of your subscription confirmation emails

When does cancellation take effect?

Your cancellation will take effect at the end of your current billing period. This means:

• 🐾If you cancel before your next billing date, you will not be charged for the following month
• 🐾If your next box has already been dispatched at the time of cancellation, that box will still be delivered and is non-refundable (see Section 2)
• 🐾You will receive a confirmation email once your cancellation has been processed

What happens if my payment fails?

If we do not receive a payment notification within 7 days of your normal renewal date, your subscription will be automatically cancelled. We will attempt to notify you by email before cancelling to give you an opportunity to update your payment details. If you believe a cancellation was made in error, please contact us at hello@jimjak.co.uk as soon as possible and we will do our best to help.

Can I pause instead of cancelling?

Yes — if you need to take a break, you can request a pause of up to 3 months by emailing hello@jimjak.co.uk. Your subscription will resume automatically at the end of the pause period unless you cancel.

Founder's Box subscribers

If you subscribed as a Founder's Box subscriber, your discounted pricing is tied to your active subscription. If you cancel and later resubscribe, the Founder's price cannot be reapplied and standard pricing will apply.

2 Returns Policy

Can I return a box?

As a subscription box containing curated, themed items — including consumable treats and chews — opened boxes are generally non-returnable. This is consistent with our rights under the Consumer Contracts Regulations 2013, which provide exemptions for perishable and hygiene-sealed goods once opened.

However, we deal with every situation individually. If something is wrong with your box, we will always work to put it right.

What we will always resolve

The following situations will be resolved without question:

Refunds for opened boxes

We do not offer refunds simply because you changed your mind about the box contents after opening, as the curated nature of our boxes means items cannot be resold once unboxed. However, we do want you to be happy, and we review goodwill requests on a case-by-case basis. If you are genuinely unhappy with your box, please contact us and we will discuss the best resolution.

Refunds for unopened boxes

If you have received a box that is still completely unopened and sealed, you may return it within 14 days of delivery for a refund, less the original postage cost. You will be responsible for the return postage. Please contact us before returning any item to obtain a return reference.

3 Refunds

When will I receive my refund?

Where a refund is agreed, we will process it within 5–10 working days back to your original payment method. You will receive an email confirmation once the refund has been issued from our end. Please note that the time it takes for funds to appear in your account may vary depending on your bank or card provider's own processing times, which are outside of our control and typically take an additional 2–5 working days.

Partial refunds

In cases where only part of an order is affected (for example, one damaged item out of several), we will issue a partial credit or replacement for the affected item rather than a full box refund.

Subscription billing disputes

If you believe you have been charged after cancelling your subscription, please contact us immediately at hello@jimjak.co.uk with your cancellation confirmation and we will investigate and refund any incorrect charges within 5 working days.

4 What Is Not Covered

The following are not covered by our returns or refunds policy:

• ✗Boxes that have been opened and where the contents have been given to your dog
• ✗Treats or chews that have been partially consumed
• ✗Damage caused by your dog (e.g. chewed packaging or toy damage from play)
• ✗Requests made more than 14 days after confirmed delivery (as recorded by Royal Mail or your courier's tracking system). We strongly recommend retaining your delivery confirmation. If you have not received a delivery confirmation from us, please contact hello@jimjak.co.uk and we will investigate with the courier on your behalf
• ✗Change of mind after a box has been dispatched where the box is already open
• ✗Cancelled subscriptions where the box was already shipped before the cancellation request was received

5 Your Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If a product is faulty or not as described, you have the right to a repair, replacement, or refund as provided by law. This policy does not limit those rights.

6 Contact Us

If you have any questions about this policy or need to make a request, please get in touch: