Refund Policy

Last updated: 16 October 2026

At JM Sunshine, we want you and your pets to be happy with every purchase.
We carefully choose the products we offer, but we understand that sometimes things do not work out. If there is a problem with your order or you have simply changed your mind, we are here to help.

Changed your mind?
No problem. We understand that sometimes a product is not quite what you expected.
If you would like to return something, you have 14 days from the day your order arrives to let us know that you would like to cancel your purchase.
Once you have told us, you will then have another 14 days to send the item back.
To arrange a return, email hello@jmsunshineco.com with your order number and let us know that you would like to return your item.
We will explain what happens next and provide the correct return address.

Returning your item
We ask that returned products are handled with care and, where possible, sent back in their original packaging.
You are welcome to inspect your purchase in the same way you would in a shop.
If an item has been used or handled more than necessary and its value has been reduced, we may need to make a reasonable deduction from your refund.
For example, a dog toy that has been heavily chewed may not be suitable for a full refund if you are returning it simply because you have changed your mind.

Who pays for return postage?
If you have changed your mind or ordered the wrong item, you will normally need to cover the cost of returning it to us.
We recommend using a tracked delivery service and keeping your proof of postage.
If your item is faulty, damaged or not as described, we will cover reasonable return postage costs where a return is necessary.
Please contact us before sending anything back so we can help arrange the most suitable solution.
Faulty, damaged or incorrect items
If something has arrived damaged, faulty or is not what you ordered, we are really sorry.
Please email us at hello@jmsunshineco.com with your order number, a description of the problem and, if possible, a photograph.
We will look into it and arrange the most appropriate solution.
Depending on the circumstances and your legal rights, this may include a replacement, repair or refund.
Your rights under the Consumer Rights Act 2015 always apply.

When will I receive my refund?
Once you have cancelled your order and returned the item, we will process your refund as quickly as possible.
For a cancellation under your statutory right to change your mind, we will refund you within 14 days of receiving the returned item or receiving evidence that you have sent it back, whichever happens first.
If you paid for standard delivery, we will also refund the original standard delivery charge where required by law.
If you chose a more expensive delivery option, any additional amount paid for that service is not normally refundable.
Refunds will be made to your original payment method unless we agree otherwise.
Your bank or payment provider may take additional time to show the refund in your account.

Are there any items I cannot return?
Certain products may be exempt from the usual change of mind cancellation rights.
This can include personalised items and sealed products that are not suitable for return for health or hygiene reasons once they have been unsealed.
These exceptions only apply where permitted by law.
This does not affect your rights if something is faulty, damaged or not as described.

Cancelling an order before dispatch
If you have placed an order and need to cancel it, please contact us as soon as possible.
If your order has not been dispatched, we will do our best to cancel it before it leaves us.
If it has already been sent, you can still use your applicable cancellation rights once it arrives.

Need some help?
We are a small business and genuinely care about our customers and their pets.
If you are unsure about a return or have a question about your order, please get in touch. We will always do our best to help.

Email: hello@jmsunshineco.com
Website: www.jmsunshineco.com

Nothing in this policy affects your statutory consumer rights.