Last Updated: 29 August 2025
1.1 Consumers can request for return and refund for the purchased items via the JIFF app(s) within the given timeframe from the date of the items received.
1.2 Consumers may request a refund only if the purchased item has not been delivered within the timeframe set by JIFF or any of our logistics partners.
1.3 Consumers can only request return and refund for the purchased items in the following circumstances:
(i) The item was in damaged condition when received
(ii) The item received was defective and does not work as intended
(iii) The item delivered has missing quantity or accessories
(iv) The item received is in its original and sealed condition (consumer did not open the packaging)
(v) The item received does not match the product description by merchant on the app
(vi) Empty packaging without purchased item was received
1.4 The items in the following circumstances cannot be returned:
(i) The items that were made to consumer’s specifications or clearly personalized.
(ii) The items which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
(iii) The items which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
(iv) The items which are, after delivery, according to their nature, inseparably mixed with other items.
1.5 We reserve the right to refuse returns of any items that does not meet the above return conditions in our sole discretion.
1.6 Only regular priced items may be refunded. Unfortunately, items on sale cannot be refunded. This exclusion may not apply to consumers if it is not permitted by applicable law.
1.7 The approval of consumer’s refund request will be made by JIFF, in its sole discretion, as stated in the Terms of Service.
1.8 Refund for the item will be made in no later than 14 days from the day on which merchants received the returned item. We will use the same means of payment as used for the order, and consumers will not incur any fees for such reimbursement.
2.1 Consumers must submit proof of purchase and condition of the item along when requesting for a return and refund.
2.2 Consumers must provide supporting evidence for the request, which includes:
(a) Take clear photos of the item’s packaging before opening
(b) Take clear photos of the item
(c) Record a video to show any defects or issues
(d) Provide a detailed description of the issue with the item
2.3 Consumers are advised to record the condition of package after receiving and the unboxing process.
3.1 Approval for a return and refund request is made by JIFF in its sole discretion based on the circumstances and proof as stated in section 1 and 2.
3.2 Merchants must agree to acknowledge the return and refund requests made by consumers and approved by JIFF.
3.3 Merchants acknowledges and agrees that the decision made by JIFF is final, conclusive and binding, and agrees to not assert any claim against JIFF in relation to such decision.
4.1 Consumers are responsible for the cost and risk of returning the items to us or the merchants.
4.2 Merchants will responsible for the consumer’s forward and return shipping fees only in situation of an unforeseen error from the merchant’s end.
4.3 In the case of dispute between the merchant and consumer, JIFF will determine the party liable for the return shipping fee after a careful investigation by screening the evidence provided by both parties.
4.4 JIFF will not be held responsible for any items damaged or lost in the return shipment. Therefore, we recommend consumers and merchants to have an insured and trackable mail service. We are unable to issue a refund without an actual receipt of the items or the proof of the item returned has been received by the merchant.
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