Refund policy

1. Order Cancellation

• Once an order has been placed and collected by J&T Cargo, cancellation is not free of charge. A penalty of 30% of the order value OR the two-way shipping fee (whichever is higher) will be deducted from the refund.
• No free cancellation is allowed under any circumstances.
• If you are unable to receive the order after purchase, you must notify us immediately. We will hold your product(s) for up to 180 days at no extra cost, provided shipment is arranged within this period.

2. Customer Refusal of Delivery

• We do not accept “no-reason” rejection or refusal of delivery.
• Any refusal to accept delivery will be treated as an order cancellation and will be subject to the same penalty (30% of the order value or the two-way shipping fee, whichever is higher).

3. Return & Warranty Claims

• If you discover damaged or missing parts upon unboxing, you must notify us within 7 days of delivery, providing clear photos and/or videos.
• Replacement parts will be sent to you free of charge.
• Our customer service team will advise if the full product needs to be returned. If so, we will cover the return shipping cost.
• Damage caused by improper installation or failure to follow the instruction manual is not covered under the 1-year manufacturer warranty.
• Special cases will be reviewed by our customer service and management team. Any additional charges will be determined and communicated clearly to the customer.
• Multiple part claims within the 1-year warranty are allowed if proven to be manufacturing defects. We maintain strict quality control, and such claims are rare.

4. Exchanges

• We do not offer product exchanges.
• If a customer insists on an exchange, the customer must bear both the original shipping cost and the return shipping cost for the first item.

5. Refund Processing

• Approved refunds will be processed within 14 working days.
• All refunds follow the respective payment gateway’s refund policies and timelines. For example, refunds made via Maybank credit card will follow Maybank’s refund process.
• Refunds will always be credited back to the original payment method used at checkout.

6. Legal Compliance Notice

• Returns are only applicable in cases where the product has damaged or defective parts. In such cases, we will arrange for replacement parts to be delivered free of charge. Depending on the situation, our customer service team may advise whether the defective item or part needs to be returned. In most cases, once the replacement part has been delivered and successfully assembled, the case is considered resolved.
• We do not accept unconditional refunds. Refunds are only available under specific circumstances (e.g., order cancellation before delivery is complete) and are subject to the applicable penalty (30% of order value or shipping costs, whichever is higher) as stated in this policy.