Refund & Returns Policy

Overview

This policy explains when a return or refund is available on JY Store. It works alongside your statutory rights as a consumer in Malaysia and does not remove protections given by law.

Physical goods eligibility

You may request a return or refund for physical goods in these cases, with supporting evidence.

• Item not received
• Wrong item or wrong variant delivered
• Damaged, defective or expired on arrival
• Missing parts or incomplete order
• Materially not as described in the listing

Digital goods and vouchers

Digital codes, top-ups and vouchers are usually final once delivered, revealed or redeemed. A refund may still apply if the item was not delivered or a verified seller error occurred.

Services

For services, refund eligibility depends on the provider terms, whether the service has started and any cancellation window shown at booking.

How to request

Start a request while your evidence is fresh.

• Open the order in My Orders and report the problem, or contact support
• Attach clear photos or video and describe the issue
• Allow the seller to respond
• JY Store support may review if it cannot be resolved directly

Refund methods and timelines

Approved refunds are credited to your JY Store wallet, not to the card, bank account or e-wallet you paid with. The credit appears in your wallet as soon as the refund is approved, and you can use it at checkout on any later order.

Return shipping

Where a return is required, who pays return shipping depends on the reason. Seller-fault cases (wrong, damaged or not as described) should not leave the buyer out of pocket for return shipping.

Not refundable

Some situations are generally not eligible.

• Change of mind after a correct delivery
• User damage after delivery
• Disclosed conditions or expected minor variance
• Revealed or redeemed digital goods without seller error