Refund and Returns Policy

Thank you for choosing to shop with Jerry Green Dog Rescue. We want you to be completely satisfied with your purchase. Please read our refund and return policy carefully to understand the terms and conditions for refunds, returns, and exchanges. This policy is designed to provide clarity and ensure a positive shopping experience for you.

1. Return/Exchange/Refund Timeline
We offer a transparent and customer-friendly return/exchange/refund timeline. Returns or exchanges are accepted within 30 days from the date of purchase. We believe this timeframe strikes a balance between allowing you sufficient time to evaluate your purchase whilst also ensuring a fair policy for our business.
2. Acceptable Item Conditions
To be eligible for a return or exchange, the item must be in its original condition, including all tags and packaging (if applicable). Please note that certain items may have specific conditions for return due to their nature.
3. Refund and Shipping Charges
We understand the importance of transparent and fair refund and shipping charges. Our policy aims to be reasonable and we will cover any costs of return for damaged or incorrect items. Returns where a change of mind has occurred must be covered by the customer.

For refunds, we offer the following options:
1. Replacement/Exchange
We’ll replace the item with a different size, colour, or a better quality item as per your preference, subject to availability. Please note, we cannot accept returns or offer refunds on any of our apparel range including all hoodies, sweatshirts and t-shirts. These items are printed to order and will only be replaced if damaged or incorrect item is received.
2. Money Refund
We’ll return the cost of the item to the original payment method use for the cost of the purchase (shipping excluded).
3. Full Refund
If you’re not completely satisfied with your purchase, we’ll issue a full refund (shipping excluded).
4. Partial Refund
In some cases, a partial refund may be provided if only part of the order is returned.
5. Line-Item Refund
For items that are part of a larger order, we may issue a refund for the specific item returned.

Items Eligible for Refund/Return/Exchange
Whilst we strive to accommodate such requests, please note that not all items on our website are eligible for exchange, refund, or return. The following categories of products are generally not eligible:
1. Products with Expiration Dates: Items with a limited shelf life or expiration date.
2. Custom/Personalised Products: Items that have been specifically customised or personalised for the customer. Please note, this includes our full apparel range including all hoodies, sweatshirts and t-shirts. These items are printed to order and will only be replaced if damaged or incorrect item is received.
3. Products Sold as Part of Sets/Bundles: Items sold as part of a set or bundle, where individual items may not be eligible for return, refund or exchange.
4. Digital Downloads: Some of our items are digital downloads which are received after an order is completed. Please note, we cannot refund any digital downloads or virtual gifts.

Avoid Chargebacks
Our comprehensive refund and return policy is designed to create a transparent and equitable relationship with our customers. By providing clear guidelines for refunds, we aim to empower you with a clear understanding of your rights.
If you have any questions about our refund and return policy, please don’t hesitate to contact our customer support team at contact@jerrygreendogs.org.uk. Your satisfaction is our priority and we’re here to assist you.

Thank you for choosing to shop with Jerry Green Dog Rescue.