Refund policy
Returns & Refunds Policy
We want you to be happy with your JellyFluff purchase. Please read the following policy carefully before requesting a return or refund.
1. Return Eligibility
Returns may be requested within 30 days of delivery.
To be eligible for a return, the item must:
- Be unused or only reasonably inspected and remain in its original condition
- Show no signs of excessive wear, damage, stains, odors or misuse
- Include all original accessories, straps and packaging
- Have been purchased directly from JellyFluff.com
Items returned without prior approval may not be accepted.
To start a return, please contact us at support@jellyfluff.com.
Once your return has been approved, we will provide you with the applicable return instructions.
2. Personalized Items
Products personalized with a name, initials, word or icon are made specifically for you and are therefore final sale.
Personalized items are not eligible for returns, exchanges or refunds due to change of mind, personal preference or incorrect personalization details submitted by the customer.
If your personalized item arrives damaged, defective, incorrect, or with a personalization that does not match your confirmed order due to an error on our part, please contact us at support@jellyfluff.com and we will make it right.
3. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, incorrect, or with an incorrect personalization caused by us, please contact us as soon as possible after delivery.
To help us assess the issue, we may request:
- Your order number
- Clear photos of the product
- Photos showing the affected area
- Photos of the packaging
- A short video where reasonably necessary
Please keep the product and all original packaging until your claim has been resolved.
If the issue is confirmed, we may offer a replacement, refund or another appropriate solution depending on the circumstances.
If a return is required due to a confirmed defect, damage, incorrect item or incorrect personalization caused by us, JellyFluff will cover the reasonable return shipping costs or provide appropriate return instructions.
4. 30-Day Money-Back Guarantee
Our 30-Day Money-Back Guarantee applies only to non-personalized JellyFluff products.
If you purchased a non-personalized item and decide JellyFluff is not right for you, simply contact us within 30 days of delivery.
No explanation is required.
We may ask for clear photos of the item solely to document its condition before approving the return.
Once approved, the product must be returned to us before a refund can be issued.
5. Return Shipping
For standard returns and returns made under our 30-Day Money-Back Guarantee, return shipping costs are the responsibility of the customer.
If the return is due to an item that arrived damaged, defective, incorrect, or with an incorrect personalization caused by us, JellyFluff will cover the reasonable return shipping costs or provide appropriate return instructions.
Original shipping fees, express delivery charges and other shipping-related costs are non-refundable unless the return is due to an error on our part or applicable law requires otherwise.
We strongly recommend using a tracked shipping service for customer-funded returns.
JellyFluff is not responsible for return shipments that are lost or damaged before reaching the designated return location.
Please do not send a return to any address before receiving return instructions from us from support@jellyfluff.com
6. Refunds
Refunds are issued only after the returned product has been received and inspected by us.
Once your return arrives, we will inspect the item to confirm that it meets the applicable return requirements.
If approved, your refund will be issued to the original payment method.
Please note that banks and payment providers may require additional time to process and display the refund after it has been issued by us.
Original shipping fees, express delivery charges and customer-paid return shipping costs are non-refundable, unless the return is due to an error on our part or applicable law requires otherwise.
7. Non-Returnable Items
The following are not eligible for return or refund unless they arrive damaged, defective or incorrect, or applicable law requires otherwise:
- Personalized or customized products
- Items showing excessive signs of wear or use
- Items damaged after delivery
- Items altered or modified by the customer
- Items returned without required accessories or components
- Items returned outside the applicable return period
8. Exchanges
We do not guarantee direct exchanges.
If you would like a different color or style, please contact us at support@jellyfluff.com.
Depending on the circumstances, we may ask you to return the original item and place a new order.
Personalized products cannot be exchanged due to change of mind or personal preference.
9. Order Cancellations
We process orders as quickly as possible.
If you need to cancel or change an order, please contact us immediately at support@jellyfluff.com.
We cannot guarantee that changes or cancellations will be possible once processing has started.
Once personalization has begun, the order can no longer be cancelled.
10. Contact Us
For questions regarding returns, refunds, damaged products or incorrect orders, please contact:
Please include your order number so we can assist you as efficiently as possible.
This policy does not limit any consumer rights that cannot legally be excluded under applicable law.