Missing, Wrong, or Damaged Items

Received something that is not right? We are sorry for the inconvenience. Contact support so the issue can be verified and the correct remedy confirmed.

Damaged Items#

1. Take clear photos of the lamp, damage, and packaging.
2. Contact us as soon as possible. Early reporting helps document the issue; 48 hours is not an eligibility cutoff and does not shorten the 30-day promise or statutory rights.
3. Include the order number and photos.
4. Keep the packaging until the team gives verified next steps.

The team will review the evidence before confirming any refund, replacement, reshipment, fee waiver, or return outcome.

Wrong Item Received#

1. Contact us with the order number.
2. Send a photo of what arrived.
3. Keep the item and packaging until the team provides instructions.

The team will compare the ordered and received product, then confirm any return or replacement instructions.

Missing Items or Parts#

1. Check all packaging thoroughly.
2. Verify the order confirmation and current product listing for what should be included.
3. Tell support exactly which item, part, or quantity is missing.

Use current product/catalog evidence for included parts rather than a generic bundle list. The team will verify the issue and confirm the available remedy.

Arrived Broken During Shipping#

Document the lamp and packaging with photos before discarding anything, then contact support. The team will review the evidence and confirm the next step. Do not claim a replacement has been sent unless the backend result proves it.

How to Contact Us#

Email support with the order number, issue description, affected item or part, and relevant photos or video.

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.