Refund policy
Return & Refund Policy
At Josanes, we want you and your pets to be happy with your purchase. If you need to return an item, we offer a 30-day return policy. You have 30 days from the date you receive your order to request a return.
Eligibility for Returns
To be eligible for a return, your item must:
- Be returned within 30 days of delivery.
- Be in the same condition as when you received it.
- Be unused and unworn.
- Include original tags, if applicable.
- Be in its original packaging, where applicable.
- Include your receipt or other proof of purchase.
How to Start a Return
To request a return, please contact us at support@josanes.com.
If your return is approved, we will provide you with a return shipping label and instructions on where and how to send your package.
Please do not send an item back without first contacting us and receiving return approval. Items returned without prior authorization may not be accepted.
Approved returns should be sent to:
Josanes
4 - 7 Queen Street East
Sault Ste. Marie, ON P6A 1Y4
Canada
You can contact us anytime at support@josanes.com if you have questions about your return.
Damaged, Defective, or Incorrect Items
Please inspect your order when you receive it. If your pet product arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible at support@josanes.com.
Please include your order number and photos of the item and its packaging when applicable. We will review the issue and work with you to make it right.
Non-Returnable Items
Certain items may not be eligible for return, including:
- Pet food and other perishable products.
- Personalized or custom-made products.
- Used pet hygiene or personal-care products.
- Gift cards.
- Hazardous materials, flammable liquids, or gases.
If you are unsure whether your item qualifies for a return, please contact us before sending it back.
Exchanges
If you would like a different size, colour, style, or product, the fastest option is to return the original item in accordance with this policy and, once your return is approved, place a new order for the replacement item.
Refunds
Once we receive your returned item, we will inspect it and notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank or credit card provider may require additional time to process and post the refund to your account.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at support@josanes.com.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you may have the right to cancel or return your order within 14 days of receiving it, subject to applicable consumer protection laws.
The item must generally be returned in accordance with applicable requirements, including being in the same condition as received and, where applicable, in its original packaging.
For questions regarding your return rights, please contact us at support@josanes.com.
Contact Us
For any questions regarding returns, refunds, damaged items, or exchanges, please contact:
Email: support@josanes.com
Josanes
4 - 7 Queen Street East
Sault Ste. Marie, ON P6A 1Y4, Canada