Refund policy

Damaged products and missing shipments

Under our store policy, you must contact us within 30 calendar days of the date of purchase to request a return or refund for a damaged product, missing item or missing shipment. Email contact@jollysparkletime.com with your order number and a clear explanation of the problem.

We need sufficient evidence to assess and process your claim. Please contact us as soon as you notice the issue and keep the product and packaging while we investigate.

Evidence to include

• Damaged product: clear photos of the damage, the product, outer packaging and shipping label. We may request a short video or further reasonable details if photos do not show the issue clearly.
• Items missing from a delivered parcel: identify the missing items and provide photos of the items received, packaging and shipping label, including any visible damage or signs of tampering.
• Entire parcel not received: provide your order number, tracking details and confirmation of your delivery address. Please check with other household members and any safe delivery location. We may request a carrier inquiry or claim reference, or other available evidence, and will investigate the shipment. You do not need to provide a photo of a parcel you never received.

We may ask for additional reasonable evidence needed to establish what happened. An unboxing video is not mandatory. We will review the information and explain the outcome of your request.

Return authorization and refunds

Do not send an item back without contacting us first. If a return is needed for an approved damaged-product claim, we will provide return instructions and arrange or cover reasonable return shipping costs. Do not use the sender address on the parcel as a return address unless we instruct you to do so.

For an approved claim, we will confirm the refund amount and refund it to the original payment method. Where only part of an order is affected, the refund may cover the affected items. A replacement may be offered if you agree. Your bank or payment provider determines how long an issued refund takes to appear.

No change-of-mind returns

We do not accept discretionary returns or refunds because you changed your mind, ordered the wrong size, no longer want the item, or for other reasons unrelated to a damaged product or missing item or shipment.

Your legal rights

This store policy does not limit any rights or remedies that cannot be excluded under applicable law, including rights relating to faulty, incorrectly supplied, misdescribed or undelivered goods. The 30-day purchase window does not shorten those rights. If your order arrives after that window with a problem, contact us so we can assess the issue and any rights that apply.

You do not need to purchase shipping protection or any other paid add-on to use this policy or exercise your legal rights. Any additional service is subject to its separately disclosed terms.