Refunds

Jello – Refund Policy

At Jello, your experience with our products means everything to us. While we hold quality to the highest standard, we understand that issues can occasionally arise. Below you'll find our clear and fair policy on refunds, returns, and replacements.

⚠️ The products/services on this website are offered by a company based outside the EU. You may therefore find it difficult to exercise your right to a 14-day withdrawal. Please read the terms and conditions carefully for further details.

📦 Orders

If you've already placed an order and an issue arises — don't worry, we've got you covered. Reach out to our support team, briefly describe your concern, and we'll work together to find the right solution.

🚨 Damaged or Incorrect Items

If your product arrived damaged, defective, or incorrect, we'll of course arrange a free replacement.

Please contact us within 15 days of receiving your order and provide:

  • Your order number
  • A clear photo of the product and packaging
  • A brief description of the issue

Once confirmed, we'll send you a free replacement right away.

💸 Refunds

Refunds are processed to the original payment method within 5–7 business days, depending on your payment provider.

🚫 Returns on Opened Supplements

As our products are consumable, we are unable to accept returns or issue refunds for opened or already used products for safety reasons. This policy exists to protect all of our customers — we appreciate your understanding.

Refunds are not available for change of mind, taste dissatisfaction, or individual results on opened products, as outcomes may vary from person to person. Please read the product descriptions carefully and contact us before purchasing if you have any questions.

🕒 14-Day Right of Withdrawal

As a consumer, you have the legal right to withdraw from this contract within 14 days without giving any reason. The withdrawal period begins on the day you, or a third party designated by you, take possession of the goods.

The right of withdrawal applies to unopened and sealed products only. For products whose seal has been broken after delivery, withdrawal is excluded for hygiene reasons.

To exercise your right of withdrawal, please contact us by email at hello@trinkjello.com with a clear statement of your decision to withdraw from the contract.

Please note:

  • Returns are only possible after prior approval from our support team.
  • Return shipping costs are the buyer's responsibility.
  • The refund will be processed within 14 days of receiving your withdrawal notice — provided we have received the goods back or proof of return shipment.

🎁 30-Day Satisfaction Guarantee (Goodwill Policy)

As an additional gesture of goodwill, we offer an extended 30-day window if the product does not achieve the desired effect for you — beyond the statutory right of withdrawal.

Please note:

  • Returns under this goodwill policy are only possible after prior approval from our support team.
  • A handling and restocking fee of €10 will be deducted from any approved return under this goodwill policy, as the product cannot be resold for safety reasons.
  • Refunds will be processed to the original payment method within 5–7 business days after receipt and inspection of the return.

📬 Return Address

Approved returns must be sent exclusively to the following address:

FIVANTA LIMITED Unit 2A, 17/F Glenealy Tower No. 1 Glenealy Central Hong Kong

Important notes regarding returns:

  • Return shipping costs are the buyer's responsibility.
  • As the return address is located outside Germany and the EU, additional customs duties and taxes may apply — these are also the buyer's responsibility. We recommend checking with your local customs office before shipping.

❗ Important Notes

  • Refunds are not issued for individually varying results on opened products.
  • We recommend reading the product details carefully and contacting us before purchase if you have any uncertainties.

Questions? Our customer service team is always happy to help: hello@trinkjello.com or via our contact form.

Thank you for choosing Jello — your trust means everything to us. – The Jello Team