Refund policy

Last updated: October 9, 2026

We want you and your pet to be happy with every order from JMA Pet Goods. If something isn't right, this policy explains how returns and refunds work.

14-Day Return Window

You have 14 days from the date your order is delivered to request a return. Requests made after 14 days cannot be accepted.

Return Conditions

To be eligible for a return, your item must be:

Unused and in the same condition in which you received it
In its original packaging, with all accessories and parts included
Accompanied by your order number or proof of purchase

Non-Returnable Items

Pet food, treats, and all other edible products cannot be returned. For food safety reasons, we do not accept returns on any food item for dogs, cats, or fish, whether the package is opened or unopened. Once a food product has left our supply chain, we can no longer guarantee how it has been stored or handled, so it cannot be resold or reused.

We also cannot accept returns of:

Items that have been used, washed, or damaged after delivery
Items returned without their original packaging or with missing parts

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, or not what you ordered, email us at jmgoodslimited@mail.com within 14 days of delivery with your order number and clear photos of the item and its packaging. We will arrange a replacement or a refund at no extra cost to you.

This also applies to food products: if a food item arrives damaged, expired, or incorrect, contact us with photos and we will replace or refund it. You will not need to send the food item back.

How to Start a Return

Email jmgoodslimited@mail.com with your order number, the item you want to return, and the reason.
Wait for our reply. If your return is approved, we will send you the return address and instructions.
Pack the item securely in its original packaging and ship it to the address we provide.

Please do not send items back without contacting us first. Returns sent without approval cannot be accepted.

Return Shipping Costs

Customers are responsible for the cost of return shipping. Return shipping costs are non-refundable. We recommend using a trackable shipping service, as we cannot issue a refund for a return that does not reach us.

If your item arrived damaged, defective, or incorrect, we will cover the return shipping cost or tell you that no return is needed.

Refunds

Once we receive and inspect your return, we will email you to confirm whether your refund has been approved. Approved refunds are issued to your original payment method within 5 to 10 business days. Your bank or card issuer may need additional time to post the refund to your account.

If an item is returned used, damaged, or incomplete, we may refuse the refund or issue a partial refund.

Exchanges

We do not offer direct exchanges. The fastest way to get a different item is to return the original item for a refund and place a new order.

Order Cancellations

If you need to cancel an order, email us as soon as possible. We can cancel and fully refund orders that have not yet shipped. Once an order has shipped, it can no longer be canceled and this return policy applies.