RETURN & REFUND POLICY
Last Updated: 12 August 2026
At Joliewen, we take product quality, hygiene and customer care seriously.
Due to the personal and hygienic nature of our products, we do not accept returns, exchanges or refunds due to change of mind.
However, if you receive a product that is damaged, defective, incorrect or missing from your order, please contact us and we will assist you.
Joliewen is operated by WEINAQ SDN BHD (Registration No. 202001034448 (1390769-H)).
1. No Change-of-Mind Returns
Due to hygiene and safety considerations, all Joliewen products are strictly non-returnable and non-exchangeable for change of mind.
This includes situations where:
- you the wrong product, size or variant;
- you no longer want the product;
- you purchased too many items;
- you found the product elsewhere at a different price; or
- you simply changed your mind after completing your purchase.
Please review your order carefully before completing checkout.
This policy does not affect your rights where a product is damaged, defective, incorrectly supplied or otherwise subject to rights or remedies under applicable Malaysian consumer law.
2. Damaged or Defective Products
If you receive a product that is damaged or appears to have a manufacturing defect, please contact us as soon as possible and preferably within 7 days of receiving your order.
Please email:
Please include:
- your order number;
- the name of the affected product;
- a brief description of the issue; and
- clear photographs or videos showing the damage or defect, where applicable.
Please retain the affected product and its original packaging while we review your request.
Once the issue has been verified, we may offer an appropriate remedy such as a replacement, refund or other suitable resolution, depending on the circumstances.
The 7-day notification request helps us investigate issues promptly and does not limit any statutory rights or remedies you may have under Malaysian law.
3. Incorrect Products
If you receive a product that is different from what you ordered, please contact us as soon as possible and preferably within 7 days of receiving your order.
Please do not open or use the incorrect product.
Provide your order number together with photographs of the item received so that our team can verify the issue.
Once verified, we will arrange an appropriate solution, which may include sending the correct product and arranging the return of the incorrect item at our cost.
4. Missing Items
If an item is missing from your order, please contact us as soon as possible and preferably within 7 days of receiving your parcel.
Please provide:
- your order number;
- details of the missing item; and
- photographs of the parcel, packaging and items received, where requested.
Once we have verified the issue, we will arrange an appropriate remedy.
5. Products Not Eligible for Return or Exchange
Except where an item is damaged, defective, incorrectly supplied or where applicable law provides otherwise, Joliewen does not accept returns or exchanges.
In particular, we cannot accept products that have been:
- opened;
- worn or used;
- washed;
- removed from sealed or hygiene-protective packaging;
- altered or modified;
- damaged after delivery through misuse or improper care; or
- purchased correctly but are no longer wanted by the customer.
For hygiene reasons, opened or used intimate and personal-care products cannot be resold and therefore cannot be accepted as change-of-mind returns.
6. Sale, Promotional & Bundle Items
Products purchased during a sale, promotion, bundle offer or using a discount code are subject to the same Return & Refund Policy.
Sale or promotional products are not eligible for change-of-mind returns or exchanges.
However, purchasing an item at a discounted or promotional price does not affect your rights if the product is damaged, defective or incorrectly supplied.
7. Return Authorisation
Please do not send any product back to us without contacting us first.
Where a return is required for a damaged, defective or incorrect product, Joliewen will provide the appropriate return instructions after reviewing your request.
Unauthorised returns may not be accepted or may take longer to process.
8. Return Shipping Costs
Where a return is required because Joliewen supplied a damaged, defective or incorrect product, Joliewen will bear reasonable return shipping costs or arrange the return where appropriate.
Customers should not arrange or pay for a return unless instructed to do so by our team.
9. Refunds
Where a refund has been approved, it will generally be issued to the original payment method used for the purchase.
Once we have processed the refund, the time required for the amount to appear in your account will depend on your bank, card issuer or payment provider.
Shipping charges will only be refunded where appropriate under the circumstances or where required by applicable law.
10. Replacements
Where a replacement is approved, it will be subject to product availability.
If the same product or variant is unavailable, we may offer an appropriate alternative or refund, depending on the circumstances.
11. Failed or Returned Deliveries
Customers are responsible for providing complete and accurate delivery information when placing an order.
If an order is returned to Joliewen due to:
- an incorrect or incomplete address supplied by the customer;
- unsuccessful delivery attempts;
- failure to collect the parcel where required; or
- refusal to accept delivery,
- additional shipping charges may apply if redelivery is requested.
If a refund is agreed instead, reasonable shipping or return costs already incurred may be deducted where permitted by law.
12. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing your order.
We will try to accommodate cancellation requests where possible. However, once an order has been processed, packed or dispatched, cancellation may no longer be possible.
A cancellation request is not considered confirmed until Joliewen has notified you that the order has been successfully cancelled.
Where an order is successfully cancelled after payment has been made, the applicable refund will be processed to the original payment method where practicable.
13. Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict or modify any consumer rights, guarantees or remedies that cannot legally be excluded under applicable Malaysian law.
Where a product is defective, damaged, incorrectly supplied or otherwise does not comply with applicable consumer guarantees, your statutory rights will continue to apply regardless of any other provision in this policy.
14. Contact Us
For enquiries regarding damaged, defective, incorrect or missing products, returns or refunds, please contact:
Joliewen
Operated by WEINAQ SDN BHD
Registration No.: 202001034448 (1390769-H)
3A-23A-2, Pusat Perdagangan Icon City
SS8/2, Sungai Way
Petaling Jaya, 47300 Selangor
Malaysia
Email: [email protected]