Refund policy

We want you and your pup to love your Jolly Petmas cape. If something is wrong with your order, we will make it right.

Damaged, defective or wrong items: 7 days

If your order arrives damaged, defective, incorrect or with items missing, please contact us within 7 days of delivery. We will send you a free replacement or a full refund, whichever you prefer.

How to request a replacement or refund

  1. Email support@jollypetmas.com within 7 days of delivery.
  2. Include your order number and a short description of the problem.
  3. Attach clear photos of the item showing the damage or issue, and of the packaging if it was damaged.

We will review your request and reply, usually within 2 business days.

Do I need to send the item back?

In most cases, no. If we do need the item returned, we will tell you how and cover the return shipping cost. Please don't send anything back without contacting us first, as unannounced returns can't be matched to an order.

What isn't covered

  • Change-of-mind returns or a size that doesn't fit, except where the law gives you a right to cancel (see below). Please use our size guide before ordering, and email us if you are unsure which size to choose.
  • Damage caused by wear, chewing, washing against the care instructions, or misuse after delivery.
  • Problems reported more than 7 days after delivery.

Refunds

Approved refunds go back to your original payment method. Your bank or card provider may take 5 to 10 business days to show the refund. Shipping is free, so there are no shipping charges to refund.

Cancelling an order

If you want to cancel, email us as soon as possible. If your order hasn't shipped yet, we will cancel it and refund you in full. Once an order has shipped, it can no longer be cancelled.

This policy does not affect your statutory rights.

  • EU and UK customers: you have the right to cancel your purchase for any reason within 14 days of receiving it. Tell us by email within that period, then return the item unused within 14 days. You pay the return shipping unless the item is faulty. We refund you within 14 days of receiving the item back.
  • Australian customers: our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure.
  • Customers elsewhere keep any rights their local consumer law provides.

Contact us

Email support@jollypetmas.com with your order number and we will be happy to help.