Refund policy

At Jelis Beauty, we want you to be completely satisfied with your purchase. This policy explains your rights and obligations if you wish to cancel or return an order, and what to do if there’s an issue with your product.

This policy applies to all purchases made through our official website, www.jelis.com.au
If you have purchased Jelis products from another authorised retailer, please contact them directly regarding their return procedures.

1. Cancelling or Changing Your Order

We endeavour to process and dispatch orders as quickly as possible.
If you wish to cancel or change your order, please contact us immediately by emailing info@jelis.com.au quoting your order number.

If your order has already entered the dispatch process, we will be unable to modify or cancel it.

2. Returns Period and Conditions

We do not provide pre-paid return labels.

To qualify for a refund or exchange:

  • You must request a return within 30 days from the date of delivery; and
  • The returned parcel must arrive back at our warehouse within 30 days of that date.

Returned items must be:

  • Unused and in their original, unopened packaging;
  • Accompanied by proof of purchase; and in new, resaleable condition.

Products purchased as part of a gift pack or promotion must be returned as a complete set.
Items that have been opened, used, or tampered with cannot be refunded for change of mind.

3. Issues With Your Order

If there is an issue with your order, please contact us within 7 business days of receiving your delivery and include:

  • Your order number;
  • A description of the issue; and
  • A clear photo of the product in question.

We will respond within 48 hours and may arrange an exchange, replacement, or refund depending on the circumstances.

Damaged or Faulty Items

If a product arrives damaged or faulty, Jelis will replace, exchange, or refund the item upon inspection.

Incorrect Items Received

If you receive an incorrect product, we will arrange a replacement within 7–10 business days upon return of the incorrect item. Products must be unused and in saleable condition.

Allergic Reactions

If you experience an allergic reaction to a Jelis product, please discontinue use immediately and contact our team. We will assess your situation and, if appropriate, offer a replacement or refund.

4. How to Start a Return

Confirm you meet our return conditions above.

Contact our Customer Service team via our Contact Us page or by email at info@jelis.com.au

Include the following details:

  • Order number
  • Full name and address
  • Date of purchase
  • Product(s) you wish to return
  • Reason for return
  • Product condition (unopened, used, damaged, faulty)

A customer service representative will contact you within 48 hours with return instructions.

For change of mind returns: You’ll be asked to provide a return tracking number.

For damaged, faulty, or incorrect items: You may be asked to provide a photo and additional details.

Package your return securely using the original packaging if possible.
The parcel must be posted within 30 days of delivery to qualify for a refund.

You can track your parcel via Australia Post using your return tracking number.

Once the returned item is received and inspected, we will notify you by email.
Approved refunds will be processed within 10 business days to your original payment method.

5. Refunds and Exchanges

We will fully refund or replace any Jelis product if it:

  • Is faulty or damaged;
  • Has caused an abnormal skin reaction; or
  • Was sent in error.

Refunds are made in the same form as the original payment and cover the cost of the goods only (excluding freight or shipping fees).

Products purchased on promotion or at a discounted price will be refunded for the amount paid, not the full retail price.

6. Exclusions

No refunds or exchanges will be accepted where:

  • The product has been opened, used, or damaged after delivery;
  • The request is made beyond 30 days from dispatch;
  • The purchase was made through an unauthorised retailer; or
  • The product was part of a bundle and not returned as a complete set.

All claims are subject to verification and approval at Jelis’s discretion. We reserve the right to refuse, or limit returns that appear excessive or abusive.

7. Review of Terms

This policy may be updated periodically to reflect business or legal requirements.
Each order will be governed by the version of the policy in effect on the date of purchase.

8. Contact Us

For assistance with returns, exchanges, or refunds, please contact our Customer Care team:

Email: info@jelis.com.au
Phone: 1800 188 201
Address: 2/97 Cochranes Rd, Moorabbin VIC 3189, Australia

Last updated: November 2025