14-day Return, Exchange or Refund Policy


Reason of Return


Reason of Return

Reason Code



Damaged Product


The outer product packaging is damaged


Defective Product


The product is expired, insufficient sachet count, sachet leakage


Wrong Product Delivered


The delivered product is different from the order placed and paid for.


Incomplete Order Delivered


Product ordered, paid and billed but not included in the delivery




Customer must specify the reason for return


Customer satisfaction is of the utmost importance to us. Therefore, we offer 14-day Return and Refund Policy to allow customers shop with confidence.

JoyAmaze® shall give the best efforts to ensure that orders are correctly fulfilled. We take every measure to ensure all products we sell are in stock and the availability reflected in JoyAmaze® online shop. Should there be any discrepancy of products delivered and the customer wishes for return, refund or exchange, please contact us within fourteen (14) days upon receiving the products.


Part 1 – Return a Product

Before Customer Returns a Product

The customer must contact JoyAmaze® through E-mail or a call to our Customer Careline within 14 days of the receipt of the product if he/she wishes to return it.

Our Customer Service Team will direct the customer of the procedures in respect of the return of the product, providing a description, visual evidence (if necessary) and filling the Return, Refund or Exchange Form. JoyAmaze® reserves the rights to accept or reject the returning of a product.

In the case of Damaged Product, Defective Product, Wrong Product Delivered or Incomplete Order Delivered (Reason of Return No.1, 2, 3 and 4), the customer must contact JoyAmaze® Careline immediately, preferably within three (3) day of receipt. The customer must keep all product, bill/invoice and packing material that originally come with the product and return them back for inspection.

Additionally, in the case of Damaged Product or Defective Product (Reason of Return No. 1 and 2), the customer must provide us a description and photos of the damaged and/ or defective product and the condition of any packaging via e-mail.

In the case of Incomplete Order Delivered (Reason of Return No. 4), the customer also has the choice to request for the missing product to be shipped without having to return the product. JoyAmaze® is responsible for the shipping cost of the missing product.

How to Return Product(s):

  1. Download and complete JoyAmaze® Return, Refund or Exchange Form, located on the Customer Service page or download here.
  2. Print the Return Form and complete it by hand. Customer must fill in the Reason Code based on the reason why he/she is returning the product  
  3. Send the form with the product you intended to return to the address listed on the policy and on the form.
  4. Customer must ship the product to JoyAmaze® within 14 days of receipt of the product and bear the shipping cost*.

The customer is entirely responsible for the product should it suffers damage or lost during the return shipping. Therefore for the customer’s protection, please ship the returned product with insured courier such as PosLaju, Citylink, Nationwide, etc. and keep the tracking number with you.

Customer will be contacted by e-mail when product returned has been processed.


Part 2 – Exchange or Refund

JoyAmaze® reserves the right to reject the refund or exchange if the product is found not to be damaged, defective, wrongly delivered or incomplete.



For product return due to Reason 3, Wrong Product Delivered. JoyAmaze® will process the correct order immediately and ship it to the customer without additional cost.

For product return due to Reason 1, Damaged Product or Reason 2, Defective Product, the customer can opt to exchange with an identical product or different product. If the exchanged product is of greater value than the original product, the customer must bear the extra cost.



Prices of products, related cost of shipment and Goods and Service Tax (GST) are calculated during checkout, before customer confirms the order. The customer can cancel the intended order before payment. JoyAmaze® will not entertain any cancellation and request for a refund after the customer confirmed the online order.

The return of a product by a customer does not automatically warrant for a refund. JoyAmaze® has the right to inspect the returned products upon receipt. If any one of Reason of Return No. 1 to 4 of this Return, Refund or Exchange Policy has been fulfilled, a refund will be made to the customer.

*JoyAmaze® will reimburse the courier charges to customer for the returned products to us provided that the courier payment slip is given to us upon seeking a refund.

All refunds will be made via the same mode of payment the customer made. The payment of refund is within two (2) months and is also depends on the duration of time the customer’s financial institution takes to finalize the refund. JoyAmaze® shall not be liable for any loss, damage, cost or expense that the customer may incur as a result of any delay the financial institution processing the said refund.


Online banking

If the customer’s original purchase were made through online banking, a full-priced refund including GST would be issued to the bank account. Shipping cost is refunded if the original purchase shipped was Damaged, Defective, Wrong Product Delivered or Incomplete Order Delivered (Reason of Return 1,2,3 or 4).


Debit/Credit Card

If the customer’s initial purchase were made with a bank credit or debit card, a full-priced refund including GST would be issued to the card. Shipping cost is refunded if the original purchase was Damaged, Defective, Wrong Product Delivered or Incomplete Order Delivered (Reason of Return 1,2,3 or 4).


JoyAmaze Sdn. Bhd
343, Jalan Perusahaan 2,
Taman Bandar Baru Mergong,
05150 Alor Setar,


JoyAmaze® Standard Business Hours:

Monday to Friday - 9 A.M. to 6 P.M.

Saturday - 9 A.M. to 1 P.M.  

Customer Careline 1300-88-1268

E-mail : eshop@joyamaze.com.my


This document was last updated on August 5, 2016