Refund policy

Return & Refund Policy

At Jax & Molly’s, every piece is handmade with care to ensure your pup looks and feels their best. Because of the nature of our products, we have specific guidelines for returns to keep our quality standards high.

Ready-to-Ship Items

Eligible for return within 7 days of delivery.
You must contact us for approval before sending any item back. Unauthorized returns will not be accepted.
Items must be unworn, unwashed, free of pet hair, and in original condition.
Return shipping costs are the responsibility of the buyer.
Once we receive and inspect the item, your refund will be issued to your original payment method (minus shipping fees and 10% restocking fee).

Made-to-Order Items

All Made-to-Order items are final sale. Due to their custom nature, we cannot accept returns or issue refunds unless the item arrives damaged or defective due to a production error.

Damage caused by shipping carriers is out of our control. Customers may choose to purchase shipping insurance at checkout to protect their order against loss or damage during transit.

Exchanges

We do not offer direct exchanges. If you wish to purchase a different size or style, you may place a new order once your return (if eligible) has been processed and refunded.

Damaged or Incorrect Items

If your order arrives damaged or incorrect due to a production error, please contact us within 48 hours of delivery with clear photos, and we’ll make it right as quickly as possible.