Return, Refund and Exchange Policy

1. General Policy

Products sold by JIAN LI ENTERPRISE SDN. BHD. are generally not refundable or exchangeable once an order has been completed, except in the circumstances stated in this policy. This policy applies to purchases made through jianlienterprise.online.

2. When a Return, Refund, or Exchange May Be Accepted

A request may be considered if the wrong item was delivered, the item received is different from the product description, specification, feature, or information shown on our website, the item arrives spoiled, damaged, or defective, or the delivery has exceeded the timeline stated in our Shipping Policy.

3. Evidence Required

To support a request, the customer must provide clear evidence. This may include a continuous unboxing video showing the unopened parcel, shipping label, packaging, and item received, a clear first-use video where relevant, photos of the issue, order details, and any other documents or information requested by our team.

4. Request Period

All return, refund, or exchange requests must be sent to jianli_enterprise@outlook.com within 24 hours after receiving the item. Requests made after this period, or requests without the required supporting evidence, may not be accepted.

5. Review and Approval

After receiving your request, we will review the order details and evidence provided. Approval is not automatic and will depend on whether the issue falls within the accepted reasons under this policy.

6. Refund or Exchange Method

If a refund is approved, it will be processed to the original payment method used for the order or, where applicable, to the customer’s bank account. If an exchange is approved, we will advise the next steps based on stock availability and the condition of the returned item.

7. Shipping Costs

Where the issue is caused by an incorrect, defective, damaged, or wrongly described item, return shipping arrangements will be reviewed by our team. Any return made without prior approval may not be accepted.