Refund policy
A. Return Eligibility
We only accept returns if the error was on our side, and if the buyer provides a valid unedited unboxing video showing the package being opened from the outer packaging.
- Requests must be made within 30 days of receiving the item.
- Items must be unused and in original condition.
B. Return Shipping Costs
If the issue is confirmed and the buyer provided a valid unboxing video, Jellyaora will cover return shipping.
Returns are not accepted if:
- There is no valid unboxing video
- Damage was caused by the customer
- The request is submitted after 30 days
C. Non-Returnable Items
The following items are final sale and cannot be refunded or exchanged:
- Made-to-order items
- Custom designs
- Clearance or promotional items
Additional Policies
A. Damaged or Wrong Item Received
Please contact support@jellyaora.com within 30 days of receiving your package.
Include your order number, description of the issue, and an unedited unboxing video. We will help resolve the issue as soon as possible.
B. Order Cancellations or Modifications
To request a cancellation or change to your order, email us at support@jellyaora.com with your order number and request.
Changes are not guaranteed once the order is in production or shipped.
C. Customs, Duties & Taxes
Jellyaora has already partnered with the shipping company to pay all import taxes and fees. Customers do not need to pay any additional import taxes and fees.