Return Policy

What Is Your 'Money-Back Guarantee'?

Your satisfaction is important to us! As part of our commitment to you, most JellenProducts.com purchases shipped within North America, are backed by our money back guarantee (those shipping outside of North America, please refer to our International Return Policy). Prior to purchase, please verify product return eligibility. A green "Money-Back Guarantee" seal will be displayed on the detail page of all returnable products. Please view our list of non-returnable products. Eligible items may be returned in the original packaging, along with original accessories within 30 days of your shipment receipt date. A variable fee will be deducted from your total refund amount to cover original shipping and handling charges on any order originally shipped per our "FREE SHIPPING" offer.

Prior to purchasing or returning any merchandise, please note:

  • Product return eligibility should be verified by customer prior to purchase or return. A green "Money-Back Guarantee" seal will be displayed on the detail page of all returnable products (see: non-returnable products list).
  • Eligible returns must be returned to us within 30 days of delivery (unless noted otherwise on the product detail page) to qualify for a refund.
  • Prior to purchase, we advise that you carefully review our Return Policy guidelines as outlined below.
  • Please log into your online account to initiate a return. Also see: How do I return something?

What Is Your Return Policy?

You may return most items within 30 days of delivery for a refund less original shipping fees (those shipping outside of North America, please refer to our International Return Policy). A variable fee will be deducted from your total refund amount to cover original shipping and handling charges on any order originally shipped per our "FREE SHIPPING" offer.

  • Due to manufacturer restrictions and independent store policies, some items are not eligible for return if they have been opened. Please refer to your product's detail page to verify return eligibility. A green "Money-Back Guarantee" seal will be displayed on the detail page of all returnable products. See non-returnable products list.
  • Items that are not eligible for our 30-day money back guarantee may still be returned within 30 days of delivery provided that they have not been opened.
  • All eligible returns must be returned to us within 30 days of delivery to qualify for a refund.
  • Customers must obtain an RA (Return Authorization) prior to returning any merchandise. Return shipments received without an RA will not qualify for a refund.
  • Refund eligibility is determined once your return is received and inspected. If received beyond our return policy time frame, or if our technicians determine through diagnostic testing that any returned item was:

1) damaged due to accident, misuse, neglect, normal wear or tear or incorrect voltage use, or

2) claimed by customer to be defective but determined to be in perfect working order,

such merchandise will not qualify for a refund and will be returned at the customer’s expense or destroyed upon request.

  • Returned products must be received within the return policy time frame and are subject to inspection by our technicians. All accessories including cords, chargers, adapters, carry cases, printed materials, promotional or bonus items, gifts with purchase and all original product packaging must be returned. Returned products may not be altered or damaged. Failure to return all included items will result in a partial or denial of refund.
  • Eligible skin care topicals (gels, etc.) may not be returned for a refund unless they are at least 75% full.
  • We will gladly pay for return shipping costs if you received an incorrect item in your order as a result of our error.
  • Warranty issues that may occur beyond 30 days of purchase will be handled by the manufacturer directly.
  • Due to international voltage differences, absolutely no returns will be accepted or replacements issued on skin care devices shipped or used outside of North America that have become damaged due to improper voltage use. For further details, please refer to our International Return Policy.
  • We are not responsible for return packages that may be lost or damaged in transit. We recommend that you choose a method of shipping with tracking and insurance. 
  • Customers are responsible for return shipment charges unless the return is deemed to be defective, or the direct result of our error. Orders that are refused upon delivery will incur a $12.00 return shipment fee.
  • To request an RMA#, please log into your account to initiate a return. Also see: How do I return something?

What is Your International Return Policy?

Our International Return Policy

Due to international voltage differences, manufacturer restrictions and independent store policies, most electronic items shipped or used outside of North America are not eligible for return or exchange. Exceptions to this policy are outlined below. Canadian customers, please refer to our general return policy.

Product Eligible For Overseas Return or Exchange? Eligible For Overseas Warranty Repair or Replacement? Voltage Converter Required For Overseas Use? Conditions
NuFACE® Starlite-LM® iGrow® Microderm MD Yes Yes

No (May Use Simple Plug Adpator)

Please review our general return instructions and verify that product qualifies for our money back guarantee. Overseas customers are responsible for any additional shipping costs associated with returns, exchanges, warranty repairs or replacements.
DPL® Therapy System reVive™ Light Therapy HairMax® No Yes No (May Use Simple Plug Adpator) Please review our warranty return instructions. Overseas customers are responsible for any additional shipping costs associated with warranty repairs or replacements.
All Other Skin Care Appliances (*) No No Yes Due to international voltage differences we are unable to accept returns, issue exchanges or honor warranty repairs on such items. Purchase of a compatible step-down voltage converter required for overseas usage. See (*) below.
Non-Electronic Products Yes n/a n/a Please review our general return instructions and verify that product qualifies for our money back guarantee. Overseas customers are responsible for all shipping costs associated with returns and exchanges. 

(*) Such appliances are designed for North American use (110-120 volts) and may be used worldwide (220-240 volts) with the purchase of a step-down voltage converter however, we make no guarantee of this. It is the customer's responsibility to confirm the voltage considerations prior to purchase. All skin care devices are thoroughly tested for quality assurance purposes prior to leaving our warehouse. We offer several international voltage converters however, compatibility is not guaranteed. Due to international voltage differences, some items are not eligible for return or exchange if shipped outside of North America. Exceptions are noted above. International customers returning merchandise under warranty are responsible for round-trip shipping charges.

Orders Refused Or Left Unclaimed In Customs

Refunds on orders refused upon attempted delivery or left unclaimed at customs will not be issued until such orders are returned back to our warehouse. Shipping fees on refused or unclaimed orders are non-refundable. We will not be held responsible for loss or mis-delivery due to incorrect shipping address issues.

Non-Returnable Products

Due to manufacturer restrictions and independent store policies, the following items are not eligible for return if they have been opened and/or used. You may also refer to your product's detail page to verify return eligibility. A green "Money-Back Guarantee" seal will be displayed on the detail page of all returnable products. The following products and lines are NOT eligible for return:

How Do I Return Something?

  1. Please verify product return eligibility. Due to manufacturer restrictions, some items are not eligible for return if they have been opened (see: non-returnable items). A green "Money-Back Guarantee" seal will be displayed on the detail page of all return eligible products. Please review our Return Policy prior to submitting a return request. If your item is eligible for return, continue to step #2 below. If you are returning a defective item, please review our Warranty Return Instructions and then continue to step #2 below if applicable.
  2. Obtain an RA# (Return Authorization Number) by logging into your online account, navigating to 'Completed Orders' and clicking on the 'Return Items' button. If your order qualifies for return, an RA# along with return instructions will be emailed to you within 72 hours.
  3. Once you receive your RA#, securely package your return along with all included parts, pieces, printed materials, accessories, and original packaging to the address provided in the Return Authorization email that you received.
  4. We do not accept returns on merchandise purchased though other vendors. All returns will be verified by serial number.
  5. Please include a copy of your packing slip (or sales order) and RA# with your return shipment.

How Do I Obtain a Return Authorization Number?

If your purchase qualifies for return (please refer to our Return Policy to determine return eligibility), you may obtain an RA# (Return Authorization Number) by logging into your JellenProducts.com account, navigating to 'Completed Orders' and clicking on the 'Return Items' button. If your order qualifies for return, an RA# along with detailed return instructions will be emailed to you within 72 hours.

When Can I Expect To Receive My Refund?

You should expect to receive your refund within two weeks of shipping your return back to us, however, in many cases you will receive a refund more quickly. This estimated time period includes shipment transit time (5 to 10 business days), processing time once we receive your shipment (3 to 4 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

How Do I Return an Item Under Warranty For Repair or Replacement?

Items Purchased Within 30 Days of Receipt

If deemed defective, any items originally shipped to Canada or within the United States will be replaced free of charge. We will ship a same item replacement to you and include a pre-paid return shipment label so that you can ship your defective item back to us at your earliest convenience to avoid any additional charges. To request a warranty return authorization, please review the following Return Request Instructions. Overseas Customers - please see "Items Shipped Outside of North America" below. All returns will be inspected by a technician to determine cause of malfunction. Items damaged due to accident or misuse will not eligible for replacement and will be discarded or returned to customer at customer's expense.

Items Purchased After 30 Days of Receipt

If deemed defective and still covered under warranty (see specific product details for warranty terms), any items originally shipped to Canada or within the United States will be replaced or repaired. A check, payable to Jellen Products, Inc. is required to cover return shipping and handling charges on the warranty return and will be determined at the time of warranty return authorization. Once submitted, please allow up to 48 hours to for a return authorization to be issued. Customers are responsible for forwarding defective merchandise to us for warranty repair or replacement using a trackable shipment method. To request a warranty return authorization, please review the following Return Request Instructions. Overseas Customers - please see "Items Shipped Outside of North America" below. All returns will be inspected by a technician to determine cause of malfunction. Items damaged due to accident or misuse will not eligible for replacement and will be discarded or returned to customer at customer's expense.

Items Shipped Outside of North America

Due to international voltage differences, most electronic items shipped or used outside of North America are not eligible for return or exchange. Exceptions include some appliances that come with internationally compatible power supplies (110-240 volts). For further details, please refer to our International Return Policy.