Refund policy

Returns
Our return policy lasts 30 days. 30 days after the reception of the product, we can’t offer you a full refund or exchange.

To be eligible for a return the product when received should be defective or damaged, it must also be unused and in the same condition as received. And it must be in the original packaging. When the product received is defective/damaged you must inform us of the defect and include the pictures as a proof within one day of receiving it . After that time-frame the product will not be considered as "received damaged/defective" anymore and won't be eligible for a return/exchange.

To complete your return, please send an email to our customer service contact@sheerramjohn.com attaching a receipt/proof of purchase and pictures showing clearly the damage. We will then inform you about the next steps such as the address where the item(s) must be returned. 

Discounted items / items priced under $20 EUR / orders with a discount are not eligible for a return/exchange.

Beds are not eligible for a return/exchange.

Sizing Issues

Since we work with different designers who have different sizing standards, our size charts may differ from product to product. 

Make sure to check the size chart of each product that you're interested in before purchasing or email us if you need help in measuring your dog and/or choosing the size. 

Due to strict sanitary policies in regards to dogs' apparel (including harnesses, shoes), we do not accept returns/exchanges due to sizing related issues. Once the items were tried they are considered, for hygiene reasons, as used and cannot be re-sold anymore. Pets' safety is our priority. We believe pets' apparel should be perceived the same way as the underwear for humans. 

A store credit or free replacements can be offered depending on the order size.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify that we have received your returned item. We will also send to you a notification of approval or rejection of your refund.

If a refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few days.

A refund can also be requested if the parcel is lost. In normal times, if 30 days after the purchase the package wasn't delivered then the customer should contact us, we will then start our investigation and if within the next 10 days the package is not found we proceed for a refund. Due to COVID-19 restrictions the investigation time is extended to 15 days. Any claims regarding a lost package/ package not delivered received 60 days after the purchase will not be accepted.

If the parcel is not delivered due to an error from the customer side in the provided address, the parcel will not be considered as lost and will not be refundable. Depending on locations, post offices may have different policies and may not deliver parcels at home. In case the post office requests the customer to come and pick the parcel themselves and the parcel is not picked up by the customer on time, the parcel will not be refundable, as checking the tracking information is the customer's responsibility.  

Late or missing refunds (if applicable)
If you haven’t received a refund, first check your bank account again.
If nothing shows up, please contact your credit card company/bank. Please be aware it may take some time before your refund is officially posted. Refund processing time may vary depending on your location and your Credit Card company/bank. 

If you’ve done everything and waited 2 weeks and still have not received the refund, please contact us at contact@sheerramjohn.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are received defective or damaged. If you need to exchange it for the same item, send us an email at contact@sheerramjohn.com with pictures of damaged items showing the damage and we'll walk you through the next steps.

Missing Items

If any of the items in your order is missing, you must inform us within 24h after delivery about it and provide the necessary information and pictures showing the package. After that, we can no longer accept this type of requests.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

You will be responsible for paying the shipping costs when returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a tracking shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.