Refunds & Returns

RETURNS (IF APPLICABLE)

We accept the return of products. Customers have the right to apply for a return within 7 business days after the receipt of the product. To return your product, please contact our customer service at sales@jemapet.com.

Return of the product also depends completely on the warranty of the product. We do not accept a random return of products unless there is a quality issue which we cannot solve. If you do return the products randomly, we will not offer any refund. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. 

If you have a quality issue to report, you can write us an email at sales@jemapet.com and we will suggest you solutions. If we feel that the issue needs to be checked by the tech team, we will inform you to return and we will offer you a replacement product. You can email us and we can provide you with the return shipping address of our warehouse based on your location.

DON'T LIKE THE PRODUCT AND WANT TO RETURN IT

According to our warranty policy, if it is not related to product quality problem, and the customer wants to return the product, the customer needs to pay the return shipping cost, as we’re not able to request return shipping label from courier partner at the moment, the return cost need you to check with the courier of Postal service. Once we receive the product in our warehouse, we will issue a refund for the product cost only (we will not cover the shipping cost from and to warehouse). You can email us at and we can provide you with the address to our warehouse where you can return the product as below address.

THERE ARE CERTAIN SITUATIONS WHICH ARE ABOUT RETURN (IF APPLICABLE)

You will be responsible for paying for your own shipping costs or more for returning your item. Shipping costs are non-refundable. No restocking fee to be charged to the consumers for the return of a product. If you agree to the terms to process the refund and contact our customer service, please kindly refund and send the parcel back to us within 7 business days.

To complete your return please do the following:

  • Re-pack the item with the labels and tags still attached;
  • Send us an e-mail at sales@jemapet.com with your name, order number, the items you wish to return and the reasons;
  • Return Address: No.401 Hongxing road.Xiaoshan  Economic & Technological Development Zone, Hangzhou, Zhejiang, China;
  • Drop off your package at your carrier;
  • Provide tracking number and website for tracking the logistic info after you return the parcel to us.

ORDER CANCELLATIONS

If you have notified us of order cancellations, but the product has already been shipped out, you will have to reship the product back to us at your own expense in case you still do not want it. Once it goes out of our warehouse, we cannot cancel your order.

REFUNDS (IF APPLICABLE)

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed.

Kindly allow between 2 to 7 business days for our after sales team to process your request. After this, please note the refund times below:

  • For credit card refunds, please allow between 7 to 15 business days for the transaction to process;
  • For PayPal refunds, please allow up to 72hours for the transaction to appear in your account.

THERE ARE CERTAIN SITUATIONS WHERE ONLY PARTIAL REFUNDS ARE GRANTED (IF APPLICABLE)

  • Goods with obvious signs of use;
  • Any item not in its original condition, is damaged or missing parts;
  • Any item that is returned more than 7 business days after delivery.

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you've done all of this and you still have not received your refund yet, please contact us at sales@jemapet.com.

EXCHANGES (IF APPLICABLE)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email.

After customer received the product, if it is not related to product quality problem and the customer wants to return the product, the customer needs to cover the return shipping cost, we will issue a refund for 100% of the product cost via Paypal.

Please contact our Customer service at sales@jemapet.com if you have any question.