returns policy
Last updated: 3 October 2026
Your Right to Return
jelli.world complies fully with the Consumer Contracts Regulations 2013. You have the right to cancel your order and return any item within 14 days of receiving it, without giving a reason.
How to Start a Return
To initiate a return, please contact us within 14 days of receiving your order:
- Email: hello@jelli.world
- Include your name, order number, and reason for return (optional)
Once we confirm your return request, you have a further 14 days to send the item back to us.
Return Conditions
To be eligible for a full refund, returned items must be:
- Unused and in their original condition
- Returned in original packaging where possible
- Free from scratches, marks, or damage caused after delivery
Return Postage
Unless the item is faulty or we made an error with your order, return postage costs are the responsibility of the customer. We recommend using a tracked service, as we cannot accept liability for items lost in transit.
Refunds
We refund within 14 days of receiving the item back, or of receiving your proof of postage if that comes first — usually within 5 business days of the item arriving. Refunds are issued to the original payment method. You will receive a confirmation email when your refund has been processed.
Need it sooner? Send us your proof of postage for the tracked return and we can process the refund immediately — without waiting for the parcel to arrive — for a £2 fee, deducted from the refund.
Faulty or Incorrect Items
If your item arrives damaged, faulty, or is not what you ordered, we will cover the cost of return postage and issue a full refund or replacement at no cost to you. Tell us as soon as you notice — within 30 days of delivery you can reject a faulty item for a full refund. This doesn't limit your statutory rights, including under the Consumer Rights Act 2015 in the UK and the Australian Consumer Law for orders delivered in Australia.
Contact
hello@jelli.world — we aim to respond within 1–2 business days.