Updated June 28, 2022
This Return and Refund Policy applies to purchases made through the jollyrx.com website or any mobile applications operated by Jolly Technology Portal and its affiliates (“JollyRX”).
While our aim is to reach an amicable agreement between buyers and sellers, this Return and Refund Policy applies to cases where an agreement cannot be reached between the parties.
Orders Fulfilled by JollyRX
This section of the Return and Refund Policy applies to purchases made through JollyRX that are fulfilled directly by JollyRX. Details of the policy for orders fulfilled directly by marketplace sellers are listed below.
Return and Refund Eligibility
Unless further restrictions apply as specified in the relevant product category sections below, the following are acceptable reasons to return a product:
- product or packaging is faulty/damaged or not as advertised/described
- wrong items delivered
- order specifications are different than the agreed requirements
- not shipped in accordance with agreed shipping method or address
- products are counterfeit/fake
- products are expired or near expiry (perishable products are not included)
- “near expiry” means if the product shelf life is longer than one year, the product should have minimum 6 months shelf life on delivery; if the product shelf life is shorter than one year, the product should have minimum 25% shelf life on delivery
- delivery delay
- when a product you ordered from JollyRX becomes unavailable by our sellers (marketplace)
- change in price during the fulfillment (if you place an order and the price was changed/not updated by the seller)
Not including perishable items (for example, fresh food), you may return products within 14 business days from the date the goods were delivered to you.
How to Initiate a Return
To initiate a return, you must send an email to JollyRX Customer Support at firstname.lastname@example.org to open a case by quoting the:
- Order or transaction ID;
- Order value; and
- Reason for return
In the request, you must explain the eligible reason for return and refund, and attach evidence to support the claim (for example, pictures or reports from third parties).
Upon receipt of the email, the JollyRX Customer Support team will create a Return ID, investigate the claim and share the feedback with you within 48 business hours.
If your return case is eligible under the Return and Refund Policy, the necessary actions will be taken and the refund will be processed.
Packing and Sending Returns
For returns, please make sure to carefully repackage the item in its original condition, including all original packaging and materials (instruction manuals, accessories, etc.) If a product is being returned as new but has clearly been used, marked, tampered with or damaged prior to its return, we reserve the right to refuse to issue a refund. Please review the relevant product category below for more details.
Return Shipping Fees
If the transaction took place within the UAE, JollyRX or the marketplace seller will perform the collection and delivery process. There will be no further cost to the buyer for shipping.
If the transaction was outside of the UAE, JollyRX or the international seller will perform the collection and delivery process. The shipping costs will either be paid by the buyer or the international seller, depending on several factors.
You will be informed of the collection process, timing and costs after you have initiated the return request.
How the Refund Will be Received
If the order was fulfilled by JollyRX, JollyRX will arrange for collection of the products and screen the order in its facilities. If an item is eligible for return, the purchase amount will be credited to you using the same payment method used during the purchase within 7 to 14 working days from the approval of the refund.
If Fulfilled by the marketplace, the seller will follow the same procedure. Refund time may vary and usually takes 7 to 14 working days from the approval of the refund, depending on the payment method and depending on the seller’s internal policies.
PLEASE NOTE: Orders paid by cash-on-delivery (COD) are not eligible for returns or refunds, as the goods should be inspected at the time of delivery.
Orders Fulfilled by Marketplace Sellers
For orders made through marketplace sellers, which are fulfilled directly by sellers, there may be additional restrictions and conditions, (for example, “non-cancellable” and non-refundable”), which should be displayed on the product page. Please review the relevant product category below for more details.
When you place an order with a third party seller or marketplace, your return and refund request will be sent to the seller. While most sellers adopt JollyRX’s policy, some sellers have their own policy. Please make sure to review any individual seller’s policy when placing an order.
PLEASE NOTE: Hygiene related products and medical treatment products are not eligible for return.
Machinery & Equipment
Machinery and equipment cannot be returned unless the reason is one of the below:
- manufacturing defect
- missing parts
If the product is not working due to a manufacturing defect, the original packaging, information/instructions booklet (if any), and all other accessories must be returned.
If you have purchased an item shipped from and sold by jollyrx.com that is defective and is covered by a manufacturer’s published warranty, JollyRX will either replace the item or refund the cost of the item for the life of the published warranty.