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Return & Refund Policy


 

Your satisfaction is always our priority and we are committed to providing the CONVENIENT and COMFORTABLE online shopping experience with HASSLE-FREE return and refund process.

 

Order Cancellation Before Delivery

 

If you have changed your mind, you may cancel or change your order with us WITHIN 24 hours upon the order confirmation before delivery. The order cancellation will incur a 2% ADMINISTRATIVE FEE of the order amount. All products are qualifying for cancellation EXCEPT the following,

 

  • Customized products / Made to order products
  • Clearance products / Final sale products / Display products

 

Any request of order cancellation will NOT be entertained after the 24 hours of order confirmation.

 

 

Order Cancellation After Delivery

 

If you decide your piece isn't quite right to your space or you just changed your mind, we do provide FIFTEEN (15) DAYS SATISFACTION GUARANTEE policy. You can request for a return or exchange up to FIFTEEN (15) days from the date of delivery of the ORIGINAL order.

 

Fifteen (15) Days Satisfaction Guarantee

 

  • A return request shall be made to us within FIFTEEN (15) days from the delivery date of the original order
  • All return will incur a RETURN FEE and ADMINISTRATIVE FEE which include,
    • Return Fee
      • Return Collection Fee - RM50 per item, capped at RM250 per trip
      • Staircase Delivery Fee - RM20 per floor per item
    • Administrative Fee
      • 2% of the order amount
  • All products are qualifying for return EXCEPT for the following:
    • Products modified or repaired by the customer and/or the third party
    • Damage caused by improper use such as impact, scratch by sharp or foreign objects
    • Regular wear and tear
    • Changes in appearance and bending due to the temperature and humidity 
    • Clearance product / Final Sale products / Display products
    • Customized products / Made to order products
    • Products that required on site assembly
    • Products are NOT in its new and original unopened condition
    • Products that have been removed from their original packaging, used, stained, torn, washed, discoloured, dented, damaged and/or with traces of fragrance or odours.
    • Mattress or any bedding products

 

The following option can be chosen for your return request,

  • Free Product Exchange ONCE
    • No incurrence of RETURN FEE and ADMINISTRATIVE FEE for the FIRST exchange
    • Exchange with other product(s) listed on this online store
    • If you requested to exchange more than ONCE, RETURN FEE and ADMINISTRATIVE FEE will apply
    • The value of the new product you exchange must be the same or not less than the original product value. If the value of the new product is higher, the difference should be paid by the customer.
  • Convert Payment to Online Store Credit
    • Incur RETURN FEE
    • Paid amount EXCLUDE the RETURN FEE will be converted to Online Store Credit which can be fully redeemed for a future order in our online store
    • Delivery charges of the new item will be borne by the customer
  • Refund in Condition
    • Incur RETURN FEE and ADMINISTRATIVE FEE
    • For payment that is paid through online payment gateway, we will notify our payment gateway service provider to cancel the relevant transaction
    • For credit card purchase, please allow 7-14 working days for the payment gateway service provider to process your refund
    • For other payment methods, the customer will need to provide their bank details to our customer service team. The refund process will take about 7-21 working days

 

 

What if the product is incorrect as per order?

 

We will check the order sheet and ensure product delivery is as accurate as possible. However, there are possibilities that our crew overlook the order sheet under certain circumstances. the person who receives the goods should perform the checking of the product and contact our customer service team immediately and we will arrange a replacement for you without any extra charges.

 

 

What if the product is damaged or defective?

 

Every single piece of product will be going through the quality check and send it to you by our experienced delivery crew with safely packed. However, there are possibilities that our crew overlook the defect during the quality check under certain circumstances. if it does not function well, please contact our customer service team immediately within FIFTEEN (15) days and we will,

 

  1. Repair it to make it function as stated
  2. Replace it with a new one that is functional
  3. If (1) & (2) is unable to fulfil, we will collect the defective product and refund the amount to you as store credit

 

There are no extra charges on the collection from your site. Kindly note that we required a photo/video of the defective product for our team to provide better assistant.

 

 

If you have any doubts or questions, please do not hesitate to contact us through email at support@jjfurniture.com.my or by Whatsapp us at 019-2123433 / 017-3127389. Our customer service is always ready to help you!

 

 

IMPORTANT NOTE:

Products should be unused, undamaged and in resalable condition and with its original packaging fully intact. JJ Furniture Trading has the full discretion to decide whether any item is in a condition suitable for return and reserves the right to reject any return if they are deemed unfit for return. No further dispute will be entertained after the given grace period. The date and time of the pickup of the item you wish to return will be allocated to you, subject to the availability of our logistic resources. Unless prior arrangements have been made with JJ Furniture Trading, requests for returns made directly at our warehouse will not be entertained.