🐾 Jack & Susy Return & Refund Policy

Last updated: October 2025

📅 Returns Eligibility

We want you and your pet to love every Jack & Susy product. If you’re not completely satisfied, you can request a return within 14 days of delivery.

  • • The item must be unused, unwashed, and in its original packaging.
  • • Items must include all tags, parts, and accessories.
  • • The return request must be submitted before the 14-day window expires.

🚫 Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • • Pet grooming or hygiene products that have been opened.
  • • Items damaged due to misuse, neglect, or accidents.
  • • Sale or clearance items (unless defective).

🧾 Return Process

  1. Contact our support team at support@jackandsusy.com with your order number and reason for return.
  2. We’ll confirm if your item is eligible and provide you with a return authorization and return address.
  3. Once received and inspected, we’ll notify you of the approval or rejection of your refund.

⚠️ Important: Returns must be shipped to the address provided by our supplier. Do not send items directly to our business address.

💳 Refunds

If approved, your refund will be processed automatically to your original payment method (PayPal or card) within 5–10 business days.

Shipping costs are non-refundable, and you’ll be responsible for the return shipping unless the item arrived defective or incorrect.

🔁 Exchanges

We currently don’t offer direct exchanges. If you’d like a different size or product, please return your original item for a refund and place a new order.

🐕 Damaged or Defective Items

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery with photos of the product and packaging. We’ll replace or refund your item at no additional cost.

🕒 Late or Missing Refunds

  1. Check your bank account again.
  2. Contact your credit card company — it may take time before your refund is posted.
  3. If you’ve done all this and still haven’t received it, please email us at support@jackandsusy.com.

❤️ Our Promise

At Jack & Susy, our mission is to make pet care simple, stylish, and stress-free.
We’ll always do our best to ensure every purchase leaves both you and your furry friend happy.