Refund policy
Last updated: May 7, 2026
We want you to love your Jellice routine. If something isn’t right, we’re here to help — this policy explains how returns, refunds, and exchanges work.
30-day return window
You may request a return within 30 days of the delivery date. After 30 days we can no longer accept returns or issue refunds, except where required by law.
What can be returned
To be eligible for a refund, items must be:
- Unused and unopened, with all original packaging, seals, and any free gifts intact.
- In the same condition as you received them.
- Accompanied by your order number (in your confirmation email).
Items that can’t be returned
- Opened or used skincare products (for hygiene and product-safety reasons), unless the product is faulty.
- Gift cards.
- Items marked as final sale or non-returnable on the product page.
- Items returned more than 30 days after delivery.
How to start a return
- Email info@jellicecollagen.com within 30 days of delivery with your order number and the reason for the return.
- We’ll reply within 1–2 business days with return instructions and the address to ship to.
- Pack the item securely in its original packaging and ship it back using a carrier that provides tracking. Keep your tracking number until the return is processed.
Please don’t ship items back to us before receiving a return confirmation — we’re unable to process unannounced returns.
Return shipping costs
If your return is due to our error — you received the wrong item, a damaged item, or a defective product — we’ll cover return shipping and send you a pre-paid label.
For all other returns (change of mind, didn’t suit your skin, etc.), return shipping is the customer’s responsibility. We recommend a tracked, insured service. Original outbound shipping fees are non-refundable.
Damaged, defective, or wrong items
If your order arrives damaged, defective, or with the wrong item, please email us at info@jellicecollagen.com within 7 days of delivery with:
- Your order number
- A photo of the item and its packaging
- A short description of the issue
We’ll arrange a replacement or full refund (including original shipping) right away.
Refund timing & method
- Once your return is delivered to us and inspected, we’ll email you to confirm whether your refund has been approved.
- Approved refunds are processed within 5 business days back to your original payment method (the same card, Shop Pay account, PayPal, etc.).
- It can take an additional 5–10 business days for the refund to appear on your statement, depending on your bank or payment provider.
- Discounts and store credits used on the original order will be reissued where possible.
Exchanges
The fastest way to exchange a product is to:
- Place a new order on jellicecollagen.com for the item you want.
- Return the original item under the steps above for a refund.
This way you receive the new product as quickly as possible without waiting for the return to be processed.
Lost or stolen packages
If a tracking page shows your package as delivered but you haven’t received it, please:
- Check with neighbours, building reception, and any safe drop-off spots.
- Wait 1–2 business days — carriers occasionally mark a parcel delivered before it physically arrives.
- Contact us at info@jellicecollagen.com within 7 days of the “delivered” scan. We’ll help open a claim with the carrier and find a resolution.
Order cancellations
Once an order is placed, our fulfillment partner begins preparing it quickly so we can ship to you within 1–2 business days. If you need to cancel, email us right away — we’ll do our best, but we can’t guarantee cancellations once the order has been picked.
EU & UK customers — your statutory right of withdrawal
If you are based in the European Union or the United Kingdom, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason. To exercise this right, email us at info@jellicecollagen.com. Items must be returned in unused, unopened condition. Cosmetics that have been unsealed are excluded from this right of withdrawal under applicable consumer-protection law for hygiene reasons.
Questions?
We’re a small, hands-on team and we read every email. Reach us at info@jellicecollagen.com and we’ll get back to you within 1–2 business days.