Returns / Exchanges / Refunds
We have a 14-day return/exchange policy, which means you have 14 days after receiving your item to request a return or an exchange.
To be eligible for a return/exchange, your original item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return or exchange request, please contact us at contact@jet-pup.com.
If your return/exchange is accepted, we’ll send you instructions on how and where to send your item(s). Item(s) sent back to us without first contacting JetPup will not be accepted. The customer is responsible for the return shipping costs.
For exchanges, the cost to ship the replacement item will be covered by JetPup.
We will notify you once we’ve received and inspected your returned item(s), and let you know if the refund/exchange was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@jet-pup.com. Exchanges will be shipped within 5 business days.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item(s) is/are defective, damaged or if you received the wrong item(s) so that we can evaluate the issue and make it right.
Non-returnable and non-exchangeable items
Please note the following items are not eligible for return/exchange:
- Chew Toys with open or tampered packaging.
- Gift Cards
EU Customers ONLY: Right of Withdrawal & Return Policy
Right of Withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party indicated by you acquires, physical possession of the goods.
To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post or an email). You may use the attached model withdrawal form, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods.
Exemptions from the Right of Withdrawal (Hygiene Exception)
Please note that pursuant to Article 16(e) of the EU Consumer Rights Directive, the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons if they become unsealed after delivery.
Chew Toys: For health and safety reasons, chew toys and other mouth-oriented products are delivered in protective, sealed packaging. Once this seal or packaging is opened, broken, or tampered with, these items are strictly exempt from the right of withdrawal and cannot be returned for a refund or exchange due to buyer's remorse.
