Last Updated: December 2025
Thank you for shopping with Jellora.
We are committed to providing a smooth shopping experience with fair and transparent return and refund terms.
Please read the following Return Policy, created based on our service commitments.
1. Free Returns Within 90 Days
You may request a return within 90 days of receiving your order if:
- The product is damaged
- The product is defective
- The wrong item was delivered
- The item does not match the description
All eligible returns within 90 days are free.
2. Refund If Package Is Lost
You are fully protected in case your package does not arrive.
You will receive a full refund if:
- The package is officially confirmed lost
- Tracking does not update for an extended period
- The item never arrives
3. Refund If Items Are Damaged
If your item arrives damaged, you are eligible for:
- A full refund, OR
- A free replacement
You will need to provide:
- Photos or videos of the damaged product
- Your order number
4. Refund If No Delivery in 35 Days
If your order does not arrive within 35 days, you may request:
- A full refund, OR
- A reshipment at no cost
This applies automatically—no extra requirements.
5. Delivery Delay Compensation
If your delivery is delayed (arrives later than the estimated delivery window), you may receive:
- A US $1.30 coupon code as compensation
This coupon can be used on your next purchase.
6. Conditions for Non-Returnable Items
The following cannot be returned:
- Items damaged due to customer misuse
- Items without proof of purchase
- Final-sale or clearance items
- Hygiene-related products if opened
7. How to Request a Return or Refund
To submit a request, contact us at:
Include:
- Your name
- Order number
- Description of the issue
- Photo/video evidence (if applicable)
Our team will respond within 24–48 hours with the next steps.
8. Refund Processing Time
Once your return or refund is approved:
- Refunds are processed within 3–7 business days
- You will receive an email notification once the refund is completed
- Refunds are issued back to the original payment method
9. Replacement Option
Instead of a refund, you may choose:
- A replacement item
- A different product (price differences may apply)
In cases of damaged or defective products, returning the item is usually not required, depending on supplier rules.
10. Contact Information
For all return and refund matters:
We are here to assist you.