We have a 30-day return policy, which means you have 30 days after tracking showed delivered to request a return.
To be eligible for a return, your product must be in the same condition that you received it, unworn, unused and with all tags in tact. The product must be in its original undamaged packaging.
To start a return, you can either contact us at jalexpetproducts@gmail.com or by logging into your account, choosing the item you wish to return from your orders list and clicking the return link. This will take you to your returns page. When your return is accepted address details will be provided for its return. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You can request a return/exchange by logging into your account, finding the item in your orders list and clicking the return or exchange link. You may be asked for porof of damage by uploading pictures. If damaged a shipping label will be sent for its return to us.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return via email and refunds will be made either back to your source of payment or via a store credit for future use. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Under NO circumstances must any type of tape or glue be applied to the packaging of the product, taped up or labels adhered to the box/plastics. You’ll also need the receipt or proof of purchase placed inside the returns.
You will be responsible for the shipping back to us unless damaged or faulty and must ensure that its packed sufficiently to protect it in transit. Failure to follow these instructions may result in a partial refund being applied or the product being retrun to yourselves.
