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Email: legal@jrm-ecommerce.com
Phone: +60 3-1234 5678
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Return & Refund Policy
Effective Date: August 6, 2025
Last Updated: August 6, 2025
Compliance: Malaysian Consumer Protection Act 1999
1. Return Policy Overview
At JRM E-commerce, we want you to be completely satisfied with your purchase. If you're not happy with your order, we offer a comprehensive return and refund policy that complies with Malaysian consumer protection laws.
14-Day Return Policy
You have 14 days from the date of delivery to return eligible items for a full refund or exchange.
2. Return Timeframe
Standard Items
Return Window: 14 days from delivery
Processing Time: 3-5 business days after we receive your return
Electronics & Gadgets
Return Window: 7 days from delivery
Condition: Original packaging and accessories required
3. Eligible Items for Return
✅ Items You Can Return:
- Items in original, unused condition with tags attached
- Items in original packaging with all accessories
- Defective or damaged items (we'll cover return shipping)
- Items that don't match the description
- Wrong items sent by mistake
❌ Items You Cannot Return:
- Personalized or customized items
- Perishable goods (food, flowers, etc.)
- Intimate or sanitary goods (underwear, swimwear)
- Items damaged by misuse or normal wear
- Gift cards and digital products
- Items purchased with special promotions (case-by-case basis)
4. How to Return an Item
Step 1: Initiate Return Request
- • Log into your account and go to "My Orders"
- • Click "Return Item" next to the eligible product
- • Fill out the return reason and any additional details
- • Submit your return request for approval
Step 2: Package Your Return
- • Use original packaging if possible
- • Include all original accessories and documentation
- • Print and include the return authorization form
- • Pack securely to prevent damage during shipping
Step 3: Ship Your Return
- • Use the prepaid return label (if provided)
- • Or arrange pickup through our shipping partner
- • Keep tracking number for your records
- • Returns typically take 2-5 business days to reach us
5. Refund Process
Once we receive and inspect your returned item:
Refund Timeline
- Inspection: 1-2 business days after we receive the item
- Approval: Email notification within 24 hours of inspection
- Processing: 3-5 business days to process refund
- Bank Credit: 5-10 business days depending on your bank
Refund Methods
Refunds will be issued to your original payment method:
- • Credit/Debit Card: 5-10 business days
- • Online Banking: 3-5 business days
- • e-Wallet: 1-3 business days
- • Store Credit: Immediate (if requested)
6. Exchange Policy
We offer exchanges for:
- Different size or color of the same product
- Defective items (replacement with same item)
- Wrong items sent by our error
Note: Exchanges are subject to product availability. If the desired item is out of stock, we'll offer a full refund or store credit.
7. Return Shipping Costs
Free Return Shipping
- • Defective or damaged items
- • Wrong items sent by our error
- • Items not matching description
- • Members with qualifying orders (RM150+)
Customer Pays Shipping
- • Change of mind returns
- • Size or color exchanges
- • Non-member returns
- • Returns outside our error
8. Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us immediately (within 48 hours of delivery)
- Provide photos of the damaged item and packaging
- Include your order number and description of the issue
- We'll arrange immediate replacement or full refund
- No need to return the damaged item unless requested
Quality Guarantee
We stand behind the quality of our products. If you're not satisfied with the quality, we'll make it right with a replacement or full refund.
9. Member Benefits
JRM E-commerce members enjoy additional return benefits:
- Extended 21-day return window on select items
- Free return shipping on orders over RM150
- Priority processing for returns and refunds
- Option for instant store credit instead of waiting for refund
- Dedicated member support line for returns
10. Contact Information
For return and refund inquiries:
Returns Department
JRM E-commerce Sdn Bhd
Email: returns@jrm-ecommerce.com
Phone: +60 3-1234 5678
WhatsApp: +60 12-345 6789
Live Chat: Available on our website 9 AM - 6 PM
Return Address: [Warehouse Address], Malaysia
11. Policy Updates
We may update this Return & Refund Policy from time to time. Any changes will be posted on this page with the updated effective date. Continued use of our service after changes constitutes acceptance of the revised policy.
This policy complies with Malaysian Consumer Protection Act 1999 and ensures fair treatment for all customers.