The short version, in plain English:
At HELLO JELLO, we want you (and the little ones) to love every bite. If something isn't right, we're here to sort it out.
1Change of mind returns
We accept change of mind returns within 14 days of delivery, provided the product is unopened and in its original, undamaged packaging and in a resaleable condition.
Because HELLO JELLO is a food product, we are unable to accept returns on items that have been opened or partially consumed.
To request a change of mind return, please email hello@eathellojello.com within 14 days of receiving your order, including your order number and reason for return.
Return shipping costs are the responsibility of the customer for change of mind returns. We recommend using a trackable postage method. HELLO JELLO is not responsible for items lost in return transit.
Once we receive and inspect the returned item, we will process a refund to your original payment method within 5 to 7 business days.
2Damaged, faulty or incorrect items
If your order arrives damaged, faulty, or we've sent the wrong item, we sincerely apologise and will make it right straight away.
Please email hello@eathellojello.com within 14 days of delivery with your order number, a photo of the damaged or incorrect item, and a brief description of the issue.
We will arrange a replacement or full refund at no cost to you, including return shipping where required.
3Non-returnable items
We are unable to accept returns on opened or partially consumed products, items returned more than 14 days after delivery, or items not in their original packaging.
4Refund processing
Approved refunds are processed to your original payment method within 5 to 7 business days of us receiving and approving the return. Depending on your bank or payment provider, funds may take a few additional days to appear.
5Your rights under Australian Consumer Law
Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL). Our products come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.
6Contact us
Email us at hello@eathellojello.com. We aim to respond within 1 to 2 business days.
Questions?
If anything here is unclear, we're real humans and happy to help.
Say hello →