Refund policy

RETURN & REFUND POLICY — JollyGrid™
jollygrid.shop

Return Window
You have 30 days from the date of delivery to request a return.

Orders Already In Transit
Once an order has shipped, it cannot be intercepted or redirected. If you no longer want the item, you must wait until it is delivered, then follow the return process below.

Damaged, Defective, or Incorrect Items
If your item arrives defective, damaged, or incorrect, contact us at jollygrid.shop@outlook.com within 48 hours of delivery with:

  • Clear photos or video showing the issue
  • A photo of the shipping label and outer packaging condition
  • A description of the specific problem

Claims without photo or video evidence will not be processed. If evidence is not provided within the 48-hour window, the claim will be closed. Approved claims are resolved with a full refund or a direct replacement, at your choice — no return shipping required. Approval is confirmed within 3 business days, and refunds are credited within 7 business days of approval (about 10 business days total).

Malfunction During Use
If a section of your JollyGrid™ stops lighting or the controller stops working under normal use within 30 days of delivery, contact us with a video showing the issue. First, check the USB cable and 5V power source. If the problem persists and is confirmed, we will send a replacement at no cost.

Shipping Protection
Shipping Protection is an optional add-on offered at checkout. It covers your package from the moment it leaves our warehouse until the carrier marks it as delivered at the shipping address you provided. It covers packages that are lost in transit, damaged in transit, or never delivered.

Once the carrier confirms delivery at your address (including front door, porch, mailbox, building lobby, or reception area), responsibility for the package transfers to you. Shipping Protection does not cover packages stolen or damaged after confirmed delivery, or packages sent to an incorrect address entered at checkout.

Orders without Shipping Protection are still covered for items that arrive damaged, defective, or incorrect (see above).

Changed Your Mind
Contact us at jollygrid.shop@outlook.com within 30 days of delivery, before sending anything back. Returns sent without prior authorization will be refused and returned to sender at the customer's expense.

  • Unused, in original packaging, and in resalable condition: eligible for a full refund of the item price.
  • Used or tested: eligible for a refund minus a 20% handling and restocking fee, deducted from the item price.

In both cases, return shipping is paid by the customer. Free gifts included with your order (remote and setup guide) must be returned with the item. Once your return is received and inspected, your refund is processed within 30 days.

Return Shipping Responsibility
Customers are responsible for using a trackable shipping method when returning an item. JollyGrid™ is not responsible for return packages lost or damaged in transit due to an untracked shipping method. A return is not considered received until it arrives at our facility — please retain your tracking number until your refund is confirmed.

Non-Returnable / Denied Situations

  • Original packaging missing or discarded
  • Item returned without prior authorization
  • No proof of purchase provided
  • Return window (30 days) or evidence window (48 hours for damage claims) has expired
  • Damage caused by exposing the USB plug or controller to water, using an incorrect power source, or cutting, modifying, or disassembling the LED mesh
  • Gift cards

Exchanges
Direct exchanges are only available for defective, damaged, or incorrect items (see above). For "changed your mind" returns, we do not offer direct exchanges — return the item following the process above, then place a new order separately.

Refund Method
All approved refunds are issued to the original payment method used at checkout. We are unable to send refunds through any other method.

Chargebacks & Payment Disputes
Filing a chargeback or payment dispute with your bank or card provider without first contacting us and completing this return process is a violation of our policy. We retain full records of all transactions, shipping confirmations, tracking information, and communications, and will contest any chargeback filed in bad faith or without valid evidence with the payment processor. Customers who file fraudulent chargebacks may be permanently barred from future purchases and reported to the relevant payment platform.

European Union — 14-Day Cooling Off Period
If your order is shipped to a destination within the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification, provided the item is in its original, unused condition with all packaging and proof of purchase intact.

Contact
jollygrid.shop@outlook.com
Response within 24–48 business hours.