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JC Infinity Sdn Bhd eCommerce Policy 

1. Refund Policy 

We prioritize product quality and customer satisfaction. Refunds are applicable only under the following conditions: 

  • Eligibility: 

  1. Refunds are granted for items received damaged, defective, or incorrect. 

Requests must be submitted within: 

  • 5 days of delivery for domestic orders. 

  • 15 days of delivery for international orders. However, for shipments involving sea freight, we understand that delays can occur, and we offer flexibility by extending this period to 30 calendar days from the delivery date. 

2. Include supporting documentation (order number, photos, and issue description). 

  • Non-Refundable Items: 

    • Opened, used, or unpackaged products. 

    • Items purchased during sales or promotions. 

  • How to Request a Refund: Contact us via WhatsApp (+6017-957 7269) or email (customercare@jeongfamily.com) with your details. Approved refunds will be processed within 10 business days to the original payment method. ​

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2. Order Changes and Cancellations 

To deliver orders swiftly, cancellations are not allowed once an order is confirmed. Please review your cart before checkout. Refunds will be considered only for the scenarios outlined in our Refund Policy. 

 

3. Delivery Policy 

We aim to provide fast, reliable delivery: 

  • Shipping Times: 

  1. Domestic: 3-5 business days. 

  2. International: 7-15 business days (customs-dependent). 

For shipments using sea freight, delivery may take longer depending on the shipping route, with an expected delivery time of up to 30 business days. 

 

  • Shipping Fees: 

  1. Domestic orders over USD 60 qualify for free shipping.  

  2. Additional charges apply for express or international shipping. 

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  • Order Tracking: A tracking number will be shared via WhatsApp or email within 24 hours of dispatch.

 

For delivery issues (non-delivery, incorrect address, lost packages), contact us within 14 days of the expected delivery date for resolution. For shipments using sea freight, we understand that delivery may take longer due to extended transit times. In such cases, please reach out within 30 calendar days from the expected delivery date to allow for the additional shipping time. 

 

4. Promotional and Services 

  • Free Gift: Enjoy a free gift with any purchase over USD 60. 

Wrapping Service: 

  • Free Wrapping: Complimentary wrapping is available for purchases of USD 60 or more per order. 

  • Charge for Separate Wrapping: A USD 3 fee will be charged for wrapping on purchases below USD 60, or for each individual item wrapped separately 

 

5. Customer Support 

We’re here to help with any queries: 

  • Hours: Monday - Friday, 9:00 AM - 6:00 PM (excluding holidays). 

 

REFERENCE 

Explore more about our brand and products at www.ilybyjeongfamily.com. 

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