Refund policy

Last updated: October 23, 2026

We want you and your pet to love what you order. If something isn’t right, this policy explains how returns and refunds work.

Return window
You can request a return within 30 days of delivery for most unused items in their original packaging.

Items we can’t accept back
For your pet’s safety and hygiene, these items are final sale unless they arrive damaged, defective or wrong:

• Food, treats and chews that have been opened.
• Supplements, probiotics and calming products that have been opened.
• Flea, tick and other pet health treatments once the packaging is opened.
• Cat litter, litter liners and waste products.
• Grooming tools, brushes, combs and gloves that have been used.
• Gift cards.

How to start a return

1. Email support@jollumi.com with your order number and the item you want to return.
2. We’ll reply with return instructions and the correct return address. Our products ship from different warehouses, so please don’t send anything back without contacting us first.
3. Pack the item securely in its original packaging and ship it with a trackable service.

Items sent back without contacting us first may not be accepted.

Return shipping costs
If you’re returning an item because you changed your mind, you pay the return shipping. If we sent the wrong item, or the item arrived damaged or defective, we’ll cover return shipping or send a replacement without requiring a return.

Damaged, defective or wrong items
Please check your order when it arrives. If anything is damaged, defective or not what you ordered, email us within 14 days of delivery. Include your order number and photos of the item and packaging, and we’ll arrange a replacement or full refund.

Smart devices and electronics
Feeders, fountains, cameras, ball launchers, litter boxes and other powered devices can be returned within 30 days if unused. If a device stops working after the return window, many brands offer their own manufacturer warranty, and we’ll help you contact them and make a claim.

Refunds
Once we receive and inspect your return, we’ll email you to confirm. Approved refunds go back to your original payment method within 5 to 10 business days. Your bank may take a few extra days to show it.

Original shipping fees are not refundable unless the return is due to our error. If your order qualified for free shipping and a return brings it below $45, we may deduct the standard $5.99 shipping cost from your refund.

Exchanges
We don’t process direct exchanges. Return the original item for a refund and place a new order for the one you want.

Discounted and sale items
Items bought on sale or with a discount can be returned under this policy. Refunds are for the amount you actually paid.

Late or missing refunds
If you haven’t received your refund after 10 business days, first check with your bank or card provider. If it still hasn’t arrived, email support@jollumi.com and we’ll look into it.

Contact us
Email support@jollumi.com and a real person will reply, usually within one business day.