Refund Policy

RETURN & EXCHANGE POLICY – JEN HO

At Jen Ho, every piece is carefully designed and checked before shipping.
However, if there is any issue with your order, we are always here to support you.

1. Timeframe to Request Exchange

Kindly contact us within 48 hours after receiving your parcel.
The item should be sent back within 7 days from the delivery date.

2. Conditions for Exchange

To ensure fairness for all customers, we can only accept items that:
• Have not been worn, washed or altered
• Still have original tag and packaging
• Are in original condition
• Do not have any unusual or strong odors
Each order is eligible for one exchange only.

3. Exchange Scenarios

Situation Our Support
Defective item / wrong item sent We will arrange a replacement and cover the shipping cost
Change of size / change of mind You may exchange for a different size or another item of the same value, or top up for a higher value item.
Kindly note that return shipping will be borne by the customer.
A processing fee of RM10 (West Malaysia) or RM20 (East Malaysia) applies for each exchange.
We sincerely seek your understanding that we are unable to offer refunds. All approved cases will be handled by exchange only.

4. According to Purchase Channel

Orders from Shopee / TikTok / Lazada

Please submit the return or exchange request directly through the platform you purchased from, and we will assist you based on the platform’s procedure.

Orders from Website

For orders placed on our website, we will arrange a courier to collect your return and handle the exchange accordingly.
You may track the progress via your account on jenho.co or through email notifications.

Orders from Facebook / IG / WhatsApp

Please contact our customer service team for exchange arrangement.
We will prepare the replacement once the returned item is received.

5. International Orders

For Singapore orders, exchanges for size or change of mind are available, subject to an exchange fee of RM25.
For all other international orders, exchanges or returns are only applicable in the case of defective or incorrectly shipped items.

6. Return Arrangement

Please check your email for the exchange instructions.
Kindly pack the item carefully in its original condition and attach the printed invoice to the parcel.
Our courier will contact you prior to collection, so please keep your phone accessible.
We kindly ask that someone be available to hand over the parcel at the scheduled pickup time.
We truly appreciate your understanding and support for JEN HO.
Your satisfaction means a great deal to us, and we are committed to always making things right.