Refund Policy

Last updated: November 1, 2026

This page is about money: when Jersey Den refunds an order, how much, how fast and where the money goes. The steps for sending an item back, getting a return label and swapping a size are on our Returns & Exchanges Policy. If you only want to cancel an order that has not shipped yet, start with Cancel or Change an Order. Questions about a specific refund go to [email protected]; we reply within 24 hours on business days.

1. When you are entitled to a refund

You can get your money back in the situations below. In each one, the 60-day window counts from the delivery date of your order.

1.1 You changed your mind, or it does not fit

Return the item within 60 days of delivery using the free return label we send you. Once it reaches us, we refund the price you paid for that item. A size that does not fit, a colourway you do not love in daylight, or a cat that made its feelings clear are all good enough reasons. If you would rather have a different size or colourway than your money back, ask for an exchange instead; it is usually quicker.

1.2 The item arrived damaged or faulty

Email us a photo of the problem with your order number. If we confirm the damage or fault, you choose between a replacement and a full refund of that item. In most cases you keep or dispose of the damaged item and do not need to send it back.

1.3 We made a mistake

Wrong product, wrong size, wrong colourway, or a name or number printed differently from what you typed in the personalisation fields: that is on us. You can have the correct item at no cost or a full refund. Your order confirmation email shows the personalisation exactly as entered, which makes these cases quick to settle.

1.4 Your parcel never arrived

If a parcel is confirmed lost on its way to you, we arrange a replacement or a full refund with you. How we look into late parcels is explained on our Shipping & Delivery page.

1.5 You cancelled within 24 hours

Orders cancelled within 24 hours of being placed are refunded in full. See Cancel or Change an Order.

1.6 We cancelled your order

Occasionally we may need to cancel an order ourselves, for example if the personalisation contains a real team, league or player name that we cannot print, or if an address cannot be delivered to. We email you first to try to fix it; if the order is cancelled, you get a full refund.

2. How long a refund takes

We send every refund within 7 days of the moment it is approved. “Approved” means one of three things: your returned item has reached us, your cancellation has been confirmed, or your damage, fault or mistake claim has been accepted without a return.

After we send a refund, your bank or payment provider needs its own time to show it on your statement. That part is outside our control, but it usually appears within a few business days. If you do not see it, reply to our refund email and we will send you the details of the transaction so you can ask your provider.

3. Where the money goes

By default, refunds go back to the payment method you used at checkout. We cannot send a refund to a different card, account or person. If you prefer, we can issue the refund as Jersey Den store credit instead, which you can use on any future order. Store credit never expires, so it is a sensible choice if you plan to re-order in a different size later or buy for another pet.

Payment options are shown at checkout; whatever method you used, the refund returns through that same method.

4. What is refunded

• The item price: the amount you paid for each returned item, including any personalisation add-on, such as the $5 sleeve text on a custom owner jersey.
• Shipping: shipping is free on every order to the US, Canada, Australia and New Zealand, so there is no shipping charge to refund.
• Return postage: paid by us through the free return label. If we ever ask you to send something back at your own cost (we do not plan to), we refund that postage too.
• Discounts: if a discount was applied to the order, the refund is the amount you actually paid for the item after that discount.
• Import charges: any duties or fees charged by the destination country are set and collected by that country, not by Jersey Den. Whether they can be reclaimed depends on that country’s rules.

Jersey Den does not collect sales tax at checkout, so there is no sales tax line to refund.

5. Partial refunds and price differences

Most refunds are simple: one item back, its full price refunded. A few cases are partial:

• Part of an order. If you return the dog jersey but keep the throw blanket, only the dog jersey is refunded.
• One piece of a matching set. A set is one product. If you want to keep one piece and return the other without an exchange, email us; we will offer a partial refund for the returned piece based on the price of that piece as a single product, or an exchange.
• Exchange to a cheaper option. If you swap a 2XL dog jersey for an XL, the $3 difference is refunded within 7 days of receiving the return.
• Items returned in poor condition. If a returned item arrives chewed, scratched through or heavily worn beyond trying on, we will email you with photos before deciding on any reduced refund. We never deduct anything without telling you why.

6. Personalised jerseys and refunds

A jersey with your pet’s name and number is refundable like any other item if you return it within 60 days of delivery. There is one difference worth knowing: a spelling mistake you typed into the Name field (“BISCUT” instead of “BISCUIT”) counts as a change-of-mind return, not as our mistake. You return it with the free label and receive a refund of the price you paid, then order again with the correct spelling. A mistake we made in printing is replaced or refunded at no cost, as in section 1.3.

7. Payment disputes and chargebacks

If something has gone wrong with an order, please email us before opening a dispute with your bank or payment provider. Most problems are solved within a day or two by email, and a refund from us reaches you the same way a dispute would, usually faster. If a dispute is opened while we are already processing a refund for the same order, we will share our refund confirmation with the payment provider so you are not refunded twice and the case can close.

8. Store credit

Store credit is an alternative to a refund to your payment method, never a replacement you are forced to accept. It is issued in US dollars, never expires and can be used on any product. If you have store credit and are not sure of the balance, email us with your order number and we will tell you.

9. A worked example

You ordered the Good Boy & Human Matching Jersey Set with a dog size M and an owner size 2XL. The owner jersey fits; the dog jersey is too short in the back for your long-bodied mix. You email us on day 12 after delivery and ask to exchange the dog piece for an L. We send a free return label; you send the M back; the L ships free. Nothing is charged and nothing needs refunding. If instead you decide to return the whole set, the full price you paid is refunded within 7 days of the set reaching us.

10. Refunds on gifts

Refunds always go to the person who paid for the order, through the payment method they used. If you received a Jersey Den jersey as a gift and want to return it, we will happily arrange an exchange for you, or issue store credit in your name; a refund of the money goes to the buyer. If you bought a gift and the recipient sends it back, we will let you know when the return arrives and send the refund to you within 7 days.

What if my refund is for an order that was partly a gift?

Treat each item separately. The refund for any item that comes back goes to the buyer’s payment method; items that stay with the recipient are not affected. Tell us which items are coming back and from which address, and we will match the parcel to the right order.

11. Following the progress of your refund

You will hear from us at each step, by email, from the address [email protected]:

1. Request received: we confirm what you asked for (refund, store credit or exchange) and send the free return label if a return is needed.
2. Return received or claim accepted: we tell you the refund is approved and the amount.
3. Refund sent: within 7 days of approval we confirm that the refund has been sent, with the amount and the method.

If more than 7 days have passed since your return reached us and you have not had the third email, check your spam folder and then write to us with your order number. We will look into it the same business day we read your message.

12. Things we never do

• We never charge a restocking fee.
• We never charge for the return label within the 60-day window.
• We never refuse a refund only because an item was personalised.
• We never deduct money from a refund without first explaining why by email.
• We never make store credit expire.

13. Contact us about a refund

Email [email protected] with your order number, or use our Submit a Ticket page. We answer within 24 hours on business days. For more answers, visit the Help Center or the FAQs.

Jersey Den, 1305 Wall St, South Bend, IN 46615, US. These terms are part of our Terms of Service.