Refund policy

Handmade Disclaimer & Non-Quality Issues

The following examples describe possible handmade variations; they are not a blanket decision on an individual claim. We assess the reported condition against the product listing and the evidence supplied. Leaks, structural damage and suspected quality problems are reviewed separately. Appearance variations do not remove eligibility for an unused return that meets the conditions below.

• Ball Skin Characteristics: The ball skin may have minor factory characteristics, such as slight glue marks, cracked skin appearances, or blur (runoff from the rubber molding). These are normal, unavoidable phenomena during production.
• Appearance Changes: The latex exterior will naturally develop a white mist/cloudy effect after being filled with liquid. It will not remain as bright or glossy as when it was first photographed or filmed.
• Batch Variations: The filling primer is entirely hand-formulated. Therefore, the hand feel and color will vary slightly from batch to batch. Temperature changes will also directly affect the feel of the filling.
• Color Differences: Product photos and videos are taken under strong lighting, so the actual physical item may appear slightly darker. Display parameters on different mobile phones or monitors will also cause perceived color differences. The actual product color shall prevail.
• Durability & Minor Defects: These stress-relief toys are playful items, not indestructible works of art, and minor defects may exist. They are not made of rigid materials. Playing with the toy for an extended period or using excessive force will cause it to break. Please handle and play with care!
• Scent: Because the stress-relief toys are sealed with glue, they will naturally have a glue scent. If you are highly sensitive to smells, please purchase with caution.

30-Day Returns: Item and Packaging Conditions

• Email your request within 30 calendar days after delivery. You do not need to complete the return within those 30 days.
• The item must be unused and unplayed with, clean, complete and in its original condition, without stains, odors, damage or deformation that affects resale.
• Keep the original retail packaging, inner packaging, labels and supplied accessories complete and in resale-ready condition. Send clear photos showing their condition and any openings or seals for review.
• Opening the outer shipping carton to inspect your delivery does not by itself affect eligibility. Opening retail or inner packaging is assessed against these objective condition requirements; it is not automatically proof of use.
• Include your order number or other proof of purchase. Gift cards are not physical returnable items.

Used-item wear and accidental damage do not qualify as ordinary unused returns. Possible arrival or quality issues are assessed under the separate quality-help process, rather than automatically treated as misuse.

How to Request an Ordinary Return

1. Apply within 30 days of delivery. Email service@jellymood.com with your order number and clear photos of the item, original retail packaging, inner packaging and outer packaging.
2. Wait for review and instructions. If approved, we email the designated return warehouse address and return instructions. We provide the actual destination before you decide to post; this does not imply a warehouse in your country. Please wait for the instructions before sending anything.
3. Post within 7 calendar days after receiving the address and instructions. This is a sending deadline, not a deadline for warehouse arrival. Use a tracked service and keep proof of postage.
4. Inspection and refund initiation within 15 calendar days of warehouse receipt. We inspect the return and, if eligible, initiate the refund to the original payment method within that same period. Your payment provider may take additional time to credit it.

We aim to reply to your email within 24 hours. If further information is needed, we will explain the next step.

7-Day Arrival & Quality Help

For arrival damage, leaks, incorrect or missing items, or a possible quality issue appearing during early normal use, contact us within 7 days of receipt. Include your order number, clear photos, a short description and when the problem first appeared. An unboxing video is helpful when available, but is not required. A short video may be requested if photos cannot show the issue.

Approved replacements include the affected item and standard replacement shipping at our cost, without requiring another purchase. Where a suitable replacement is unavailable, we discuss an alternative or refund for the affected item. If we require a return for an approved arrival, incorrect-item or quality case, we provide instructions and cover necessary return postage.

Problem items do not need to satisfy ordinary unused-return/resale conditions, and ordinary customer-paid return postage is not automatically applied to quality cases. If evidence shows a problem was present on arrival or appeared early but you contact us slightly later, we can review the case. A replacement that also arrives damaged or appears defective is reviewed on its facts rather than automatically rejected.

Support Through Day 30 and Care+

Through day 30 after receipt, contact us for care advice, problem assessment, after-sales questions and eligible unused returns. The 7-day and 30-day periods both start at receipt; they do not add up to 37 days or guarantee free replacement/refund of every used-item break.

Care+ is a separate optional service. If your order includes Care+, its separately stated terms apply to additional benefits. Basic quality help and eligible unused returns are available without Care+. This policy does not change Care+ entitlements or plan-fee terms.

Return Shipping Costs

• For ordinary change-of-mind returns, you pay return postage at the carrier's actual rate. We do not set a fixed return-postage charge or add a handling fee.
• Approved arrival damage, incorrect-item and quality cases follow the separate process above. We cover necessary return postage when we require a return in these cases.

Refunds

Refunds for eligible accepted items are based on the amount actually paid after applicable discounts and are sent to the original payment method. For ordinary returns, inspection and refund initiation are completed within 15 calendar days after warehouse receipt; this is not a promise that funds will arrive within 15 days.

Your bank or payment provider may take additional processing time. If the refund has not appeared after its processing period, check with your provider and email service@jellymood.com for help.

Original outbound shipping fees are non-refundable for ordinary change-of-mind returns. Arrival, incorrect-item and quality cases follow the separate applicable resolution rather than automatically using the ordinary-return fee rules.

If a returned item does not meet the stated conditions, we will share inspection evidence, explain the reason and contact you about available options before taking further action.

Order Cancellations

• Orders may be canceled if you contact us promptly after purchase.
• If payment has been completed but the package has not yet been shipped, you may cancel your order before delivery, and we will issue a full refund.
• Once the package has been shipped, the order cannot be canceled.