Refund and Returns Policy

Thank you for shopping at Mr Jay’s Online.

We aim to offer services that will benefit all our customers. We hope you are happy with every purchase you make. If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns, we will do our best to assist you.

The following terms are applicable for any products that You purchased with Us.

Interpretation and Definitions

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.


For the purposes of this Return and Refund Policy:

  • Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Mr Jay’s Online.
  • Goods refer to the items offered for sale on the Service.
  • Orders mean a request by You to purchase Goods from Us.
  • Service refers to the Website.
  • Website refers to Mr Jay’s Online, accessible from
  • You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
Returnable items

Items that can be returned/refunded or exchanged within the warranty* follow the criteria as below:

  • Faulty items damaged/broken, or soiled upon arrival.
  • Items received in the incorrect size/color.


  • Please check the item description for the warranty period. If you can’t find it in the description, it will be 30 days for most of the items.

Note: Items which approved return request must follow the criteria as below:

  • Items are in the original packing with tags.
  • Items are in brand new condition: unwashed, unworn, unused, and unaltered.
Return Conditions

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service.

You are responsible for the cost and risk of returning the Goods to Us. For items with no quality issue, please understand that we will not be responsible for the return shipping cost. All return requests must be authorized by our customer service team before shipping to our returned address.

Non-Returnable Items

We cannot accept returns under the following conditions:

  • Goods which are washed, worn, used, tag-removed, or misused items.
  • Goods made to Your specifications or clearly personalized.
  • Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
  • Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
  • Goods which are, after delivery, according to their nature, inseparably mixed with other items.
  • Goods under the following categories are non-returnable for customer’s reason:
*Customer’s Reason:
  • No longer needed
  • Bought by mistake
  • Changed mind
  • Not as expected, etc..
Before Making a Return Request,
  • For any reason, if you would like to cancel your order while the order is under the shipping process, you will need to wait until you receive the package in hand before making a return request. Because Cross-Border Shipping involves complicated procedures, domestic and international customs clearance, and local and international shipping carriers and agencies.
  • If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.
  • If the package is returned to our warehouse because of a customer’s personal reason (Check details below), we’ll contact you about re-paying the reshipment postage and arrange the reshipment. However, please understand that no refund will be issued in this situation. Details for customer’s personal reason:
    • Wrong address/no consignee
    • Invalid contact information/ no answer to the delivery calls & emails
    • Customer refuses to accept package/pay tax fee/ complete customs clearance
    • Didn’t collect package by the deadline

If the Goods were marked as a gift when purchased and then shipped directly to you, You’ll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.

If the Goods weren’t marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.

Return address & refunds

Return address: Please contact the customer service to find the details. Please always submit a request using the “Refund Request” next to your order in order history page to obtain the return address. Please DON’T return your package to any address indicated on the shipping label of the package received, we cannot be held responsible if packages are returned to the wrong address.

Refunds: The refund will be issued to your Credit Account. You can either use Credits to pay for new order or withdraw it to the original account/card you paid earlier. The original shipping fee and insurance are non-refundable.


If you want to return the product, please submit a request using “Refund Request” next to your order in order history page with supportive proof(photos). After you submit your ticket, our Customer Service will approve your return request according to our policy, warranty, product status, and the proof you provided.

We are also not liable for any aftersales issues that have been mishandled without any prior approval from Mr Jay’s Online. We also require justifications for every claim, such as photo-taking, video proof, etc.

Trackable Packages Inquiry Period

Please note that all shipping companies only accept inquires submitted within the Inquiry Period. If you would like to check for packages you didn’t receive, please contact customer service within the required period. Thank you for your cooperation:

  • Expedited Express/Premium: 30 days from the shipped day
  • Expedited Postal/Priority Line/Economy Air/Standard: 60 days from the shipped day
  • Postal service – tracking: 90 days from the shipped day
Package Delivery Follow-Up & Review Invitation

We’ll send a delivery follow-up email to you after a certain shipping period and invite you to share the shopping experience.

  • Hope you enjoyed our service. You’re welcome to confirm the delivery and write reviews. (Our system will auto-confirm the delivery if no update comes from your side.)
  • If you haven’t received the package yet, please contact Customer service for help.
Need help?

If you have any questions about our Returns and Refunds Policy, you can contact us at any time using our contact us form.

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