Refund, Replacement & Cancellation Policy
Last updated: 27/07/26
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). This policy explains how refunds and replacements work in practice at Ame Jelly.
When We Offer a Refund or Replacement
We offer a refund or replacement where:
your item arrives faulty (including a pre-existing issue or defect that wasn't caused by you);
the item doesn't match the description given at the time of purchase; or
the item is broken or doesn't work as intended.
What's Not Covered
We don't offer refunds or replacements for:
change of mind — including ordering the wrong item, no longer wanting it, or finding it cheaper elsewhere; or
damage caused after delivery — including normal wear and tear, or damage from dropping, spilling, throwing, bumping, knocking, or any other handling by you after the item arrives.
Keychains, Deskmats, Art Prints, Stickers and Gacha Charms
Please choose carefully when ordering keychains, deskmats, art prints, stickers and gacha charms — due to their compact, delicate nature, we're not able to accept change-of-mind returns on these items.
If one of these items arrives faulty, doesn't match its description, or doesn't work as intended, you're still covered above and you won't need to post it back to us. Just follow the process below.
How to Request a Refund or Replacement
You don't need to send the faulty item back to us. To request a refund or replacement:
Email us at amejelly@gmail.com with your order number.
Attach clear photos showing the fault or issue.
Let us know what you'd like — the same item replaced, or a different item/s of the same value.
We'll come back to you to confirm the outcome and next steps.
Cancellations
You can cancel your order for a full refund any time before it has shipped — just email us at amejelly@gmail.com with your order number.
Once an order has shipped, it cannot be cancelled.
After shipping, a refund or replacement is only available if the item is faulty, doesn't match its description, or doesn't work as intended (see above) — we don't offer cancellations or refunds after shipping for a change of mind.
Refund Method and Timing
Approved refunds are returned to your original payment method via Stripe. Please allow a few business days for it to appear, depending on your bank or card provider.
Contact Us
Questions about a refund, replacement or cancellation? Email us at amejelly@gmail.com and we'll help sort it out.
VERSION AS AT 27/07/26