Refund policy

At JONITA, your satisfaction is our top priority. We stand behind the quality of our products and are committed to providing a transparent and hassle-free shopping experience.

1. Damaged, Broken, or Defective Items

If your item arrives damaged, defective, or broken during transit, we will make it right immediately.

Resolution: We offer a free replacement or a full refund.
How to report: Contact us at support@petjonita.com within 60 days of delivery. Please include your order number, a brief description of the issue, and clear photos or videos showing the damage.

2. Lost or Delayed Shipments

If your tracking information has not updated for an extended period or your package is deemed lost in transit:

We will dispatch a free replacement to ensure you receive your order as quickly as possible.
If you suspect your shipment is lost, reach out to our team at support@petjonita.com with your order number.

3. Change of Mind / Unused Returns

If you change your mind and no longer want your item, you may return it under the following conditions:

Condition: The item must be unused, unwashed, and in its original packaging with all tags and accessories included.
Return Window: Requests must be submitted within 60 days of delivery.
Return Shipping: The customer is responsible for all return shipping costs and customs/handling fees (if applicable). We strongly recommend using a trackable shipping service, as we cannot issue refunds for items lost in transit back to us.
Return Authorization: Please contact our support team before sending any items back to receive return authorization. Returns sent without prior approval will not be processed.

4. Refunds Processing

Once your return is received and inspected at our warehouse, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within 5–10 business days.
Original shipping fees (if any) are non-refundable.