Easy Exchange Policy

Easy Exchange Policy

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 your exchange or return request directly through the platform where you placed your order. We will assist you according to the platform's procedures.

Orders from Website

Please contact our Customer Service team to request an exchange.

Once your request is approved, we will email you the exchange confirmation, invoice and return instructions.

Customers are kindly requested to arrange the return shipment to our warehouse using any courier service of their choice.

After we receive and inspect the returned item, we will dispatch the replacement as soon as possible.

Orders from Facebook / IG / WhatsApp

Please contact our Customer Service team.

Once your exchange request is approved, we will email the exchange confirmation and return instructions.

Customers are kindly requested to arrange the return shipment to our warehouse using any courier service.

Your replacement will be shipped after the returned parcel has been received and inspected.


5. International Orders

For Singapore orders, exchanges for size or change of mind are available with an exchange fee of RM25.

For all other international orders, exchanges or returns are only accepted if the item received is defective or incorrect.


6. Return Arrangement

Please check your email for the exchange confirmation and return instructions.

Kindly pack the item securely in its original condition.

Arrange the return shipment using your preferred courier service and send the parcel to the address provided in the email.

Once the parcel has been shipped, kindly send us the tracking number so we can monitor the delivery and process your exchange promptly.

7. Important Notes

  • Return parcels remain the customer's responsibility until they are received by JEN HO.
  • We recommend using a courier service that provides a tracking number.
  • JEN HO is not responsible for parcels that are lost or damaged during return transit.
  • Replacement items will be shipped within 1–3 working days after the returned parcel has been inspected and approved.
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.