Returns & Refunds

Last updated: September 2026

We want you to be happy with what you ordered. If you are not, here is how to send it back.

Our returns policy — wherever you are

You can return most items within 14 days of receiving them, for any reason or none at all. You do not have to explain why.

Tell us within 14 days of delivery that you want to return something.
You then have another 14 days to send it back.
We refund within 14 days of the item reaching us.
Refunds go back to however you paid.

Delivery is free on every order, so there are no delivery charges to refund.

What condition it needs to be in

Open the box, have a proper look, try it the way you would in a shop. Just send it back complete and in its original packaging. If it comes back obviously used or damaged we may have to reduce the refund a little, but ordinary handling is fine.

Who pays the return postage

If the item is faulty, damaged, wrong or not as described, we do. Otherwise it is yours to cover. Use a tracked service if you can — we cannot do much about a parcel that goes missing on its way back to us.

If something arrives broken or wrong

Get in touch within 30 days at support@justimagine.mobi with your order number and a photo of the problem. We will send a replacement or refund you in full, and it will not cost you anything.

How to start a return

Email support@justimagine.mobi or use our contact form, with your order number and which item it is. We reply within 2 to 3 working days with where to send it. Please do not post anything back before you have heard from us — parcels that turn up unannounced are very hard for us to match to an order.

The few things we cannot take back

Items sealed for hygiene reasons once the seal is broken, pet toys and grooming tools that an animal has already used, and anything personalised to your order. None of that applies if the item is faulty, damaged or wrong — in that case it comes back to us whatever it is.

Your legal rights

Whatever this page says, you keep the rights your own country gives you. We are not trying to sign any of them away.

United Kingdom — 14 days to cancel a distance purchase, and up to 6 years (5 in Scotland) to raise a fault. For the first 6 months a fault is assumed to have been there all along.
European Union — 14 days to withdraw without giving a reason, plus at least 2 years of cover if something is faulty or is not what it was described as. Some countries give you longer.
Australia — Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. Where there is a major failure the choice between refund and replacement is yours.
United States — there is no federal right to change your mind on an online order, so the 14 days above is ours, freely given, and we stand by it. If a product is defective you are covered either way.