Refund & Returns Policy

1. Our Satisfaction Guarantee

At Jeko, nothing matters more to us than your dog's health and happiness. That's why every order is backed by our 30-day satisfaction guarantee. We want your dog to love their food just as much as we love making it.

If your dog doesn't take to their new meals, or if you're not completely satisfied with your purchase for any reason within 30 days of delivery, get in touch with our friendly customer care team. We'll work with you to find a solution — whether that's trying a different recipe, adjusting portion sizes, or issuing a full refund.

Our promise: We believe so strongly in the quality of our food that if your dog doesn't love it, we'll refund your first order in full — no quibbles. We may ask for brief feedback so we can continue improving, but you will never be pressured into keeping a product that isn't right for your pet.

2. Eligibility for Returns

We accept returns and issue refunds in the following circumstances:

Eligible for return or refund

• Unopened products returned within 30 days of delivery, in their original sealed packaging and in resaleable condition.
• Damaged or defective items — products that arrived damaged, spoiled, or with compromised packaging. Please report these within 48 hours of delivery.
• Wrong items received — if we shipped the incorrect recipe, size, or product, we'll arrange an immediate replacement or full refund at no cost to you.

Not eligible for return or refund

• Opened food products — for hygiene and food safety reasons, we cannot accept returns of food that has been opened, rehydrated, or partially consumed. This is to protect the health of all pets and comply with UK food safety regulations.
• Custom meal plans already prepared — personalised meal plans that have been portioned and dispatched specifically for your dog cannot be returned, as these are made to order and cannot be resold. However, our satisfaction guarantee still applies to first orders.
• Items returned after 30 days — products returned outside the 30-day window from the date of delivery.
• Non-food accessories that show signs of use, damage caused by the customer, or missing original packaging.

Note: If your dog has an adverse reaction to our food, please contact us immediately regardless of whether the product has been opened. Your pet's safety is our top priority, and we will always work to resolve these situations promptly.

3. How to Request a Return

To initiate a return or refund, please follow these simple steps:

Get in touch by emailing [email protected] or calling us on 0101 123 4567 (Mon–Fri, 9am–5pm GMT). Please have your order number ready.

Let us know why you'd like to return or get a refund. Include your order number, the product(s) in question, and the reason for the return. If the product arrived damaged, please include photographs.

Once your return is approved, we'll email you a Return Merchandise Authorisation (RMA) number along with detailed instructions and, where applicable, a prepaid return shipping label.

Package the product securely in its original packaging and send it to the address provided. Write your RMA number clearly on the outside of the parcel. We recommend using a tracked delivery service for your protection.

Once we receive and inspect the returned item, we'll process your refund. You'll receive a confirmation email and the funds will be returned to your original payment method within 5–10 business days.

4. Refund Process

Refund timeline

Once your return has been received at our warehouse and inspected, we will process your refund within 2 business days. After processing, please allow 5–10 business days for the funds to appear in your account, depending on your bank or payment provider. During peak periods (such as the Christmas holidays), processing may take slightly longer.

Refund method

All refunds are issued to your original payment method. If you paid by credit or debit card, the refund will be credited back to that card. If you used PayPal, the refund will be returned to your PayPal account. We are unable to issue refunds to a different payment method or bank account than the one used for the original purchase.

Partial refunds

In some cases, a partial refund may be granted. This applies when:

• Only some items in a multi-item order are being returned.
• A product is returned in an acceptable condition but without its original packaging or accessories.
• A promotional discount was applied to the order — the refund will reflect the actual amount paid after discounts.
• A subscription delivery has been partially consumed before a valid complaint is raised (in which case we will refund the proportional unused value).

5. Subscription Cancellations & Refunds

We understand that your dog's needs may change, so you can cancel or pause your Jeko subscription at any time from your online account or by contacting our customer care team.

How cancellation works

• You can cancel your subscription at any time — there are no fixed-term contracts or cancellation fees.
• To avoid being charged for the next delivery, please cancel at least 3 working days before your scheduled dispatch date. Your next dispatch date is always visible in your account dashboard.
• Once cancelled, you will continue to receive any orders that have already been dispatched, but no further charges will be taken.

Pro-rata refunds

If you cancel mid-cycle and a payment has already been taken for a delivery that has not yet been dispatched, you will receive a full refund for that delivery. If an order is already in transit, we cannot issue a refund for that shipment, but your subscription will be cancelled immediately to prevent any future charges.

When charges apply

If your cancellation request is received after your next order has already been prepared and dispatched, you will not be eligible for a refund on that particular delivery. We encourage all subscribers to manage their delivery schedule through their account to avoid unwanted charges.

Tip: You can pause your subscription for up to 3 months instead of cancelling. This is a great option if you're going on holiday, trying a different food temporarily, or simply have surplus stock. Pause and resume at any time from your account dashboard.

6. Damaged or Defective Products

We take great care in packaging and dispatching your order, but occasionally items may arrive damaged or defective. If this happens, we sincerely apologise and will resolve the issue as quickly as possible.

What to do

• Contact us within 48 hours of receiving your delivery.
• Provide photographic evidence of the damage. This should include clear images of the damaged product, the packaging, and the shipping label. This helps us investigate the issue with our courier partners and improve our packaging.
• Include your order number and a brief description of the issue.

How we resolve it

For damaged or defective products, we will offer you the choice of a full replacement dispatched at no charge or a complete refund. In most cases involving damaged food products, you will not need to return the item to us — please dispose of it safely. For non-food items, we may ask you to return the damaged product using a prepaid label we provide.

Important: Please do not feed damaged or compromised food to your dog. If you suspect your dog has consumed spoiled food and is unwell, contact your vet immediately and let us know so we can assist.

7. Missing Items

If your order arrives with missing items, or if your delivery hasn't arrived at all, please let us know as soon as possible.

What to do

• Check your order confirmation email to verify which items were included in your shipment.
• For multi-item orders, some items may be dispatched separately. Check your email for any separate tracking notifications.
• If items are confirmed missing, contact us within 7 days of your expected delivery date with your order number and details of the missing items.

Our investigation process

We will investigate the issue with our fulfilment team and courier partner. This typically takes 2–5 business days. During the investigation, we may ask for additional information such as photographs of the package received. Once the investigation is complete, we will either dispatch the missing items at no charge or issue a refund for the missing products.

If your entire delivery is missing and tracking shows it as delivered, we will work with the courier to locate the parcel. If the parcel cannot be found, we will send a replacement or issue a full refund.

8. Exchange Policy

We want to make sure your dog gets exactly the right food for them. If you'd like to swap your order for a different recipe or size, here's how exchanges work:

Exchanging for a different recipe

If your dog isn't enjoying their current recipe, we can exchange unopened products for a different recipe within our range. Contact our customer care team and we'll arrange the exchange, including a prepaid return label for the original product. If there's a price difference between the recipes, we'll charge or refund the difference accordingly.

Exchanging for a different size

Need a larger or smaller pack? We're happy to exchange unopened products for a different pack size. The same process applies — get in touch, return the original with our prepaid label, and we'll send out the correct size. Any price difference will be adjusted on your payment method.

Subscription changes

If you're a subscriber and want to change your recipe or portion size for future deliveries, you can do this directly from your account dashboard at any time — no need to contact us. Changes made at least 3 working days before your next dispatch will apply to your next delivery.

9. Return Shipping

We aim to make the returns process as simple and fair as possible. Here's who covers the cost of return shipping in different scenarios:

Prepaid return labels are sent via email and are valid for 14 days from the date of issue. Returns should be posted within this timeframe. We recommend keeping your proof of postage until the return has been confirmed as received.

UK delivery only: Our return shipping labels are valid for UK mainland addresses. For returns from Northern Ireland, the Channel Islands, or the Scottish Highlands and Islands, please contact us for specific return instructions, as additional shipping arrangements may apply.

10. Late or Missing Refunds

If you've been told your refund has been processed but haven't yet received it, please try the following steps before contacting us:

• Check your bank account or card statement again — refunds can sometimes take a few days to appear, especially over weekends or bank holidays. Some banks take up to 10 business days to process refunds.
• Contact your bank or card issuer — there is often a processing period before a refund appears on your statement. Your bank may be able to confirm a pending refund.
• Check your PayPal account — if you paid via PayPal, log in and check your recent activity. PayPal refunds typically appear within 3–5 business days.

If you've done all of the above and still haven't received your refund after 10 business days from the date we confirmed the refund, please get in touch with our customer care team. We'll investigate the matter immediately and ensure your refund reaches you.

11. Sale Items & Promotional Orders

Items purchased at a reduced price during sales, promotional events, or with a discount code are eligible for returns and refunds under the same conditions as full-price items. However, please note:

• Refunds for sale items will be issued at the price actually paid, not the original full price.
• If a discount code was applied to your order, the refund will reflect the discounted amount. The discount code will not be reissued or reinstated.
• Free gifts or bonus items included with promotional orders must be returned alongside the purchased product. If the free item is not returned, its retail value may be deducted from your refund.
• “Buy one, get one free” or multi-buy offers: if you return one item from a multi-buy deal, the remaining item(s) will be charged at the individual full price, and your refund will be adjusted accordingly.

Clearance items: Products marked as “final sale” or “clearance” are non-refundable unless they arrive damaged or defective. These items will be clearly marked at the time of purchase.

12. Gift Orders

We know Jeko makes a wonderful gift for dog owners. If you've received a Jeko product as a gift and need to return it, here's what you need to know:

• If the gift was shipped directly to you: contact us with the order number (the gift-giver can provide this) and we'll arrange the return. A store credit will be issued to you for the value of the returned product.
• If the gift was given to you in person: the original purchaser will need to initiate the return, as the refund must be issued to the original payment method.
• Gift card purchases are non-refundable but do not expire. Unused gift card balances can be used on any future order.

If you'd like to exchange a gift for a different recipe or product, we're happy to help — just get in touch and we'll arrange the swap.

13. Contact Our Customer Care Team

Our customer care team is based right here in Yorkshire, and we're always happy to help with any questions about returns, refunds, or exchanges. No call centres, no robots — just real people who care about your dog.

We aim to respond within 24 hours

Mon–Fri, 9am–5pm GMT

Available on our website

Mon–Fri, 9am–5pm GMT

Jeko Ltd Customer Care Team Yorkshire, United Kingdom

When contacting us about a return or refund, please have the following information ready to help us resolve your query as quickly as possible:

• Your order number (found in your confirmation email or account)
• The email address used to place the order
• Which product(s) the query relates to
• A description of the issue and any relevant photographs

Your statutory rights: This refund and returns policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015. You may have additional rights depending on the circumstances of your purchase.