JY Buyer Protection
Your money is safe with us. We hold your payment in escrow and only release it to the seller after you confirm you have received your order safely.
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Coverage & Exceptions
- Item Not Received Parcel lost in transit or never shipped by seller.
- Damaged / Broken Item arrived crushed, dented, wet, or non-functional.
- Wrong Variation Seller sent wrong size, color, or model.
- Incomplete Order Missing parts or accessories stated in listing.
- Change of Mind You decided you don't want it (unless Seller agrees).
- Offline Payments Transactions made via WhatsApp/Cash outside JY Store.
- Order Completed You already clicked "Order Received".
How to Claim a Refund
Check Delivery Status
If the app says "Delivered" but you don't have it, check with neighbours or security first. Do not confirm receipt in the app.
Click "Return / Refund"
Go to My Orders > To Receive. Select the order and tap the Refund button. This freezes the payment.
Upload Evidence
You must upload photos/videos of the issue. A clear photo of the Airway Bill (shipping label) is required.
Resolution
The Seller has 2 days to respond. If they decline, the JY Store Dispute Team will review your evidence and make a final decision.
Evidence Guide
Record yourself opening the sealed parcel. Essential for high-value items.
Photo of the AWB attached to the parcel showing tracking number.
Clear images of the damage, defect, or wrong variation.
Digital Goods Policy
For Vouchers, Top-ups & Codes:
- Refundable Only If: The code is proven invalid/used upon issuance, or if the wrong region was sent by the seller.
- Non-Refundable If: You purchased the wrong region by mistake, or if you simply changed your mind after the code was revealed.