JY Money Back Guarantee
Shop with confidence. If you don't receive your item, or if it's not as described, we'll help you get a full refund.
What is Covered?
✅ We Protect You When:
- Item Not Received: Parcel lost in transit or seller failed to ship.
- Damaged / Defective: Item arrived broken, dented, or not working.
- Wrong Item: Received wrong size, color, or model.
- Incomplete: Missing parts or accessories stated in the listing.
- Fake / Counterfeit: Item proven to be non-authentic.
🚫 Exceptions:
- Change of Mind: You simply don't want it anymore (unless seller agrees).
- Offline Payment: You paid the seller via direct bank transfer outside JY Store.
- Damage by User: You dropped or broke the item after using it.
- Order Completed: You already clicked "Order Received" (funds released).
How to Request a Refund
Our dispute process is simple. Follow these steps before the guarantee period ends.
Do not click "Order Received"
Once you click this button, funds are released to the seller. Only click it after you have checked your item.
Click "Return / Refund"
Go to My Orders > To Receive, select the order, and tap the Refund button. Upload photos/videos as proof.
Negotiation & Resolution
The seller may accept your request or offer a solution. If you cannot agree, JY Store Team will step in to judge based on evidence.
Digital Goods Policy (Vouchers/Top-ups)
Because digital codes cannot be "returned" physically, special rules apply:
- Invalid Code: If the code does not work, you must provide a screenshot of the error message AND proof from the issuer showing the redemption date.
- Wrong Region: If the listing stated "Global" but the code is "USA Only", you are covered.
Evidence Guide
To win a dispute, clear evidence is key. We recommend:
Record from the moment you cut the parcel seal.
Clear photo of the AWB / Consignment note.
Screenshots of seller promises or admissions.
Still need help?
Our Sitiawan support team is ready to assist you.