Refund policy

Refund Policy

We want you to be happy with your purchase. We also know that buying clothing online means taking a small leap of faith, so here is exactly how returns work.

RETURN WINDOW

JinglePouch accepts returns and exchanges of items purchased on our website within 30 days of delivery, subject to the conditions below. Items cannot be returned or exchanged more than 30 days after delivery.

WHAT WE ACCEPT BACK

Returns are accepted for hoodies that are unworn, unwashed and in their original condition, with all tags still attached, the removable pouch liner included, and the original packaging.

Trying the hoodie on at home to check the size and fit is completely fine and does not disqualify a return. Wearing it out, washing it, removing the tags — or letting your cat or dog settle into the pouch — does, as we cannot resell an item that has already hosted a pet.

RETURN CONDITIONS

To be accepted, a return must meet all of the following:
- the hoodie is unworn and unwashed, beyond simply trying it on;
- all original tags are still attached;
- the removable pouch liner is included, clean and unused;
- there are no signs of wear, stains, marks, pet hair, moisture or odour (including perfume, smoke or detergent);
- the original packaging is included;
- you can provide your order number or the order confirmation email.

Signs of wear, washing, pet hair inside the pouch, stains or removed tags will invalidate the return.

SIZE EXCHANGES

Wrong size? No problem — that is the most common reason we hear from customers. E-mail us with your order number and the size you need, and we will reserve it for you while your return is on its way. If the size you need is out of stock, we will refund you in full instead.

HOW TO START A RETURN OR EXCHANGE

E-mail customer.jinglepouch@outlook.com with your order number and the reason for the return or exchange. We will reply with instructions. Please do not send anything back before you have received those instructions — unannounced returns cannot be processed.

Once a return is approved, please send the item back within 14 days.

RETURN SHIPPING

You are responsible for the cost of return shipping and for packaging the item securely. We recommend a tracked service, as we cannot guarantee that we will receive an untracked return. Items damaged or stained in return transit may have their refund reduced or refused.

REFUNDS

Once your return is received and inspected we will e-mail you to confirm that it has arrived and whether the refund has been approved or rejected. Approved refunds are issued to your original payment method, normally within 14 days of us receiving the item.

LATE OR MISSING REFUNDS

Banks and card providers usually need a further 2–3 business days to post a refund. If more time than that has passed and you still have not seen it, e-mail us at customer.jinglepouch@outlook.com and we will look into it.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective or incorrect — a wrong size or colour shipped, a broken zip, torn stitching, a damaged sherpa trim or a missing pouch liner — e-mail customer.jinglepouch@outlook.com within 48 hours of delivery with a photo of the item and the packaging. We will arrange a free replacement or a full refund at no cost to you.

Please report it within that 48-hour window. We use the carrier's delivery timestamp when reviewing damage claims, and claims raised long after delivery may not be possible to honour.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of the return once the item has been received and inspected. Follow the same steps above to start the return.

EXCLUSIONS

We cannot accept returns of hoodies that have been worn, washed or altered, items with removed tags, items with pet hair, stains, odours or other signs of use, items returned without the pouch liner, or items returned without their original packaging.

FEEDBACK

We would love to hear your feedback, questions or concerns. E-mail us at customer.jinglepouch@outlook.com — we read everything.