Refund policy

JellyPrim care about every customer’s experience and handle each case fairly and promptly.Please read the following policy carefully before requesting a return.

1. Return Window

  • Returns are accepted within 30 days of delivery.

  • Please contact us within 7 days if the item is defective, damaged, or incorrect upon arrival.

2. Eligibility

To qualify for a return:

  • The item must be unused, unopened, with hygiene seals and original packaging intact.

  • Proof of purchase (order number or receipt) must be provided.

  • For skincare products, due to hygiene regulations, opened or used items cannot be returned or refunded, unless there is a verified quality issue.

3. Non-returnable Items

We do not accept returns for:

  • Opened or used skincare products.

  • Items without intact hygiene seals.

  • Gift cards, samples, free gifts, and final-sale items.

  • Partial returns from sets or bundles unless pre-approved by our team.

4. How to Start a Return (RMA Process)

  1. Contact our customer service team at support@jellyprim.com with:

    • Order number

    • Product name/SKU

    • Quantity

    • Reason for return

    • Clear photos or videos, including:

      • Unboxing video (required)

      • Product packaging and condition

      • Batch number and expiry date

      • Defect or damage close-ups (if applicable)

  2. Wait for RMA approval before shipping anything back.

    Packages sent without RMA approval will not be accepted.

  3. The return address will be provided after approval via email.

5. Return Shipping & Fees

  • Customer-change reasons (e.g., ordered by mistake, changed mind):
    Return shipping is paid by the customer; original shipping fees, duties, and taxes are non-refundable.

  • Quality-related issues (e.g., damaged, defective, or wrong item):
    JellyPrim will cover return shipping or provide a free replacement.

6. Damages or Incorrect Items

Please inspect your order upon arrival.
If the product is damaged, defective, or incorrect, email support@jellyprim.com within 7 days of receiving it.
Include your order number and clear photos/videos as evidence.
Once verified, we will issue a replacement or a full refund.

7. Bundles, Sets & Gifts

  • Bundles and promotional sets must be returned in full.

  • Free gifts associated with a promotion must also be returned; otherwise, their retail value may be deducted from your refund.

  • For partial returns (if approved), the refund will be pro-rated based on the actual amount paid after discounts.

8. Exchanges

We do not process direct exchanges.
If you wish to replace an item, please submit a return request first, then place a new order after your refund or replacement is approved.

9. Order Cancellation

Orders can only be canceled before fulfillment begins (usually within 1 hour after payment).
Once an order is processed or shipped, cancellation is not possible.

10. Lost or Undelivered Packages

If your package is lost or mishandled by the courier, please first contact the carrier using your tracking number.
Once the courier confirms loss or misdelivery, contact us at support@jellyprim.com.
We will arrange a replacement or refund within 5 business days after verification.

11. Customs, Duties & International Returns

  • Customers are responsible for all customs taxes, import duties, VAT, or administrative fees.

  • Such charges are non-refundable, even if an order is returned or refused.

  • For international returns, mark the parcel clearly as “Returned goods – no commercial value” and include your RMA number.
    Fees arising from incorrect declarations may be deducted from the refund.

  • Refused or unclaimed shipments will be refunded minus original shipping and any return/customs fees (unless caused by our error).

12. Refund Processing

Once your return is received and inspected:

  • We will notify you of the approval or rejection within 5 business days.

  • If approved, the refund will be issued to your original payment method within 10 business days.
    (Please note your bank or card issuer may take additional time to process the refund.)

  • If more than 15 business days have passed since your return was approved, please contact us at support@jellyprim.com.

13. Contact Us

If you have any questions about returns, refunds, or product quality issues:
Email: support@jellyprim.com
Response time: within 5 business days (Mon–Fri)