We want every Jellbi order to arrive happy, safe, and exactly as expected.
If something is not quite right, we are here to help.
First Things First
If there is an issue with your order, please contact us before returning anything at
hello@jellbi.com.au
Returns sent without prior contact may not be identified correctly and could delay or void your request.
Change of Mind
Because Jellbi products are food items, we are unable to accept returns or offer refunds for change of mind.
When Something Goes Wrong
If your order arrives damaged or you receive the wrong product, let us know within 30 days of delivery.
To help us sort things quickly, please include:
- Your order number
- The product name
- A short description of the issue
- Clear photos of the product and packaging
Please hold on to the item and do not dispose of it until we confirm next steps.
If the issue is verified, we will arrange a replacement of the same value.
In these cases, we will cover all shipping costs.
Returning Products
In some situations, we may ask for the product to be returned before issuing a replacement or refund.
Any item sent back must be:
- Unopened and unused
- In original packaging
- With all seals intact
- In resalable condition
All returned products are inspected once received.
Refunds
If a refund is approved:
- Refunds are processed to the original payment method
- Original shipping fees are not refundable
- A $10 AUD handling fee will be deducted from the refunded amount
Please allow up to 10 business days for the refund to appear, depending on your payment provider.
Return Shipping
Unless the product is confirmed to be faulty or incorrect, return shipping costs are the responsibility of the customer.
If you are asked to return an item and pay for postage, keep your receipt.
We may request this for review.
We recommend using tracked postage, as we cannot take responsibility for items lost on the way back to us.
Address Issues
Please double check your delivery details at checkout.
If a parcel cannot be delivered or is returned to us due to an incorrect or incomplete address,
a $10 AUD re-delivery fee will apply.
Things We Cannot Refund
Unfortunately, we cannot offer refunds or replacements for:
- Items that have been opened, used, or tampered with
- Parcels lost, stolen, or delayed once in the courier’s care
- Orders seized or held by customs
- Items returned without contacting us first
Your Consumer Rights
Nothing in this policy affects your rights under Australian Consumer Law.
If a product is faulty, not as described, or unfit for purpose, you are entitled to a remedy in line with the law.
Need a Hand?
Questions or concerns? Reach out anytime at
hello@jellbi.com.au
We are always happy to help make things right.
