JELOSTONE Return & Refund Policy

Last updated: November 2025

General Policy

At JELOSTONE, we stand behind the quality of every product we make. If your order arrives damaged, incorrect, or you simply need to return it, please contact our support team — we’ll guide you through the process step-by-step.

All return requests must be submitted by email and pre-approved before shipping items back. Unauthorized returns may be refused or delayed.

How to Request a Return

To start a return, simply email 📧 info@jelostone.com with the following information:

  • Your order number
  • Your name and shipping address
  • A description of the issue (wrong size, damaged, not needed, etc.)
  • Photos if the item arrived damaged or defective

Our team will review and reply within 1–2 business days with instructions and a return shipping label (if applicable).

Return Eligibility

To be eligible for a return, your item must:

  • Include all screws, seals, and hardware parts and be in original packaging.
  • Be returned within 30 days of delivery.

Non-Returnable Items

We cannot accept returns for the following:

  • Products that have been modified, altered, or cut by the customer after delivery (for example: shortened thresholds, drilled holes, trimmed seals, or cut-down door bottoms).
  • Custom-made or special-order items produced to non-standard sizes, finishes, or configurations.
  • Clearance, discounted, or final-sale items.

Shipping Labels & Costs

After your return request is approved:

  • If the return is due to JELOSTONE’s error (defective, wrong, or damaged item), we will email you a prepaid shipping label.
  • If the return is for other reasons (wrong size, changed mind, ordered by mistake), you may choose to:
    • Use your own shipping method, or
    • Request a JELOSTONE discounted return label — the cost of that label will be deducted from your refund.

For all returns:

  • Please use a trackable carrier (UPS, USPS, FedEx).
  • Package the product securely to prevent damage in transit.

Refunds

Once your return is received and inspected, we’ll send you an email confirming receipt and refund status.

Approved refunds will be issued to your original payment method within 3–5 business days.