Refund policy
Return and Refund Policy for JellyCoUSA LLC
Effective Date: February 3, 2026
At JellyCoUSA LLC, we are dedicated to providing high-quality direct-to-consumer (D2C) personal care products and branded merchandise that delight our customers. We believe the customer is always right when it comes to ensuring your experience with us is positive and hassle-free. However, as a small startup, we must balance exceptional service with sustainable practices to continue innovating and growing. This policy outlines our guidelines for returns and refunds, designed to protect both you and us while adhering to industry standards.
This policy applies to all purchases made directly through our website (jellycousa.com or applicable domain). By placing an order, you agree to these terms. We reserve the right to update this policy at any time; changes will be posted here.
What Can Be Returned or Refunded?
We accept returns and refunds within 30 days of your delivery date for eligible items. Eligibility depends on the product category, as personal care items involve hygiene and safety considerations that differ from general merchandise.
|
Category |
Eligible for Return/Refund |
Conditions |
|
Personal Care Products (e.g. face cosmetics, skincare) |
Unopened and unused items in original, resealable packaging with initial wrapping still intact.
Defective, damaged, or incorrect items (e.g., broken/shattered upon arrival). Photos required. |
Must be in new condition; no returns for opened products due to health and safety risks (contamination prevention). You will return your product via our pre-paid shipping label. If you return the item without using our pre-paid label you will not be eligible for a refund. The cost of shipping will be deducted from your refund amount.
For defects/damage: Full refund including original shipping costs. We'll cover return shipping via a prepaid label. If you return the item without using our pre-paid label you will not be eligible for a refund. |
|
Branded Merchandise (e.g., stickers, apparel, accessories) |
Unused items with original tags/labels attached.
Defective or incorrect items. Photos required. |
Must be in new, unworn condition with all tags. You will return your product via our pre-paid shipping label. If you return the item without using our pre-paid label you will not be eligible for a refund. The cost of shipping will be deducted from your refund amount.
For defects/damage: Full refund including original shipping costs. We'll cover return shipping via a prepaid label. If you return the item without using our pre-paid label you will not be eligible for a refund.
|
Note on "Gently Used" Items: Unlike some larger retailers, we do not accept returns of gently used personal care products to minimize waste, ensure product safety, and protect our small business from potential losses. This aligns with hygiene-focused policies common in D2C beauty brands.
What Is Not Eligible?
To keep things fair and protect our resources:
- Opened or used personal care products: Due to hygiene regulations and the risk of contamination, these cannot be returned or refunded, even if unused beyond opening.
- Change of mind or preference: We cannot process refunds solely because you don't like the scent, texture, or results. Our products are crafted with care, but personal preferences vary.
- Items damaged due to misuse, improper storage, or unauthorized alterations
- Final sale items: products marked as final sale are non-returnable.
- Shipping delays or carrier issues: We partner with reliable carriers, but once shipped, responsibility shifts to them. Please contact the shipping carrier for tracking support.
How to Request a Return or Refund
- Contact Us Promptly: Email info@jellycousa.com with your order number, item details, and photos of the product (regardless of damaged or not). If there is damage to your item(s), you must reach out to us within 5 business days of package delivery date. For other returns, you must reach out within 30 business days of package delivery date. We'll respond within 3 business days to approve and guide you through next steps.
- Pack Securely: Use the original packaging if possible. Please include all inserts that were included in the original packaging.
- Ship Back: For approved returns, we'll email a prepaid shipping label with instructions for your return. Drop off at your carrier (e.g., USPS/UPS). You are responsible for return shipping costs unless the return is due to product damage/defect.
- Inspection: Upon receipt of your item(s), we'll inspect and process your return. We aim to make this process simple. Our team is here to help and we encourage reaching out before assuming a return is needed.
Refund Processing
- Timeline: Once approved and received, refunds are issued within 5-7 business days to your original payment method (credit card, PayPal, etc.). We are only able to refund to the original payment method. Note: It may take 3-7 additional business days for your bank/card issuer to reflect it.
- What’s Refunded: Full product price at the time of purchase. Original shipping costs are only refunded for damages/defects.
- Store Credit Option: If preferred, we can issue credit (valid for 1 year) instead of a refund.
Additional Notes
- Lost or Stolen Packages: We require a police report for claims and you will need to reach out to the shipping carrier to file a claim with them to investigate further.
- Bulk or Wholesale Orders: Subject to separate terms. Please contact us for details.
- Disputes: If you feel we've missed something, we're happy to review. For unresolved issues, we encourage mediation before escalation.
We truly appreciate your understanding. This policy allows us to keep prices low, invest in quality ingredients, and sustain our mission as a startup. If your order arrives broken or wrong, we're on it immediately to make it right. Questions? Email info@jellycousa.com
We thank you for supporting JellyCoUSA LLC. We would not be here without you. God Bless.
Sincerely,
The JellyCoUSA Team