You may return most new, unopened items within 28 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Products can be returned directly to the relevant return address (see chart below for return addresses) and we will send out a replacement, where no replacement is available, a refund will be issued. Return it along with the order number and a description of the fault.
We purposely wrap your delivery in order to minimise the likelihood of damage during transit.
In the unlikely event something on your order is damaged, please contact us within 24 hours of your delivery and we will be happy to arrange collection and replacement of the item at the earliest convenience.
Should you wish to return an item for any reason you must do so within 28 days from initial purchase. Once the item has been returned to us a credit will be issued to your account.
In some cases we will accept a photo of the damaged product to save the cost of return postage. Always contact us in the first instance if your goods are damaged in any way.
To return an unwanted product you should ensure that the product is in its original condition and with all of its original packaging.
It should be returned to the correct returns address, depending on the SKU number. See addresses below.
We do not cover the return postage cost for unwanted returns - you will have to cover this amount.
After checking the product we will issue a full refund for the cost of the original product but not any postage charge.
If a product arrives faulty and has to be returned, we will refund the return postage amount. (at reasonable cost).
Faulty products can be returned directly to the relevant return address (see chart below for return addresses) and we will send out a replacement, where no replacement is available, a refund will be issued. Return it along with the order number and a description of the fault.
If a product arrives safely but fails at some point during the warranty period and has to be replaced, we will cover the cost of sending out the replacement. For products returned under warranty we do not cover the cost of returning the product. If a returned product is found to be not faulty, the product will be returned at your expense.
Our distribution centres are determined by the starting letters of the product SKU. (Stock Keeping Unit). If you wish to return an items for any reason look at the first two or three letters at the beginning of this number to determine the correct return address.
The chart below gives the current return addresses for the stock available. If you have a product with an SKU not listed below, please contact us in the first instance for returns information.
|SKU Starting Letters||Return Address|
|AT-||Returns Dept. (Just Rabbits)
Unit 18.2 Amber Business Centre
Hill Top Road
|Returns Dept. (Just Rabbits)
Mount Pleasant Way
Stokesley Business Park
|SB-||Returns Dept. (Just Rabbits)
Su-Bridge Pet Supplies
Just Rabbits Returns Dept.
Most items can be shipped worldwide. If you place an item in the cart that cannot be shipped to your country for any reason, you will see a message telling you this at the checkout and your order will not be completed.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
The reasons for some items not being shipped to certain countries are different for each area. Just Rabbits Limited has to adhere to the restrictions based on strict criteria set by the shipping rules of that particular country.
Some large items, such as rabbit houses, sheds and other heavy structures, carry a separate shipping/delivery charge, and do not fall under the general 'Free Shipping' rule. This is because the manufacturers of these goods have their own drivers and their own delivery vehicles and charge for this as a 'to door step' service. (Many of these items will be UK only unless stated otherwise).
All other shipping methods have their delivery times stated in the shopping cart area.
|Courier||Weight up to (g)||Charge|
|Royal Mail First Class (Not Recorded)||1000||£2.83|
|Royal Mail First Class (Not Recorded)||1250||£3.13|
|Royal Mail First Class (Not Recorded)||1500||£3.59|
|Royal Mail First Class (Not Recorded)||2000||£4.48|
|Royal Mail Second Class (Not Recorded)||1000||£2.28|
|Royal Mail Second Class (Not Recorded)||1250||£2.62|
|Royal Mail Second Class (Not Recorded)||1500||£3.19|
|Royal Mail Second Class (Not Recorded)||2000||£3.79|
|Royal Mail Special Delivery 1PM||100||£5.95|
|Royal Mail Special Delivery 1PM||500||£6.29|
|Royal Mail Special Delivery 1PM||1000||£7.48|
|Royal Mail Special Delivery 1PM||2000||£9.37|
|Royal Mail Special Delivery 1PM||10000||£25.49|
|Royal Mail Tracked||500||£3.18|
|Royal Mail Tracked||750||£3.29|
|Royal Mail Tracked||1000||£3.44|
|Royal Mail Tracked||1250||£3.89|
|Royal Mail Tracked||1500||£4.14|
|Royal Mail Tracked||1750||£4.79|
|Royal Mail Tracked||5000||£4.97|
Some postcodes are classed as Remote or Offshore destinations and may incur additional postage for parcels sent by Parcel Force.
The basket will calculate the additional postage for you. The full list of postcodes affected are below.
Affected Postcodes for parcels sent by Parcel Force:
All postage calculations are based on one parcel, if an order requires two or more parcels, they may incur additional charges.
The additional charges above only relate to parcels sent by Parcel Force.
Royal Mail parcels are not affected and do not incur additional charges.
Royal mail maximum dimensions for rectangular parcels is 610mm x 460mm x 460mm.
Royal Mail maximum length for rolled items is 900mm and the length plus twice the diameter must not exceed 1040mm.
Most of the Just Rabbits shipping costs are determined by weight, which is calculated at checkout.
Where applicable, a return address label is attached to your order with the relevant returns address on it. This address is usually the distribution warehouse and order fulfilment centre that the order was sent from. If an order cannot be delivered for any reason, the Post Office will keep it for 15 days, after that it will be returned to the warehouse. Any returns of this nature will be logged back to your account as undelivered. It is advised to check your postal delivery address and collection details etc before attempting another delivery.
The following information is for Royal mail deliveries only.
We deliver and collect mail on most days of the year, including Saturdays. However, we do not usually deliver or collect on bank and public holidays.
Please use the links below to see bank and public holidays and how they will affect our services:
Some of the most common questions asked a may have are below. Just click the question to be taken to the response.
If you have a question that is not dealt with on this page, please click here to contact us, and we will be happy to answer any questions or concerns you may have.
Returns will be accepted only within 28 days of delivery. Only in exceptional circumstances and upon discussion, will we accept a return after this time. This is because, at the moment we share several warehouses with other companies and the distribution companies we use charge us a restocking and admin fee for returns. Their policy is to accept returns only within 28 days, after this time we will be charged, so to avoid this, we ask that you return any items prompty within this time frame.
Time frames and limits begin on the day your order is received by you.
Returned goods should be in their original condition and with all of the original packaging.
If the goods are damaged, please see the damaged good returns section above for more details.
Partial refunds may be considered if there are some parts of the item that are still usuable or can be seperated for use. You must contact us in the first instance to negotiate any partial refund - all circumstances will be treated individually.
For an unwanted item return, you are responsible for the postage return cost.
If there has been a delivery error on our part or the goods are damaged or faulty, we will cover returns postage.
At the moment, some of the arrangements we have with a few distribution companies are as such that goods are not labelled with the Just Rabbits branding. This means that you may not be able to tell that it has come from us. We are working hard to change this and to ensure that the Just Rabbits brand is included on all deliveries. Please be patient with us during this transition - it takes many months, sometimes years, to build a good reputation with companies such as these as they provide an invaluable service.
Your products will come with an order slip included detailing the goods inside the package. Please check that all items are present and correct upon receipt by checking them off with this order slip.
Some suppliers use recyclable packaging (mainly card and paper) and biodegradable mailers made from a composition of virgin polymer and regran, with a biodegradable additive, which are manufactured in the UK.
This depends on the postage option you chose at the checkout. But generally most goods are sent by normal Royal Mail first class post and will not require a signature unless you have requested a service that requires it. Check Royal Mail delivery notes for more information.
We now offer this option to all our customers. You must have set up an account in your name in order to receive store credit. There will be no time limit on store credit usage.