Refund Policy

1. Your Satisfaction Matters

We want you and your dog to love every item you purchase from Jnova LLC. If you are not satisfied, this Refund Policy outlines how refunds will be handled.

2. Eligibility for Refunds

  • You may request a refund within 30 days from the date you received the product.

  • To be eligible, items must be in their original condition: unworn/un-used, with all tags and packaging intact, unless the product arrived damaged or defective.

  • Products must be returned with the proof of purchase (order number or receipt).

  • Items that are customised/personalised, or clearly marked as final sale may not be eligible for refunds (unless faulty).

3. How to Request a Refund

  • Contact us at [insert support email] or via our customer service portal with your order number, the item you wish to refund, and reason for the request.

  • Once approved, you will receive instructions for returning the item (if applicable).

  • Ship the item back to us in accordance with the provided instructions.

  • We recommend using a trackable shipping method for your protection.

4. Refund Processing

  • After we receive the returned item (or confirm eligibility if no return is required), we will inspect it and notify you of the approval or rejection of your refund.

  • If approved, refunds will be processed to the original payment method you used at purchase, within 7-10 business days from our approval.

  • Please allow additional time for your bank or credit card company to process and post the refund to your account.

5. Return Shipping & Fees

  • Unless the product was faulty, damaged on arrival or we shipped the wrong item, you are responsible for paying the cost of return shipping.

  • If we determine that the returned item is not in eligible condition (e.g., used, missing tags, damaged by you), we reserve the right to deduct a restocking fee or decline the refund.

6. Damaged or Faulty Items

  • If your item arrived damaged, defective or the wrong item was shipped, please contact us within 48 hours of receiving your order with photos and details.

  • We will arrange for a replacement or refund, and cover any necessary return shipping in such cases.

7. Non-Refundable Items

The following items are generally not eligible for refund (unless they are faulty):

  • Customised or personalised items.

  • Items clearly marked as “Final Sale” or “Non-Returnable”.

  • Items returned after the 30-day return window or that don’t meet the condition requirements.

8. Changes to This Policy

We may update this Refund Policy from time to time. Any changes will be posted on our website with the updated “Last updated” date. Your continued purchase from our website constitutes your acceptance of the revised policy.