Refund & Returns Policy
This Refund & Returns Policy (“Policy”) applies to purchases made through JY Store at https://jysolution.my (“Platform”), operated by JY SOLUTION HUB SDN. BHD. (556148-T) (“we”, “us”, “our”). JY Store is a marketplace platform where third-party sellers (“Sellers”) sell to buyers (“Buyers”, “Users”, “you”).
Quick Guide (How to Request)
My Account → Orders, select the order, then contact Seller/support with the reason and evidence.
FAQ (Fast Answers)
- Digital goods (PIN/voucher/top-up) are usually final once delivered, unless there is a verified issue.
- Physical items can be reviewed for defect/wrong/missing cases (evidence helps).
- Services can be reviewed if not delivered as described, or billing errors are confirmed.
1) Scope and General Principles
1.1 Marketplace Structure. JY Store provides the marketplace platform and supporting infrastructure. Unless stated otherwise, the relevant Seller is responsible for listing accuracy, fulfilment, product/service quality, warranties (if any), and eligibility for returns/refunds.
1.2 Policy Hierarchy. Sellers may publish additional terms (e.g., warranty or category-specific conditions). Seller terms should be consistent with applicable law. Where required by law, mandatory consumer protection requirements apply.
1.3 Eligibility Depends on Category and Evidence. Eligibility depends on category, reason, submission timing, and the supporting information provided.
1.4 Change of Mind. Unless explicitly stated on a listing, returns/refunds for “change of mind” may not always be available on a marketplace platform. Where accepted, it is subject to the Seller’s stated conditions and this Policy.
2) Definitions
- Buyer / User / You: the person or entity purchasing on the Platform.
- Seller: a third-party merchant listing goods/services on the Platform.
- Order: the transaction record generated after payment confirmation.
- Physical Goods: tangible items delivered by courier or in person.
- Digital Goods: electronically delivered items (PINs, codes, vouchers, gift cards, top-ups/reloads, subscriptions, memberships, downloads).
- Services: non-physical services (appointment-based or documentation-based services).
- Return Request: a request to return an item for refund or replacement.
- Refund: repayment of an amount collected for an order, subject to eligibility.
3) Categories and Refund/Return Eligibility
3.1 Digital Goods (Strict and Limited Eligibility)
Examples: PIN codes, vouchers, gift cards, prepaid credits, top-ups/reloads, membership activations, subscriptions, and digital downloads.
- May be considered if:
- Digital item was not delivered after payment confirmation and delivery failure is verified; or
- Code/item is invalid due to Seller error, and evidence is provided before any redemption/use; or
- Wrong region/denomination was provided due to Seller error, and it has not been used/redeemed.
- Usually not eligible if:
- Change of mind after purchase;
- Incorrect recipient/account/phone number provided by Buyer;
- Item has been redeemed/used/accessed (fully or partially);
- Platform records show successful delivery to the registered channel (account dashboard/email/message);
- Compatibility issues caused by device/account status/third-party platform restrictions.
3.2 Physical Goods (Returns, Replacements, and Refunds)
- May be approved if:
- Item is defective, damaged on arrival, or not functioning as described (excluding misuse);
- Wrong item delivered (model/colour/size/quantity);
- Item is materially not as described; or
- Missing significant parts/accessories stated as included.
- May be rejected if:
- Misuse/modification/tampering/accidental damage after delivery;
- Insufficient evidence to support the claim;
- Missing key accessories/labels/serial tags required for verification (where applicable);
- Minor variation (e.g., colour due to screen settings) that is not a material mismatch.
3.3 Hygiene / Consumables / Sensitive Categories
Some categories (personal care, hygiene-related items, consumables, sealed packaging items) may have limited return options once opened, unless defective or incorrectly delivered. Seller-specific restrictions may apply and will be considered during review.
3.4 Services (Documentation / Appointment-Based)
- May be considered if:
- Seller fails to deliver the service as described within the stated timeline without valid reason;
- Service is not performed after payment and non-performance is verified;
- Duplicate payment / overcharge / billing error is confirmed.
- Usually not eligible if:
- Delay caused by Buyer not providing required documents/info/approvals in time;
- Buyer misses appointment without rescheduling notice (where applicable);
- Cancellation requested after work has started or after partial completion;
- Service completed and delivered as agreed.
4) Time Limits for Requests
Unless stated otherwise on the listing or Seller terms, these timelines apply:
- Physical Goods: submit within 7 days from delivery date shown by courier tracking / Platform status.
- Digital Goods: submit within 24 hours from delivery/availability time, or immediately upon discovering an issue (whichever is earlier).
- Services: submit within 3 days from service date, confirmed failure, or when you reasonably become aware of non-performance.
5) Conditions for Returning Physical Goods
Where a return is approved, items should generally meet these conditions:
- Item is in original condition received, except for defects discovered during normal handling;
- Include original packaging, tags, manuals, accessories, and any bundled items (where applicable);
- Pack properly to prevent damage during return transit;
- Include Order No. and return reference (if provided).
6) Evidence and Verification Requirements
To assess a request fairly, you may be asked to provide:
- Order number and purchase confirmation;
- Photos of item, packaging, and courier labels;
- Clear images of defects/damage/wrong item/missing parts;
- Unboxing video (recommended for damage/missing claims);
- Courier airway bill/tracking details;
- For digital goods: screenshots of error message and proof of non-use/non-redemption (where applicable).
7) Return, Refund, and Replacement Procedure
7.1 Submit a Request. Contact the Seller via the Platform (where available) or contact JY Store support with Order No., reason, and evidence.
7.2 Review and Decision. Requests are generally reviewed within 3–7 working days, depending on complexity and response time.
7.3 Return Shipment (If Required). If approved for return, ship back within the stated deadline and keep proof of shipment.
7.4 Inspection and Outcome. After verification, outcome may include refund, replacement, or store credit (if offered and agreed).
8) Refund Methods and Processing Time
8.1 Refund Method. Refunds are issued to the original payment method where feasible, or via bank transfer when needed.
8.2 Processing Time. After approval (and after returned items are received/verified where applicable), refunds are typically processed within 7–14 working days, subject to payment gateway and bank processing timelines.
9) Shipping Costs, Return Fees, and Deductions
9.1 Seller Fault vs Buyer Reason.
- If due to Seller fault (wrong item/defect/damage in fulfilment), return shipping may be covered by Seller (subject to verification and Seller policy).
- If due to Buyer reason (e.g., change of mind where accepted), Buyer typically bears the shipping cost.
9.2 Deductions. Where permitted and appropriate, reasonable deductions may apply (e.g., missing accessories, condition beyond reasonable inspection, restocking/handling where clearly disclosed).
10) Cancellations
- Before processing/shipment: may be possible if Seller has not started processing; depends on Seller status.
- After shipment/delivery: follow return procedure instead of cancellation.
- Digital goods & completed services: generally not cancellable once delivered/started/completed.
11) Disputes and Fair Use
Where there is a dispute, JY Store may facilitate communication and request evidence for review. We aim to support a fair outcome based on available documentation and Platform records.
12) Seller Obligations (Marketplace Standard)
- Provide accurate listing information;
- Fulfil orders in a timely manner;
- Handle requests fairly in line with this Policy and applicable law;
- Communicate clearly on timelines, conditions, and solutions.
13) Limitation of Platform Role
JY Store provides marketplace infrastructure and may assist with dispute handling. Unless otherwise stated, JY Store is not the manufacturer or direct supplier of Seller products. Certain outcomes depend on Seller verification and applicable law.
14) Suggested Resolution Timeline (What to Expect)
This timeline is provided as a general guide. Actual time may vary depending on case complexity and courier/payment provider response.
| Case Type | Submit Within | Typical Handling Time |
|---|---|---|
| Digital not delivered | Within 24 hours of delivery time | Verification + solution typically 1–3 working days |
| Digital invalid / wrong code | Within 24 hours and before use | Verification typically 1–5 working days |
| Physical damaged / wrong / missing | Within 7 days of delivery (best: 48 hours) | Verification + outcome typically 2–7 working days |
| Return shipment required | Within return deadline (if approved) | Inspection typically 2–7 working days after received |
| Refund processing | After approval/verification | Typically 7–14 working days (gateway/bank timelines) |
| Service not delivered | Within 3 days of service date/failure | Review typically 3–7 working days |
15) Policy Updates
We may update this Policy from time to time. Updated versions will be posted on the Platform with a revised “Last Updated” date. Continued use of the Platform indicates acceptance of the updated Policy.
16) Contact Information
JY SOLUTION HUB SDN. BHD. (556148-T) — JY Store
Address: 19 & 20, FASA 1C4, Jalan SM 1C/13, 32040 Seri Manjung, Perak, Malaysia
WhatsApp: +6016-903 3333
Email: support@jysolution.my
