Return and Refund Policy
JYNIE REFUND & RETURN POLICY
Last Updated: 25 August 2026
At Jynie, we understand that purchasing a pre-loved designer item online requires confidence in its authenticity, condition and description.
This Refund & Return Policy explains when a purchase may be returned and when a refund may be issued.
This Policy applies to purchases made through Jynie's website unless a particular product listing states additional or different terms.
Nothing in this Policy excludes or limits any rights or remedies that cannot legally be excluded or limited under Malaysian law.
---
1. AUTHENTICITY
Authenticity is fundamental to Jynie.
Eligible products undergo Jynie's authentication process before being offered for sale.
Where appropriate, Jynie uses Entrupy authentication technology as part of this process.
If a buyer has a genuine and reasonable concern that a product purchased from Jynie is not authentic, the buyer should contact Jynie immediately.
Jynie may require the product to be returned for examination and/or further authentication.
1.1 If a Product Is Determined to Be Inauthentic
If Jynie determines, after investigation, that a product sold by Jynie is not authentic, Jynie will provide an appropriate remedy, which may include:
- a full refund of the purchase price;
- reimbursement of the original shipping charge; and
- return shipping arrangements.
Jynie may also take appropriate action against the consignor.
Where an Entrupy-authenticated item is disputed, Jynie may use the dispute and re-authentication procedures available under Entrupy's applicable terms.
Entrupy's financial guarantee is provided to Jynie as its business customer and is not a direct guarantee to Jynie's buyers.
---
2. ITEM SIGNIFICANTLY NOT AS DESCRIBED
A buyer may request a return where the product received is materially different from the product description.
Examples may include:
- a materially different model;
- a materially different size;
- a different product;
- a significant undisclosed defect;
- a significant undisclosed alteration;
- missing material accessories expressly stated as included; or
- a condition materially different from the stated condition.
Minor signs of wear that are consistent with the disclosed condition of a pre-loved item will generally not qualify as "not as described."
---
3. DAMAGE DURING DELIVERY
If an item arrives damaged, the buyer should:
1. photograph the external packaging before opening it where possible;
2. photograph the packaging and the product;
3. retain the packaging;
4. contact Jynie as soon as possible; and
5. provide photographs and any relevant delivery information.
Jynie will investigate the matter with the relevant courier.
---
4. CHANGE-OF-MIND RETURNS
Because many Jynie products are unique, pre-loved, consigned or limited-availability items, change-of-mind returns are NOT ACCEPTED.
---
5. RETURN PERIOD
Unless otherwise stated on the product listing, a return request must be submitted within 7 Days of delivery.
The return period does not limit any mandatory statutory rights available to the buyer.
---
6. HOW TO REQUEST A RETURN
To request a return, contact:
support@jynie.co
Please provide:
- order number;
- buyer's name;
- product name;
- reason for the return;
- photographs of the product;
- photographs of any alleged defect or damage; and
- any other information reasonably requested by Jynie.
Jynie will review the request and provide return instructions where the return is approved.
Do not send an item back without receiving return instructions from Jynie.
---
7. RETURN CONDITION
Returned products must be returned in the same condition in which they were received, subject to the defect or issue giving rise to the return.
The following may cause a return to be rejected:
- use of the product after delivery;
- damage caused by the buyer;
- removal of tags, seals or security devices;
- removal or alteration of identifying marks;
- modification or repair;
- exposure to perfume, smoke, liquids or other substances;
- missing accessories;
- missing packaging where such packaging was material to the listing;
- evidence of substitution; or
- evidence of fraudulent return activity.
---
8. AUTHENTICATION AND RETURN FRAUD
Jynie may photograph and record identifying features of products before dispatch.
Where appropriate, Jynie may use authentication, serial-number verification, product fingerprinting or other methods to determine whether a returned product is the same product that was originally sold.
Entrupy currently provides fingerprinting technology designed to help identify whether a returned product matches the product previously authenticated.
If Jynie reasonably determines that a returned product has been substituted, materially altered or fraudulently returned, the refund may be refused and further action may be taken.
---
9. REFUNDS
Once an approved return has been received and inspected, Jynie will notify the buyer whether the refund has been approved.
Where a refund is approved, the refund will generally be made to the original payment method.
The time required for the funds to appear in the buyer's account may depend on the relevant bank or payment provider.
---
10. SHIPPING COSTS
Where a return is approved because:
- the product is materially not as described;
- the product is defective in a material respect;
- the product was damaged before delivery; or
- the product is determined to be inauthentic,
Jynie will arrange or reimburse reasonable return shipping costs as appropriate.
---
11. PARTIAL REFUNDS
Jynie may, at its discretion and where appropriate, offer a partial refund instead of a return where:
- a minor undisclosed issue is identified;
- the buyer agrees to keep the item; or
- a partial refund is otherwise appropriate.
A partial refund will only be made with the buyer's agreement.
---
12. SELLER LIABILITY
Where a return, refund or other loss results from a seller's:
- counterfeit product;
- material misrepresentation;
- undisclosed material defect;
- fraudulent conduct;
- ownership issue; or
- other breach of the seller's obligations,
Jynie may recover the relevant amount from the seller to the extent permitted by the seller's agreement and applicable law.
This does not affect the buyer's rights against Jynie.
---
13. ITEMS THAT CANNOT BE RETURNED
Unless otherwise required by law, certain products may not be returnable where their nature makes return inappropriate or where they have been altered, personalised, used or damaged after delivery.
Any special return restrictions will be disclosed on the relevant product listing where applicable.
---
14. CANCELLATION BEFORE DISPATCH
If you wish to cancel an order before dispatch, contact Jynie immediately.
We will endeavour to accommodate cancellation requests where the order has not yet been processed or dispatched.
Once an order has been dispatched, the applicable return procedure will apply.
---
15. REFUNDS FOR CANCELLED ORDERS
If Jynie cancels an order because the product is unavailable, fails authentication, is materially damaged, or cannot otherwise be supplied, Jynie will arrange an appropriate refund of amounts paid for the affected order.
---
16. NO EXCLUSION OF STATUTORY RIGHTS
Nothing in this Policy is intended to exclude, restrict or waive any rights or remedies that a buyer has under Malaysian law and that cannot legally be excluded or waived.
---
17. CONTACT
For returns and refund enquiries:
Jynie / Injynuity Sdn. Bhd.
Email: support@jynie.co
Website: https://www.jynie.co/my