Returns and Refunds

  1. Timeframe: You may submit a return and refund request within 7 calendar days from the date of receipt (based on the logistics delivery timestamp). Requests submitted after this period will not be accepted.
  2. Item Condition Requirements:
    • Items must be in pristine condition, unworn, unwashed, free of artificial damage, and suitable for resale.
    • Original packaging, tags, labels, security codes, accessories, and complimentary gifts (if any) must be fully intact.
  3. Non-Returnable Items:
    • Items purchased from unofficial sales channels.
    • Items exceeding the 7-day return window.
    • Intimate apparel, customized items, food products, or special items explicitly marked as “Final Sale / Non-Returnable” (except for quality defects).
    • Items damaged due to improper storage or misuse by the consumer (e.g., stains, perfume odors, cosmetics traces, artificial scratches).
    • Items missing original packaging, tags, or accessories.

II. Definition of Quality vs. Non-Quality Issues

  • Quality Issues: Refers to manufacturing defects such as extensive tearing, severe loose threads, hardware malfunctions, or functional flaws. Return shipping costs for quality issues will be covered by jenis.
  • Non-Quality Issues: Refers to returns due to personal preference, incorrect sizing, minor color variations, or subjective dissatisfaction. Return shipping costs for non-quality issues must be borne by the buyer. (For free-shipping orders, the original outbound shipping fee may also be deducted, depending on the promotional terms at the time of purchase).

III. Return and Refund Process

  1. Submit Request: Log into the official jenis platform (Mini Program, App, or official website), navigate to “My Orders,” locate the target order, and click “Apply for After-Sales / Return & Refund.”
  2. Provide Details: Select the reason for return and upload clear photos or evidence of the item (close-up photos of defects are required for quality-related issues).
  3. Review and Ship Back:
    • Customer service will review your request within 1–2 business days.
    • Once approved, the return warehouse address will be provided in the system. Please ship the item back via courier within 48 hours and enter the correct tracking number into the system.
    • Note: Collect-on-delivery (COD) packages will be strictly rejected.
  4. Inspection and Refund:
    • Upon receiving and inspecting the returned item to ensure it meets the return criteria, the refund will be processed within 3–5 business days.
    • The refund will be returned via the original payment method (actual arrival time depends on the processing speed of your issuing bank or payment platform).

IV. Exchange Policy

jenis generally operates on a “return-only” policy. If you need to exchange an item for a different size or style, please apply for a return and refund following the steps above, and place a new order directly for the item you need to receive it as quickly as possible.

V. Additional Notes

  • If a return package is lost or delayed due to an incorrect return address provided by the buyer or a failure to submit the tracking number as required, the resulting losses shall be borne by the buyer.
  • For orders participating in bundle discounts, tier-ed promotions, or gift-with-purchase campaigns, if a partial return causes the remaining order to fall below the promotion threshold, the refund amount will be adjusted to deduct the corresponding promotional discount or gift value.
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