Template policy. Highlighted items in brackets are placeholders that must be replaced with your business details, and the policy should be reviewed by a qualified legal professional before launch.
At JACKY & COCO, operated by [LEGAL ENTITY NAME], we want you and your pet to love every purchase. If something is not quite right, this policy explains how returns, exchanges and refunds work for orders placed on jackycoco.com. This is a template policy and must be reviewed by a qualified legal professional before launch.
Return Window
You may request a return or exchange within [X] days of the delivery date shown in your tracking information. Requests raised after this window may not be accepted, except where an item is defective or damaged on arrival.
To start a request, please email [SUPPORT EMAIL] with your order number, the item(s) you wish to return and the reason for the return.
Eligibility Conditions
For hygiene and safety reasons, returned items must be in their original condition. We inspect every return on arrival, and items that do not meet these conditions may be sent back to you.
- Unused, unwashed and unworn by pets or people (trying on briefly for size is fine)
- Free from pet hair, odours, stains, chewing or other damage
- With all original tags, labels, inserts and packaging intact
- Accompanied by the order number or invoice
Non-Returnable Items
Certain items cannot be returned or exchanged unless they arrive damaged or defective.
- Personalised, monogrammed or custom-made products
- Items marked as final sale or purchased on clearance
- Gift cards and e-vouchers
- Grooming products, treats or other consumables once opened
- Free gifts or promotional items received with an order
Size Exchanges
If your pet's clothing or bed does not fit, we are happy to exchange it for a different size, subject to availability and the eligibility conditions above. We recommend checking our Size Guide before ordering to find the best fit.
If the requested size is unavailable, we can offer a refund or store credit instead. [EXCHANGE SHIPPING TERMS, e.g. whether the first exchange is free].
Damaged, Defective or Incorrect Items
If you receive an item that is damaged, defective or different from what you ordered, please contact us at [SUPPORT EMAIL] within [X] days of delivery with your order number and clear photographs of the item and packaging.
Once verified, we will arrange a free replacement or a full refund, including any shipping charges paid, at no additional cost to you.
Return Shipping
Where reverse pickup is available for your PIN code, we will arrange collection through our courier partner. Where it is not, we may ask you to ship the item to our returns address at [RETURNS ADDRESS] using a trackable service.
For returns not caused by an error on our part, [RETURN SHIPPING FEE / DEDUCTION TERMS] may apply. Original shipping charges are non-refundable except for damaged, defective or incorrect items.
Refunds
Once your return is received and inspected, we will notify you of the outcome. Approved refunds are initiated within [X] business days to the original payment method. Depending on your bank or payment provider, it may take a further [X] business days for the amount to reflect in your account.
For orders paid via cash on delivery (if offered), refunds will be made by bank transfer or UPI to an account you nominate, or as store credit if you prefer.
Order Cancellations
You may cancel your order free of charge before it has been dispatched by contacting us at [SUPPORT EMAIL] or [SUPPORT PHONE]. Once an order has been dispatched, it can no longer be cancelled and will be treated as a return after delivery.
We reserve the right to cancel orders in limited circumstances, such as pricing errors, stock unavailability or suspected fraud. If we cancel an order, any amount paid will be refunded in full.
International Orders
Return and refund terms for international orders will be published when international shipping becomes available. Import duties, taxes and international shipping charges are generally non-refundable unless the item was damaged, defective or incorrect.
Contact Us
For questions about returns, exchanges or refunds, please contact [SUPPORT EMAIL] or [SUPPORT PHONE]. Our team is available [SUPPORT HOURS] and will be glad to help.