Refund policy
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
We offer a 100% money-back guarantee or a replacement for any product that arrives defective or is damaged during shipping.
Video proof showing that the product is defective is required before a refund or replacement can be processed. Once the defect has been verified, we will issue a refund or send a replacement, whichever you prefer.
*Defective merchandise must be reported within 30 days of the delivery date. Claims made beyond the 30-day window will not be eligible for review.
We do not issue a refund if:
- Change of Mind/Human Error: We do not offer refunds/returns or exchanges for change of mind, buyer’s remorse, or incorrect/multiple product selection by accident, including instances where product specifications were overlooked before purchase and or situations where a pet does not take to the product.
- Incorrect Address Entered at Checkout: your order does not arrive due to factors within your control (e.g. providing the wrong shipping address).
- Force Majeure: Refunds may not be offered in situations beyond our control, such as delays due to natural disasters or carrier disruptions.
*Defective merchandise must be reported within 30 days of the delivery date. Claims made beyond the 30-day window will not be eligible for review. You can do it by sending a message to info@jirahshop.online