Refund policy

Our Promise

We want you to love your purchase. If something isn’t right, we’ll make it right—quickly and professionally.

Return window

  • 30 days from delivery to request a return (U.S. & most countries).

  • EU customers: you also have a 14-day cooling-off period (details below).

Eligibility

To be eligible for a return:

  • Item must be unopened, unused, and in original packaging with any seals and safety film intact.

  • Include order number and, if applicable, lot/batch number found on the bottle/box.

Opened consumables: For safety and quality reasons, opened dietary supplements are not returnable unless covered by our First-Order Satisfaction option (below).

First-Order Satisfaction (optional—include if you want this perk)

  • On your first purchase of a product, if you’re not satisfied, contact us within 30 days of delivery and we’ll provide store credit or a refund (your choice).

  • We may ask for feedback and photos of the product and lot number; in some cases we’ll issue a disposal confirmation rather than requiring a physical return.

  • Limit 1 unit per product for this satisfaction option.

Remove this section if you do not want a satisfaction guarantee.

How to start a return

  1. Email info@getjolli.co with subject “Return Request – Order #[XXXXX]”.

  2. Include reason, photos (if damaged), and lot/batch number.

  3. If approved, we’ll send a Return Merchandise Authorization (RMA), a prepaid return label (where applicable), and packing instructions.

  4. Unapproved packages or returns without an RMA will be rejected.

Damages, defects & order issues

  • Report within 7 days of delivery.

  • For melt-sensitive products (e.g., gummies), contact us the same day if heat damage occurred; include photos of the outer box, inner packaging, ice packs (if any), and product.

  • If we shipped the wrong item or your package was lost or stolen, we will replace or refund after carrier investigation/claim as appropriate.

Exceptions / non-returnable items

We cannot accept returns for:

  • Opened consumables (capsules, powders, gummies, liquids), unless covered by First-Order Satisfaction above.

  • Perishables or temperature-sensitive items showing customer mishandling (e.g., left outside for days in heat).

  • Custom or personalized items.

  • Final-sale / clearance items and gift cards.

  • Hazardous materials, flammable liquids, or gases.

If you’re unsure whether your item is returnable, email info@getjolli.co.

Exchanges

Need a different item? The quickest path is to return the original (if eligible). Once processed, place a new order for the item you want. If we made an error, we’ll cover the exchange shipping.

Subscriptions

  • You can manage, pause, or cancel in your account portal any time before the renewal date.

  • Refunds aren’t issued for shipped renewals; please cancel before renewal to avoid the next charge.

Refunds

  • We’ll email you when your return is received and inspected.

  • If approved, we’ll refund your original payment method (minus any non-refundable shipping, if applicable) within 10 business days.

  • Banks/card issuers can take additional time to post funds. If 15 business days have passed since our approval email, contact info@getjolli.co.

Shipping costs

  • Original shipping is non-refundable unless we made an error.

  • For buyer’s-remorse returns, return shipping may be deducted from the refund (where prepaid labels are provided).

  • If the return is due to our error (wrong item, defect, carrier-confirmed loss), we cover all shipping.

International returns, duties & taxes

  • Duties/taxes paid to customs are non-refundable by us. You may request a refund from your local customs authority where available.

  • International return labels may not be available in all regions; in those cases, customers may be asked to ship at their own cost with tracking.

European Union — 14-day cooling-off period

If your order ships into the EU, you have 14 days after delivery to cancel for any reason.

  • Items must be unopened and in original condition/packaging.

  • Please include the receipt or proof of purchase.

  • We’ll issue a refund within the timelines above once we receive and inspect the return.

Wrong address / undeliverable packages

If a package is returned due to incorrect or incomplete address, we can reship (additional postage may apply) or refund minus shipping.

Contact

Questions? We’re here to help: info@getjolli.co