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Return Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. 

To be eligible for a return, it will need to be 30days before your purchase, your item must be unused or damaged and in the same condition that you received it. It must also be in the original packaging. 

Additional non-returnable items: 

– Gift cards 

– Downloadable software products 

To complete your return, we require your order number to process. 

There are certain situations where only partial refunds or no refund are granted. 

– Any item not in its original condition is damaged or missing parts for reasons not due to our error 

– Any item that is returned more than 30 days after delivery 

– Any item that needed refund due to size issue. Our products are design and created with optimal size. We also displayed the size of our item. Make sure you acknowledge to the size item before you buy.

– Any item that is bought but is not suitable due to personal reasons are non-refundable.

– Any item that is returned within 30 days without a good valid reasons.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. 

Then contact your credit card company, it may take some time before your refund is officially posted. 

Next, contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at support@jaserie.com

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges

We only replace items if they are defective or damaged or sent wrong color. If you need to exchange it for the same item, press this link

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

Shipping 

To return your product, press this link first and we will guide you through the returning process.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over RM300, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Terms & Conditions for Pillow 99 Days Warranty:

  1. Only customers who have successfully paid RM2 for the warranty subscription are eligible for the 99-day trial service. (Subscribing after receiving the pillow is invalid.) 只有成功付费RM2 订阅warranty的顾客才能享有99天试睡服务。(拿到枕头后才订阅是无效的)。
  2. Within 14 days of receiving the product, you must open and inspect the pillow. If you have any questions, please contact our customer service for assistance.收到货的14天内必须打开并检查枕头,若有任何疑问务必及时联系我们客服协助处理。
  3. To return the pillow within the 99-day period, please contact customer service to verify the validity of the warranty. 在99天内若要退还枕头,请联系客服进行核实warranty的有效期限。
  4. Payment will be reviewed and processed within 14 days of the pillow’s return. If the returned items are missing or damaged, the refund will be either invalid or reduced. 款项会在枕头退回的14天内进行审查并process。若寄回的货物有遗漏或破损,退款将无效或减半。
  5. Upon confirming that the items have not been intentionally damaged and no parts are missing (pillow core, adjustment pillar, inner cover, box), we will provide a full refund. 在确定货物没有被恶意破坏和遗漏零件(枕芯+调整柱+内套+盒子)的情况下,我们将会进行全额退款。
  6. Pillowcases are non-refundable. 枕头套是无法进行退款的。
  7. The returned pillows will be donated to charitable organizations or nursing homes and will not be resold. 退回的枕头我们将会捐献给慈善机构或老人院,并不会进行2次销售。