Returns Policy

Returns at a glance

• Eligible change-of-mind returns accepted within 14 days of delivery
• Items must be unused and in resalable condition
• Customers cover return postage for change-of-mind returns
• Contact us promptly if an item is faulty, incorrect or damaged in transit

We want you to feel confident shopping with Jesoli Pets, so we keep our returns process as clear and straightforward as possible. If something isn’t right with your order, please get in touch and we’ll guide you through the next step.

Our change-of-mind policy is in addition to, and does not affect, your rights under the Australian Consumer Law.

Change-of-mind returns

We understand that sometimes a purchase may not be quite right. If you change your mind, you can request a return within 14 days of delivery.

To be eligible for a change-of-mind return, the item must be unused, unwashed and in resalable condition. Original packaging, accessories and any included parts should also be returned where applicable. For hygiene reasons, we’re unable to accept change-of-mind returns for items that have been used by a pet.

Customers cover the cost of return postage for change-of-mind returns. Any Express Shipping charge paid on the original order is also non-refundable.

Please contact us before sending anything back so we can provide the return details. Returns should be packed securely to help prevent damage in transit, with your order number included so we can identify and process your return promptly.

Please keep your postage receipt and tracking details until your return has been processed.

Once your return has been received and checked, we’ll issue the refund to your original payment method, provided it meets the conditions above. Please allow additional time for your bank or payment provider to process the refund after it has been issued.

Faulty, incorrect or damaged items

If you receive an item that is faulty or incorrect, or if it arrives broken or damaged in transit, please contact us as soon as possible with your order number and clear photos of the item and packaging. We may ask for a little more information so we can properly assess the issue.

For items confirmed as broken or damaged in transit, we’ll arrange a replacement at no additional cost. If a replacement is unavailable, we’ll contact you to arrange a suitable alternative, which may include a refund.

If an item is faulty or incorrect, we’ll work with you to provide an appropriate remedy, which may include a replacement or refund depending on the circumstances and your rights under the Australian Consumer Law. Where return postage is required for an eligible product issue, we’ll cover the reasonable cost of returning the item.

Please note that subtle variations in glaze, colour, texture and finish can occur between ceramic pieces as a natural part of the ceramic production process. These minor variations are not, on their own, considered faults.

Contact

Have a question about a return, refund or product issue? Email support@jesoli.com or send us a message through the Contact form below. Please include your order number so we can assist you more quickly.