Refund policy
Return & Refund Policy
Changed your mind? 30-day returns
If you simply change your mind, you can return your order within 30 days of receiving it.
If your order has not yet been shipped, you can cancel it free of charge by contacting us.
For a change-of-mind return, the product must:
- Be unused and in the same condition as when you received it
- 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)
These conditions apply to change-of-mind returns only. They do not apply to faulty, damaged, or incorrectly delivered items, which are covered separately below.
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: for a faulty, damaged, or incorrectly delivered product, we pay the return postage. See Faulty, damaged, or incorrect items below.
Faulty, damaged, or incorrect items
This is separate from the change-of-mind policy above. There is no requirement for the item to be unused, because a fault often only appears once you start using the bag.
If your order arrives damaged, or is not the item you ordered, please tell us within 7 days of delivery so we can raise the claim with the courier in time. If a fault appears later in normal use, you are still covered.
Email support@jazroy.com with your order number and photos of the issue. We will arrange a free return and then a replacement or a full refund, whichever you prefer. You never pay return postage on a faulty, damaged, or incorrect item.
Under Singapore’s Consumer Protection (Fair Trading) Act, for the first six months after delivery a fault is presumed to have been present at delivery unless we can show otherwise.
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
Business name: Jazroy (UEN: 53530354L)
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)