Refund policy

At Jolulu – The Fruit Flavour Shop, we make fresh fruit products, flavour packs, dips and toppings for you to enjoy at their freshest.

Because our products are fresh and perishable, we do not accept returns of food products once they have been delivered, picked up or collected.

However, your satisfaction is important to us. If there is a problem with your order, please contact us and we’ll do our best to make it right.

Damaged, Incorrect or Missing Items

Please inspect your order as soon as you receive it.

If your order:

arrives damaged;
contains the wrong product;
is missing an item;
arrives in an unacceptable condition; or
has another issue that affects the quality of your order,

please contact us as soon as possible, preferably within 24 hours of receiving your order.

Please provide:

Your order number
A description of the issue
Photos or videos of the product and packaging, where applicable

This allows us to investigate the issue and determine the best resolution.

Depending on the circumstances, Jolulu may provide:

A replacement product;
A replacement item of equal value;
A partial refund; or
A full refund.

Freshness & Refrigeration

Our products are prepared fresh and should be kept refrigerated after purchase.

Once your order has been delivered or picked up, Jolulu is not responsible for changes in product quality caused by improper storage, failure to refrigerate the product, or leaving the product at room temperature for an extended period.

For food-safety reasons, we may ask you not to return or consume a product that appears spoiled, contaminated or otherwise unsafe. Instead, please contact us immediately so we can determine the appropriate next step.

Change-of-Mind Orders

Because Jolulu products are fresh and perishable, we generally cannot accept cancellations or refunds simply because you changed your mind after your order has been prepared or dispatched.

If you need to cancel an order, please contact us as soon as possible. We will do our best to accommodate your request before preparation begins.

Delivery Issues

If your order does not arrive, arrives with missing items, or you receive an incorrect order, please contact us promptly.

If an order is delivered late or there is a delivery issue outside of your control that affects the quality of the food, please contact us so we can review the situation and determine an appropriate resolution.

Refunds

If a refund is approved, it will generally be issued to the original payment method used for the purchase.

Depending on your financial institution, it may take several business days for the refund to appear in your account.

Food Safety & Allergies

Jolulu products may contain or come into contact with ingredients including milk, soy, wheat, tree nuts and other allergens, depending on the product.

Customers are responsible for reviewing the product’s ingredient and allergen information before purchasing.

If you have a food allergy or dietary restriction and are unsure whether a product is suitable for you, please contact Jolulu before placing your order.