Customer satisfaction is important to us.
We aim to provide a fair and transparent return and refund process.
1. Return Period
Customers may request a return within 14 days of receiving their order.
Customers should contact us within this period to request return instructions.
This voluntary return period does not reduce any additional rights available under applicable consumer protection laws.
2. Eligible Returns
A return may be accepted when:
- The product is defective or damaged.
- The wrong product was delivered.
- The product materially differs from its description.
- The customer meets the conditions of our applicable voluntary return policy.
For change-of-mind returns, the product must generally be unused, in its original condition, and accompanied by its original packaging and order details.
3. Non-Eligible Returns
Subject to mandatory consumer rights, change-of-mind returns may not be accepted for:
- Products damaged through customer misuse.
- Products modified or altered after delivery.
- Products returned without prior return authorisation.
- Products that have been used beyond reasonable inspection.
Defective, incorrect, or materially misdescribed products will be handled according to applicable law, regardless of these voluntary exclusions.
4. How to Request a Return
To request a return:
- Email info@juienterprise.com.
- Include your order number.
- Explain the reason for the return.
- Provide photographs or supporting evidence where relevant.
- Wait for return instructions from our customer support team.
Please do not send products back without contacting us first.
5. Damaged or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us as soon as reasonably possible.
We may request photographs to assess the issue.
Where a product is materially different from what was ordered or is defective, applicable Malaysian consumer protection requirements will be followed, including responsibility for reasonable return shipping costs where required.
6. Refund Processing
Approved refunds will generally be issued through the original payment method where supported by the payment provider.
The time required for the refund to appear in the customer’s account may depend on the payment provider and financial institution.
Customers will be notified when a refund has been approved or processed.
7. Return Shipping Costs
For change-of-mind returns, the customer may be responsible for return shipping costs, subject to applicable law and the return arrangements confirmed by our support team.
For defective, damaged, or materially incorrect products, return shipping costs will be handled in accordance with applicable consumer protection requirements.
8. Exchanges
Customers who wish to exchange an item should contact our support team.
Exchange requests are subject to product availability and applicable consumer rights.
9. Contact Information
JUI ENTERPRISE
Email: info@juienterprise.com
Phone: +60 11-7021 8544