Return & Refund Policy

Return & Refund Policy

Last Updated: December 5, 2025
Thank you for shopping at JellyoCat. We want you to be fully satisfied with your purchase. This Return & Refund Policy explains how returns and refunds are handled.

1. Return Window

Customers have 30 days from the date of delivery to request a return.

2. Return Eligibility

You may request a return if the item is:
  • Damaged upon arrival
  • Defective
  • Incorrect (wrong item received)
  • Significantly not as described on our website
We do not accept returns for:
  • Change of mind
  • Used or washed items
  • Items without original packaging
  • Items damaged by the customer
  • Clearance or final-sale items (if applicable)

3. Return Conditions

To qualify for a return, the item must meet the following conditions:
  • The item must be unused and in its original condition.
  • Original packaging must be included.
  • You must provide photos of the issue (damaged/defective/wrong item) as proof.

4. Return Process

To start a return, please email us at:
Your email request must include:
  • Your order number
  • Photos of the item clearly showing the issue
  • A detailed reason for the return
Our team will review your request and provide return instructions, including the return shipping address, within 1-2 business days.

5. Return Shipping Cost

•If the product is damaged, defective, or incorrect: We will cover the return shipping cost.
•For all other accepted returns: The customer is responsible for the return shipping fees.

6. Refund Process

Once we receive and inspect the returned item:
•Approved refunds will be processed within 5–7 business days.
•Refunds are issued back to the original payment method used at the time of purchase.
•Shipping fees (if any) are non-refundable.

7. Exchanges

We only replace items if they are damaged, defective, or incorrect. Exchange requests follow the same process as returns (see Section 4).

8. Late or Missing Refunds

If your approved refund has not been received after the processing time:
1.Check your bank or PayPal account again.
2.Contact your bank or payment provider, as processing times can vary.
3.If the issue is still unresolved, contact us at  for assistance.

9. Contact Us

For all return and refund inquiries, please contact us:

Store Name: JellyoCat
Support Email: jellycatglobal@gmail.com
Phone Number: +1 929-652-6173
Business Address: 3205 North Ave, Richmond Virginia 23222, United States
Business Hours:
  • Monday – Saturday: 9:00 AM – 7:00 PM (EST) 
  • Sunday: Close
Response Time: We aim to respond to all inquiries within 24 Hours.