Shipping & Returns Policy
Effective date: October 2, 2025
Orders are typically processed within 24 to 72 hours. Once an order is placed and confirmed, it cannot be cancelled except as required by applicable law. We pride ourselves on ensuring our products are made and packaged with the utmost care, but we understand that sometimes returns are necessary. At PetLabCo., we offer a 30-day return policy to our customers. Please see Section 20 of our Terms & Conditions of Sales for more information regarding our Returns Procedure and your Withdrawal Rights.
In addition to your above-mentioned right to withdraw, you may be eligible for a refund of your purchase of Joint Care Chews under our “Move Free Guarantee”.
Move Free Guarantee for Joint Care Chews
Why do we offer a money-back guarantee?
If, after 60 days of using our Joint Care Chews, you don’t notice a visible improvement in your dog’s flexibility or activity levels, simply contact us to share your experience - you may be eligible for a refund.
How it works:
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Try for 60 days – Give our Joint Care Chews a try, following the feeding directions provided. Dogs can show improvement in as little as 4 weeks, but for the full benefits, we recommend using the chews for a minimum period of 60-90 days.
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See the difference – If you don’t see a visible difference in your dog’s flexibility and activity levels, please reach out to us to request a refund of your purchase.
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Talk to us – Before we can process a refund, you’ll need to contact us within one week after the expiration of the 60-day period. Call our Customer Experience Team on +44 808 189 1674 or email at help@petlabco.co.uk, and we’ll ensure you’re using the product correctly or suggest alternatives if necessary.
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Refund process – If you’ve been using the chews daily for a period of 60 days and haven’t seen any benefits, after reaching out to us, we may ask you to please follow our Returns Procedure (see Section 20 of our Terms & Conditions of Sales). If you ordered several units of the same product, you’ll need to return any unused and sealed products to us, and we’ll refund you in full.
Please note the following conditions:
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The Move Free Guarantee applies only to purchases made through our website and does not extend to Amazon and TikTok.
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Customers must use the product daily for at least 60 days and follow recommended feeding instructions.
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Refunds are subject to discretion if we detect abuse of the policy. We reserve the right to end the Move Free Guarantee or change the conditions at any time.
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To qualify for a refund and if you are still in possession of any unused and sealed products, we may ask you to please return them to us in line with our Returns Procedure (see Section 20 of our Terms & Conditions of Sales), as this can help us understand why the product didn’t meet your expectations.
ORDERING GIFTS? WE’VE GOT YOU COVERED!
If you have indicated that your order is a gift for someone, we will endeavour to get it delivered to you ASAP as we process them in our systems within 24 hours of receiving the order from you!
However, we have found that some delivery times can take slightly longer than expected! If your package is arriving late, please be patient! It will be worth the wait.
