This Return, Refund and Exchange Policy applies to all purchases made through JEJAK RIMBA SDN. BHD. (“Company”, “we”, “us”, or “our”) through our website at https://jejakrimba.online/. By placing an order with us, you acknowledge and agree to the terms and conditions stated in this policy.
1. General Policy
All items sold by JEJAK RIMBA SDN. BHD., including shoes, slippers, and related accessories, are carefully checked and packed before being dispatched to customers.
Unless otherwise stated in this policy, all items sold are non-exchangeable and non-refundable.
A return, exchange, or refund may only be considered under the circumstances specified below.
2. Eligible Reasons for Return, Refund or Exchange
Customers may request a return, refund, or exchange only when one of the following circumstances applies:
2.1 Wrong Item Received
The Company has sent an item that is different from the item ordered by the customer, such as a different product, design, size, colour, or other material specification.
2.2 Item Does Not Match the Website Description
The item received does not reasonably match the specifications, description, features, product information, or other details advertised on our website at the time the order was placed.
2.3 Item Received Damaged or Defective
The item received is spoiled, damaged, defective, or otherwise unsuitable for normal use upon delivery.
Customers are required to provide sufficient evidence showing that the damage or defect was present when the item was received.
2.4 Delivery Exceeds the Stated Timeline
The order has exceeded the applicable delivery timeline stated in the Company’s Shipping Policy, subject to circumstances outside the Company’s reasonable control, including courier delays, public holidays, adverse weather, force majeure events, incorrect delivery information provided by the customer, or other circumstances beyond the Company’s control.
3. Non-Eligible Reasons
Returns, refunds, and exchanges will generally not be accepted for reasons including, but not limited to:
- Change of mind after placing an order.
- Incorrect size selected by the customer.
- Incorrect colour, design, or product selected by the customer.
- Customer no longer requires or wants the item.
- The item does not fit due to the customer’s incorrect size selection.
- Minor differences in colour or appearance caused by lighting, photography, screen settings, or display devices.
- Normal wear and tear after the item has been used.
- Damage caused by improper use, misuse, negligence, accidents, or failure to follow product care instructions.
- Damage caused after delivery by the customer or any third party.
- Items that have been altered, modified, washed, cleaned, repaired, or otherwise handled improperly by the customer.
- Items returned without the required supporting evidence.
- Requests submitted after the stated 24-hour reporting period.
4. Required Evidence for Return or Refund Requests
To protect both customers and the Company and to allow us to properly investigate a claim, customers are required to provide sufficient evidence when submitting a return, refund, or exchange request.
The customer may be required to provide:
- A clear and continuous unboxing video showing the unopened parcel from the beginning of the unboxing process, including the shipping label, outer packaging, inner packaging, and item received.
- A clear video showing the first use of the item, where applicable, particularly when the claim concerns a defect or functional issue.
- Clear photographs showing the item, packaging, shipping label, damage, defect, wrong item received, or other relevant issue.
- The customer’s order number and relevant order details.
- Any other photographs, videos, documents, or supporting information reasonably requested by the Company for verification.
The unboxing video should clearly show the condition of the parcel before it is opened and continue throughout the unboxing process without significant cuts, edits, or interruptions.
Failure to provide sufficient evidence may result in the return, refund, or exchange request being rejected.
5. 24-Hour Reporting Period
All return, refund, and exchange requests must be submitted to the Company within 24 hours from the time the customer receives the item.
Requests must be sent to:
Email: jejakrimba@outlook.com
The request should include the customer’s order number, a description of the issue, relevant photographs or videos, and any other supporting evidence required by the Company.
Any request submitted after the 24-hour period will generally not be accepted.
Likewise, requests submitted without the required evidence may be rejected.
6. Review and Verification
Once a return, refund, or exchange request is received, the Company will review the information and supporting evidence provided by the customer.
The Company may request additional photographs, videos, order information, or other documentation where necessary to determine whether the claim is eligible.
Submission of a request does not automatically mean that the request has been approved.
The Company reserves the right to reject any request where:
- The issue does not fall within the eligible circumstances stated in this policy.
- The evidence provided is insufficient or unclear.
- The evidence does not establish that the issue existed when the item was received.
- The request was submitted outside the required 24-hour period.
- The item has been used, altered, damaged, washed, cleaned, repaired, or otherwise handled in a manner that may have caused or contributed to the reported issue.
- The information provided is inaccurate, incomplete, or misleading.
7. Return of Items
If a return is approved, the Company will provide the customer with instructions regarding the return process.
Customers must not return any item before receiving return instructions or approval from the Company.
Where applicable, the returned item must:
- Be in its original condition.
- Include the original packaging and accessories, where applicable.
- Include all relevant components supplied with the item.
- Not have been unnecessarily used, altered, washed, cleaned, damaged, or modified after delivery.
The Company may refuse a return if the returned item does not meet the applicable return requirements.
8. Exchange
Where an exchange is approved, the Company may provide a replacement item subject to product availability.
If the same item is unavailable, the Company may, at its discretion, offer an alternative solution, such as a replacement of equivalent value or a refund, depending on the circumstances of the case.
An exchange is not guaranteed merely because a customer has submitted a request. All exchanges remain subject to verification and approval by the Company.
9. Refunds
If a refund is approved, the refund will be processed using the applicable payment method or refund method determined by the Company.
The processing time for the refund may vary depending on the payment provider, bank, financial institution, or other third-party payment service involved.
Customers acknowledge that the Company is not responsible for delays caused by banks, payment gateways, courier companies, or other third-party service providers.
Where applicable, shipping fees, transaction fees, or other charges may be excluded from the refund unless the Company determines otherwise.
10. Delivery and Return Shipping Costs
Where the return is approved because the Company sent the wrong item, the item received does not match the advertised product information, or the item was damaged or defective upon delivery, the Company may provide instructions regarding the applicable return shipping arrangements.
For requests that do not fall within the eligible reasons stated in this policy, the Company is not responsible for return shipping costs.
Customers should not send any item back to the Company without first receiving confirmation and instructions from the Company.
11. Items Damaged After Delivery
The Company will not be responsible for damage caused after the item has been delivered to the customer.
This includes damage caused by improper handling, misuse, accidents, negligence, inappropriate cleaning or washing, exposure to unsuitable conditions, normal wear and tear, or failure to follow applicable care instructions.
12. Order Information
Customers are responsible for providing accurate information when placing an order, including their name, delivery address, contact details, product selection, size, colour, and other applicable information.
The Company will not be responsible for issues resulting from incorrect or incomplete information provided by the customer.
13. Final Decision
All return, refund, and exchange requests are subject to review and approval by JEJAK RIMBA SDN. BHD.
The Company’s decision regarding whether a request qualifies under this policy will be made based on the information and evidence provided, together with the circumstances of the case.
The Company reserves the right to amend, update, or modify this Return, Refund and Exchange Policy at any time without prior notice. Any changes will be published on this website and will take effect from the stated effective date.
14. Contact Us
If you have any questions regarding this Return, Refund and Exchange Policy or wish to submit a return, refund, or exchange request, please contact us:
JEJAK RIMBA SDN. BHD.
Website: https://jejakrimba.online/
📧 Email: jejakrimba@outlook.com
🏢 Address:
JEJAK RIMBA SDN. BHD
41-2, Jalan SS15/4 SS15, 47500 Subang Jaya, Selangor, Malaysia
Customers are encouraged to contact the Company as soon as possible after receiving their order if any issue is identified.