Refund and Returns Policy
Last updated: 26 June 2025
At The Jeleven, we offer personal shopping services to help you purchase products from China and deliver them to Malaysia. As our service involves acting as a third-party buyer on your behalf, our refund and return policy differs from traditional e-commerce stores.
Please read carefully before placing your order.
1. All Sales Are Final
Once your order has been confirmed and payment is made, it cannot be cancelled, refunded, or changed, as we purchase the item(s) on your behalf directly from third-party suppliers in China.
2. No Return Policy
Due to the nature of our service, we do not accept returns under the following circumstances:
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You change your mind after ordering
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Incorrect size, color, or variant was ordered by you
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Delays caused by shipping, customs clearance, or courier service
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Slight differences in product color or packaging due to lighting or supplier variation
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Damage caused after delivery to your address
3. Refunds Only for Certain Conditions
Refunds will only be considered under these special cases:
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Item is out of stock at supplier before we place the order
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Supplier fails to deliver or ships the wrong item (verified with photo proof)
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Item is lost in transit and confirmed by shipping partner with a tracking report
For these cases, you will be offered:
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Full refund (minus payment processing fees, if any), or
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Option to exchange with another item of equal value
4. Damaged or Defective Item (Rare Cases)
If your item arrives in a seriously damaged or unusable condition, you must:
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Notify us within 48 hours of receiving the item
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Provide clear photo or video proof of the issue
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We will submit a complaint to the original seller in China and request compensation on your behalf
Please note: We cannot guarantee success of the complaint, as it is subject to the seller’s own policies and platform rules (e.g. Taobao, 1688).
5. Shipping Delays & Customs
We are not responsible for delays due to:
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Customs inspection
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Public holidays or courier issues
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Natural disasters or shipping disruptions
Estimated delivery is 10–14 working days, but may vary. No refunds will be given for delays beyond our control.
6. How to Contact Us
For any questions or refund requests (under valid conditions), contact our support team:
📧 muhammadazammustapa@gmail.com
