Quick answer: Pet Gently's terms say you can cancel a subscription at any time by emailing support@petgently.com, and its website says you can also log in, choose Edit Subscription and select "Cancel Your Deliveries". Your card is charged before each shipment, and Pet Gently says orders can't be cancelled once placed, so cancel well before your next charge date and keep written confirmation. If you're done with Pet Gently, we'd recommend trying MedPaw Hip & Joint Chews instead: a soft chew with all six key joint actives, a subscription you can pause, change or cancel any time from your account, or just email us, and a 60-day money-back guarantee with nothing to send back.
Transparency note: this page is written by MedPaw, which makes a competing joint supplement. Pet Gently's terms are quoted word for word with links, and reviews are quoted word for word with a link so you can check them. Everything was checked on 8 October 2026.
How to cancel a Pet Gently subscription, step by step
These steps come from Pet Gently's own terms and conditions, its subscription page and its shipping and returns page.
- Check your next charge date. Pet Gently's terms (section 7) say you're billed "before shipment of the product on the date for replenishment selected by you until you cancel". Its subscription page says it will "email you before any charges are made", so look for that email.
- Cancel online from your account. Log in on petgently.com, click "Edit Subscription" on the subscription you want to stop, then "go to the bottom of your subscription settings and choose 'Cancel Your Deliveries' under 'Stop your regular deliveries'."
- Or cancel by email. The terms say you can cancel "at any time" by emailing support@petgently.com. Include your name, the email address you ordered with and your order number, say clearly that you want to cancel your subscription, and ask for written confirmation.
- Keep the confirmation and check your statement. Save the cancellation email or a screenshot and check no further payment is taken on your next charge date. In one case, Pet Gently replied that it had no cancellation on record, though it then refunded the order.
If you've already been charged, or the order has shipped
Pet Gently's shipping page says: "Once an order is placed, it cannot be cancelled." So a subscription order that has already been charged will usually still arrive. What its terms then say:
- You can change your mind within 14 days. Section 10 gives "a legal right to change your mind within 14 days and receive a refund", but not for products sealed for health or hygiene reasons that have been opened. You pay the return postage, and refunds are made within 14 days of the return.
- The 90-day guarantee has conditions. You must "use the product daily for at least 90 days", contact Pet Gently "within one week after the expiration of the 90 day period", and return any unopened packets. The refund is "minus the shipping charges (£4.49)", and it only covers purchases from petgently.com.
- Payments that fail aren't dropped. The terms say Pet Gently may keep trying to take payment, and an unpaid account "may be sent for collection".
Pausing or changing instead
If you only want a break, the subscription page says you can click "Pause subscription for a month", but "this option will automatically reset after a month", so you'll need to pause again if you want longer. To change items or delivery frequency, it asks you to "send us an email at support@petgently.com and we will get this updated within 24 hours." The terms list delivery intervals from every 20 to every 90 days.
Why so many owners want to cancel
Subscriptions and unexpected charges are the biggest theme in Pet Gently's negative reviews: about half of the 1 and 2 star reviews we read (our estimate from a small sample). A few examples from Pet Gently's reviews on Trustpilot:
- "It was also automatic subscription which I only purchased the one packet." (Wendy R., 2 stars, September 2026)
- "Cancelled the subscription months ago, only to find today another £49,99 taken from our bank." (Andrew S., 1 star, April 2026)
- "they took extra money from my credit card for postage fees without prior notification." (June H., 1 star, August 2026)
Pet Gently says a one-off purchase option exists, and it has refunded several of these customers. For the full picture, read our Pet Gently reviews.
Why Pet Gently customers switch to MedPaw
Pet Gently vs MedPaw on subscriptions, refunds and what's in the chew
| The issue | Pet Gently | MedPaw |
|---|---|---|
| Cancelling | From your account or by email; placed orders can't be cancelled | Pause, change or cancel any time from your account, or just email us |
| Pausing | One month at a time, then it resets | Pause from your account whenever you need to |
| Changing items or frequency | By email, updated within 24 hours | Change it yourself from your account, or email us |
| Getting your money back | 90 days of daily use first; claim within a week after; minus £4.49 shipping; return unopened packets | 60 days from delivery, for any reason; email us and keep the tub |
| Knowing what's in each chew | Amounts listed per two chews; MSM 25mg on the ingredient panel but 117mg elsewhere on the same page | All six key joint actives, with the main amounts per chew on the label, including MSM 185mg |
Our recommendation: if you're cancelling Pet Gently because of the subscription, the charges or a lack of results, switch to MedPaw. Swap rather than stack: give the last Pet Gently chew, then start MedPaw the next day. Give it six to eight weeks, and if you're not happy, email us within 60 days and we'll refund you. Try MedPaw Hip & Joint Chews.
If nothing has worked so far
If your dog is still stiff or sore after a fair trial of any supplement, see your vet. They may suggest pain relief, weight loss or an omega-3 fish oil at a proper dose, which has the strongest evidence for dogs with arthritis. Read what you can safely give a dog for joint pain and the best fish oil for dogs' joints. Wondering about a gap between products? See what happens if you stop your dog's joint supplement.
How do I cancel my Pet Gently subscription?
Log in on petgently.com, click Edit Subscription and choose "Cancel Your Deliveries" at the bottom of your subscription settings, or email support@petgently.com. Its terms say you can cancel at any time. Ask for written confirmation.
Can I cancel a Pet Gently order that's already been charged?
Pet Gently's shipping page says "Once an order is placed, it cannot be cancelled." Its terms give you 14 days to change your mind and return unopened products for a refund, paying the return postage yourself.
Can I pause a Pet Gently subscription instead?
Yes, for a month at a time. Pet Gently's subscription page says the pause "will automatically reset after a month". To change items or frequency, you email support@petgently.com.
Will I get a refund under Pet Gently's 90-day guarantee?
Only if you meet its conditions: daily use for at least 90 days, contacting Pet Gently within a week after the 90 days, and returning unopened packets. The refund is minus £4.49 shipping and only covers petgently.com purchases. MedPaw's guarantee is 60 days from delivery, for any reason, with nothing to send back.
What's a good alternative to Pet Gently?
We'd recommend MedPaw Hip & Joint Chews: a soft chew with all six key joint actives and the main amounts per chew on the label, a subscription you can pause, change or cancel any time from your account, and a 60-day money-back guarantee.
Can I switch straight away?
Yes. Stop Pet Gently and start MedPaw the next day. There's no need for a gap, and you shouldn't give both. Neither suits a dog with a shellfish allergy. Check with your vet first if your dog takes any medication.
