Return Policy
i. Return Policy
Jellycat products, being soft toys, are non-refundable and non-returnable due to hygiene reasons.
All items purchased from Hayllo are non-refundable.
We work tirelessly to ensure that your order reach to you as beautiful and in perfect condition as they depart us. Should your product(s) get  damaged in transit or due to faulty manufacturing, please inform us promptly at WhatsApp at +6010-2877022 or email at [email protected] and we will do our best to accommodate you.
Should a returned item, upon inspection by our supplier, not exhibit damage, the customer will be responsible for covering the postage fees for redelivery.
The damaged products have to be returned first, before we sent out a replacement.
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
ii. Replacement of Incorrect Goods
Should we make an error with the personalization or the product, or whether it is damaged, we will replace it as soon as possible. Send us a message with a photo of your item (including the problematic portion), a brief description, and your order number via WhatsApp +6010-2877022 or email at [email protected], and we will swap or reimburse your item for a new one. Within 7 working days of delivery, the item(s) must be returned in the same condition in which you got them. Please double-check all orders information before checkout to avoid errors or mistakes.
iii. Return Goods Responsibility
You are responsible for the item until it reaches us. We suggest that you return the package back via a courier service that insures you for the value of the products for your own safety, as we cannot be held liable for things damaged or lost in the return of the item. In the following cases, your right to return the items shall be null and void:- If in our judgement, you did not take appropriate precautions of items while they were in your possession and they were not returned in their original packing OR when you misspelled a word on your purchase or changed your mind about the product, colour, or font and it was shipped to production.Â
Because customised items cannot be return due to their unique character, we cannot accept return if you change your mind. Also, keep in mind that the colour of the goods you get may differ slightly from the colour depicted by our website on your computer monitor.Â
To return your product, you should mail/deliver your product to: 20-1, Jalan PJU 5/7, Dataran Sunway, Kota Damansara. 47810 Petaling Jaya.
Depending on where you live, it may take time for your returned product to reach you only after we have received your initial faulty items to process. It may take 3 to 10 working days from the day your returned items have reached us to process the return and mail a new item back to you.