Shop with confidence, every order is protected.

What Buyer Protection is

Buyer Protection is a support process that helps resolve problems with paid orders on JY Store. It applies to eligible transactions completed through official checkout, not to payments made outside the platform.

Cases we cover

You may be eligible to claim when the outcome does not match what you paid for.

• Item not received within the expected timeframe
• Wrong item or wrong variant delivered
• Item arrives damaged or defective
• Missing parts or incomplete order
• Verified counterfeit or materially misleading listing

What is not covered

Some situations fall outside Buyer Protection.

• Change of mind or buyer remorse after a correct delivery
• Payments made outside JY Store checkout
• Damage caused by the buyer after delivery
• Minor differences that were disclosed in the listing
• Orders already completed with funds released, unless fraud is proven

How to make a claim

Raising a claim is quick when you have your order details ready.

• Open the order in My Orders and choose to report a problem, or contact support
• Describe the issue clearly and attach evidence
• Allow the seller a chance to respond
• If unresolved, JY Store support may review and decide

Evidence to prepare

Good evidence leads to faster, fairer outcomes.

• Clear photos of the item and packaging
• Photo of the courier label and parcel
• An unboxing video for high-value or fragile items
• Chat history and your order number

Possible outcomes

Based on the evidence and policy, a case may result in a full refund, a replacement, a partial refund, store credit, or rejection. Digital goods have limited eligibility once revealed or redeemed.

Claim timeframes

Report issues with physical goods as soon as possible, ideally within 48 hours of delivery, so evidence is fresh and the seller can act quickly.