Refund policy
Return & Refund Policy
Return period & conditions
We accept returns within 30 days of receipt, for both defective and non-defective products, provided they are unused and in their original condition.
If your order has not yet been shipped, you can cancel it free of charge by contacting us.
To be eligible for a return, the product must:
- Be unused and in the same condition as when received
- Be complete, including all original packaging, tags, and accessories
- Be hygienically acceptable (no stains, odours, or signs of wear)
- Be accompanied by proof of purchase (order number or confirmation)
How to start a return
To register a return, contact our customer service by email at support@jazroy.com. Please include:
- Order number
- Name of the recipient
- Delivery address
- Reason for return
We respond within 24 to 48 hours (on business days) and will send you clear return instructions. Once approved, please return the product by post within 14 days, according to the instructions provided.
Important: we strongly advise using a shipping method with track & trace. Jazroy is not responsible for return shipments that are lost in transit without tracking.
Return costs & shipping method
- Returns are processed by post
- Return costs are at the customer's expense
- No restocking fees are charged
Exception: in the case of a defective, damaged, or incorrectly delivered product, we will fully reimburse all return costs.
Damaged, defective, or incorrect products
Please inspect your order immediately upon receipt. If you receive a product that is defective, damaged, or incorrectly delivered, please report it to us as soon as possible, and within 7 days of receipt at the latest, via support@jazroy.com, including:
- Photos of the issue
- Your order number
We will assess your report and arrange a free return, followed by a full refund or replacement. Return costs are always free in these cases.
Non-returnable items
The following items cannot be returned:
- Personalised or custom-made products
- Gift cards
Exchanges
We do not offer exchanges. If you would like a different colour, please return your original order for a refund under the 30-day return policy above, and place a new order for the one you want.
This does not affect faulty, damaged, or incorrectly delivered items, which are covered above: we arrange a free return and then a full refund or replacement at no cost to you.
Refunds
Once we have received your return, we inspect it and confirm the outcome by email (approved or rejected).
Your refund is issued within 10 business days after we receive your return. Refunds are made to your original payment method, or as store credit if you prefer, whichever you tell us when you start the return.
Legal rights (Singapore)
This return policy does not affect your statutory rights under Singapore's Consumer Protection (Fair Trading) Act. You have the right to a repair, replacement, or refund for goods that do not conform to the agreement.
Company & contact details
Store name: Jazroy
Company name: Chazrt (UEN: 53520536L), trading as Jazroy
Business address: 7 Temasek Boulevard, #12-07, Suntec Tower One, Singapore 038987
Contact
Email: support@jazroy.com
Phone: +6531064851
Contact form: jazroy.com/pages/contact-us
Preferred contact method: email
Customer service hours
Monday to Friday: 10:00 – 17:00 (GMT+8, Singapore time)