Return Policy

We want you to be 100% satisfied with our products. If you're not satisfied with your products, you have 30 days to send them back to us.

Returns & Refund

Please be sure to read this article carefully before ordering from us. When checking out, you need to check that you have read and understood this article (it will be linked on the checkout page).

Return Policy

We have a 30-day return policy, which means you must submit the return request within 30 days of your package being delivered. No returns made after 30 days from the date of receiving the item(s) will be accepted.

We cannot accept returns on sale items or gift cards.

When you first initiate a return request, please be sure to keep in touch with us within two weeks to prevent our customer service staff from being unable to contact you and help you solve after-sales problems.

* You can always contact us for any return question at info@petjhly.com.

Note:

• To be eligible for a return, your 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.

• If you received promotional gifts with your order and need to return the order, you can keep the gifts.

• Once your return has been shipped back to us, we are unable to resend any items to you. Please ensure that your return package does not contain non-JHLY items or items that you do not intend to return, as we will not be able to return them to you.

Return process

• Submit a return request: Contact us via email and send your return request to info@petjhly.com, indicating your order number and reason for return.

• Confirm return request: We will reply to your email within 1 business day. If your return is accepted, we’ll send you a instruction on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

• Returns: After receiving the return confirmation, please use the post office to return the item to our address. Once posted, please record the weight of your package and obtain a tracking number.

• Provide package information: After returning the item, please email the package weight, logistics carrier and carrier tracking number to customer service (info@petjhly.com) so that we can track the status of your return.

• Item Inspection: Once we receive your returned item, we will inspect it within 2 business days, and we will send you an email to notify you that we have received your returned item. We will also notify you the status of your refund.

There are certain situations where no or only partial refunds are granted: (if applicable)

  • Obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

• Refund Processing: If your return is approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

We will process all returns and refunds in 3 business days, but there may be delays due to limited staffing. Check with your credit card or bank to make sure the issue is not on their end if you have not received the refund within 10 days. If you’ve done all of this and you still have not received your refund yet, please contact us at info@petjhly.com.

Restocking Fee

We do not charge restocking fees.

Exchanges

We currently do not offer exchanges on any products. If you are not satisfied with an item and require another item, all unsatisfied items will need to be returned and a new order must be placed for the new item.

Return Shipping Charges

If it is the case that you don't want the item you bought or you choose the wrong item, you'll be responsible for the shipping fee occurred. So please double check the product information. We really appreciate your patience.

If a return is due to quality issues, damage, or shipping errors, the return shipping cost will be covered by JHLY.

Refund Details

• For products returned due to you no longer wanting the purchased item or selecting the wrong item,, we refund the price paid for the returned item. We do not refund shipping charges, shipping guarantees or shipping taxes.

• For products returned due to quality issues, damage, or incorrect shipment, we will cover the return shipping costs and provide a full refund for the order, including the shipping fees.

• Refunds will only be initiated once the returned package has been scanned and confirmed to have returned to our warehouse. Once scanned and confirmed, the refund will be credited to the original payment method within 3 business days (actual processing time depends on your payment method and bank). Once your returned product has been confirmed and your refund has been processed, we will send you a notification via email.

Damaged, Defective, or Mis-Shipped Items

JHLY will issue a full refund including shipping for any damaged, defective, or mis-shipped items as long as we are notified within 30 days of delivery to you.

We are not liable for these issues:

Returned items are lost or damaged on the way back to us. Please keep your receipt with tracking information.

Product damaged due to misuse, misoperation or poor maintenance.

Last Updated:

Updated June 21, 2024