exchanges & returns

guarantee

All jelej® products are covered by a 24-month warranty . In the event of a defect, please contact us by e-mail at support@jelej.com

Note: please keep the proof of purchase (receipt or invoice) until the end of the warranty period – they are the basis for submitting a complaint.

Complaints

Before accepting the parcel, always check that it has not been damaged in transit. If the packaging has visible external damage, we advise that you refuse delivery of the package, and then contact us by phone: +48 22 230 26 69 or by e-mail support@jelej.com

If the product turns out to have manufacturing defects or is not as described, please follow the complaint procedure below:

  1. Contact us by e-mail: support@jelej.com or by phone: +48 22 230 26 69 We will provide you with tips on how to quickly and easily carry out a complaint.
  2. Send us the goods, enclosing a written statement with a description of the reason for the complaint, form of compensation, return address and account number to which the money will be refunded.
  3. Within 7 days of receiving the package, we will inform you by e-mail or telephone about the result of the complaint procedure.
  4. If the complaint is considered positively, within 7 working days from the date of making the decision, we will compensate the costs incurred by you by: sending a new product or refund.
  5. If the complaint is not considered positively, we will provide you with a detailed justification of the decision made and within 7 working days we will send the product back at our expense.

Return

Within 30 calendar days from the date of delivery of the ordered goods, you have the right to return it without giving any reasons as part of withdrawal from the contract, according to the general rules resulting from the provisions on concluding distance contracts. This applies only to consumer sales, so it only applies to sales to a natural person who makes a purchase for purposes not related to professional or business activity.

The returned product cannot show signs of use and should be returned in its original packaging. If this condition is not met, the product will not be accepted.

If you want to return a product:

  1. Contact us by e-mail: support@jelej.com or by phone: +48 22 230 26 69 . We will provide you with tips on how to return your return quickly and easily.
  2. Send the product back in undamaged condition and in the original packaging with all its contents.
  3. Attach to the package a written declaration in which you will be willing to return the product, as well as the account number to which the refund will be sent.
  4. Within 2 working days of receiving your package, we will check the condition of the hot water bottle provided.
  5. If we do not find any contraindications, we will send a positive notification to your e-mail address. The money will be refunded to the attached account number within 3 days.

If your return of the product is rejected (due to damage to the product or signs of use), we will send you a notification to the e-mail address provided that the return has not been accepted. Within 7 working days, we will send the product back to the indicated return address, covering the shipping cost.

Complaint form

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