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Refund and Return Policy

Refund and
Return Policy

Buyers may submit a request for return of goods (“Products”) and/or a refund before the expiry of the JT PACK Guarantee period, as specified in the Terms of Service, and subject to the applicable conditions therein.

The JT PACK Guarantee is a service provided by JT PACK at the request of users to facilitate resolution of certain disputes that may arise during transactions. Users are encouraged to communicate privately to resolve their differences, or may contact relevant local authorities for assistance before, during, or after engaging the JT PACK Guarantee.

Buyers may submit a return and/or refund request only under the following circumstances:
• The buyer did not receive the product;
• The product was defective and/or damaged during transit;
• The seller delivered a product that does not match the agreed specifications (e.g. wrong size, color, etc.);
• The product received differs materially from the description provided in the listing by the seller; or
• A mutual agreement is made between buyer and seller, with the seller submitting confirmation of such agreement to JT PACK.

The buyer must submit the request through JT PACK’s website platform.
JT PACK will assess each request on a case-by-case basis and retains sole discretion in determining whether the buyer’s claim is valid and should be acted upon.

In cases where legal proceedings have been initiated by the buyer against the seller, the buyer may submit formal notification from the relevant authority to JT PACK requesting that the payment be withheld until an official resolution is reached. JT PACK reserves the sole right to decide whether to withhold the payment based on the circumstances.

Buyers are not eligible to request a return or refund due to change of mind, unless otherwise specified in this policy.

Upon receiving a return/refund request, JT PACK will notify the seller in writing. The seller may respond in accordance with the procedures outlined in the notice. The seller must respond within the timeframe specified (“Response Period”). If no response is received within this period, JT PACK will proceed to assess the buyer’s request without further notice to the seller.

JT PACK will review each seller’s response on a case-by-case basis and shall have sole discretion in determining whether the buyer’s claim is successful, taking into account the explanations provided by the seller.

To facilitate the return process, buyers should ensure that returned products, including any complimentary items (e.g. accessories), are returned in the same condition in which they were received. Buyers are encouraged to take photographs of the items upon receipt.

The buyer and seller must mutually discuss and agree upon who will bear the cost of return shipping.

Refunds will be issued only after JT PACK has received confirmation from the seller that the returned goods have been received. If the seller fails to respond within the specified timeframe, JT PACK reserves the right to process the refund to the buyer without further notice to the seller. The refunded amount will be credited to the buyer’s credit/debit card or designated bank account, as appropriate.

JT PACK encourages open communication between users in the event of transaction-related issues. As JT PACK is a platform for commerce, buyers are encouraged to contact sellers directly if any problem arises with the purchased product.