Defective Product Review

If your Jellyflow product appears defective, contact info@jellyflow.co so the issue and the appropriate remedy can be reviewed.

Within 30 days of delivery#

The published refund policy describes full refund or free replacement for defective items reported within 30 days. This is a defect-review route, not proof that either action has already happened. State the customer's requested remedy accurately. A supplier-funded free replacement may be offered first, including when a refund is initially requested. Do not force it after refusal or request a reshipment address unless a replacement is actually agreed.

Use order information and evidence already provided. Ask only for a missing detail that is necessary to understand the issue. A short video can help show an operational fault; photos can show damage or missing parts. Do not repeat a completed troubleshooting step or a previously answered question.

Product-specific review#

Resolve the exact product and version before troubleshooting. The current Standard and Wireless Remote Floating Jellyfish Lamps are rechargeable mechanical lamps. Aquarium tank, pump and filling advice does not apply to them. Use only the correct model's documented safe steps. Do not treat feature dissatisfaction, sound sensitivity or a timer as a confirmed defect without examining the actual model and evidence.

After 30 days#

Do not promise automatic warranty eligibility or categorically refuse help. Product issues can still be reviewed, and any applicable rights or case-specific remedy must be checked. Do not invent a separate warranty exclusion or assert that all rights expire at 30 days.

Jellyflow: order-date terms, approved October 17, 2026#

Contact info@jellyflow.co within 30 days of delivery. Sale and discounted items are covered. Reuse details already supplied in the current support thread. A timely request remains timely while support provides next steps.

Select terms using the order's placement timestamp in America/Los_Angeles, never the ticket/contact/refund date. The cutoff is October 18, 2026 at 00:00 America/Los_Angeles (2026-10-18T07:00:00Z). If the order date or applicable value is unknown, obtain backend evidence or human review; do not guess or apply the new fee retrospectively.

Orders placed before the cutoff retain the no-fee terms they were sold with: the October 3 no-questions-asked 30-day promise includes opened/tried and sale items; original packaging is helpful, not a condition. No $10/10% deduction, mandatory partial refund or forced credit. Customer-paid preference-return shipping and verified return arrangements remain the earlier terms; do not invent an address or prepaid label. Any alternative keep-item offer is optional and cannot reduce the eligible no-fee refund.

For orders placed on or after the cutoff, a change of mind usually receives a case-specific partial-refund offer with the customer keeping the item. No fixed 50% amount is prescribed. If that does not work for the customer and they remain unhappy, they still keep the item and receive what they paid minus a processing fee: $10 on orders up to and including $100; 10% on orders over $100. Do not impose three mandatory alternatives, forced store credit, a physical return or invented shipping charges before that remedy. Support confirms the actual amount and customer agreement before authorized processing.

Defective, damaged or wrong items qualify for a free replacement or a full refund, with no processing fee regardless of order date. Preserve Tay's supplier-funded replacement-first preference, even when a refund is initially requested, but do not force a replacement after it is declined or imply customer acceptance. Reuse relevant evidence and completed checks. A 48-hour reporting suggestion is not an eligibility cutoff. Product issues after 30 days retain human review and statutory rights.

No processing fee applies to EU/UK statutory withdrawals. The published withdrawal route is within 14 days of delivery for EU/UK orders, by clear email statement or https://jellyflow.co/pages/withdrawal-request. Statutory rights are not limited by the commercial window or retention offers.

Please do not ship anything back unless our team asks you to. Do not invent return logistics or promise a prepaid label. Exchanges depend on verified availability and agreed model-price differences; the preference-refund fee does not authorize an exchange fee, invoice, shipping charge or unverified swap.

Refunds go to the original payment method, with a published estimate of 5-7 business days after approval; bank posting may vary. A policy entitlement, offer, agreement, approval or supplier message is not proof of processing. Never claim a partial refund/refund completed, replacement arranged or parcel shipped without the corresponding verified backend result. AI refund and free-reship actions remain disabled; use supported human review for execution. Supplier-error and replacement-tracker cost-allocation rules are unchanged. This policy alignment authorizes no customer/teammate messages, refunds, reships, order actions or schedule changes.

Sources: https://jellyflow.co/policies/refund-policy and https://jellyflow.co/pages/refund-policy, live policy read October 17, 2026. These Jellyflow-specific terms override conflicting generic/other-store menus below; no other store's policy is changed.