Refund policy

RETURN & REFUND POLICY

Thank you for shopping at Jemsa Pets!

We want you to love your purchase. If you’re not completely satisfied with your order, we’re here to help. Please review our policy below for details on returns, refunds, and exchanges.

1. Return Window

  • You have 30 days from the date you receive your item to request a return.

  • To be eligible for a return, your item must be:

    • Unused, unworn, and in the same condition that you received it.

    • In the original packaging with all tags attached.

    • Accompanied by the proof of purchase or order number.

2. How to Initiate a Return

  1. Email our support team at contact@jemsapets.com with your Order Number and the reason for return. 

  2. If your return is accepted, we will send you instructions on how and where to send your package.

  3. Please note: Items sent back to us without first requesting a return will not be accepted.

3. Shipping Costs for Returns

  • Standard Returns: Customers are responsible for paying their own return shipping costs unless the return is due to our error (e.g., wrong item sent or defective product). Shipping costs are non-refundable.

  • Defective or Damaged Items: If your order arrives damaged or defective, please contact us immediately at contact@jemsapets.com with photos of the item and packaging. We will send a free replacement or issue a full refund, including original shipping costs.

4. Refunds

  • Inspection: Once we receive and inspect your return, we will notify you via email regarding the approval or rejection of your refund.

  • Processing: If approved, your refund will be automatically processed back to your original method of payment within [ 5 to 10] business days.

  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or bank, as it may take some time before your refund is officially posted. If you've done this and still have not received your refund, please contact us.

5. Contact Us

For any questions regarding our return and refund policy, please reach out to us:

  • Email: contact@jemsapets.com