Returns, Refunds & Exchanges

At Jinaq, we care about making everyday pet care a good experience for you and your pet. If something isn’t right with your order, please get in touch so we can help.

This policy applies to purchases made through Jinaq’s official website.

1. DAMAGED, FAULTY OR INCORRECT PRODUCTS

Please check your order when it arrives. Contact us within 15 days of delivery if:

You received the wrong product or an item is missing.
A bottle arrived broken, leaking or damaged.
A pump, spray nozzle or closure does not work properly.
A protective seal, where fitted, arrived broken or compromised.
The product appears contaminated, defective or otherwise unsafe.

If a fault becomes apparent later, please contact us as soon as reasonably possible after discovering it. The reporting period above does not limit your rights under applicable Malaysian consumer law.

Minor marks on outer packaging do not ordinarily qualify for a refund if the product remains intact, safe and usable. Damage affecting the bottle, contents or proper use of the product will be assessed separately.

Depending on the issue and your applicable rights, we will arrange an appropriate remedy, such as a replacement or refund.

2. OPENED OR USED PRODUCTS

For hygiene and product-integrity reasons, opened or used shampoos and mist sprays cannot be returned simply because you change your mind or dislike the product.

However, opening or using a product does not prevent you from reporting a defect, contamination, safety concern or another issue covered by applicable law. We understand that some problems only become apparent after opening or use.

3. SKIN SENSITIVITY OR SUSPECTED REACTIONS

If you suspect that your pet has experienced irritation or another reaction after using a Jinaq product, stop using it and seek veterinary advice where appropriate.

Please contact us with your order details, the product name, batch number where available, and a description of what happened. We may ask about when and how the product was used, when the reaction appeared and any other products used around the same time.

Where relevant and reasonably necessary to assess the claim, we may request photographs or available veterinary findings. A veterinary report is not required simply to report a concern.

Individual pets may respond differently to ingredients. A suspected reaction does not automatically establish that a product is defective or entitle the customer to a refund. We will assess each report fairly, taking the available information and applicable consumer rights into account.

4. CHANGE OF MIND, FRAGRANCE PREFERENCES AND EXPECTED RESULTS

We do not accept returns or refunds solely because:

You change your mind or no longer need the product.
You or your pet dislike the fragrance.
You prefer a different texture, lather or application experience.
The fragrance lasts for a shorter time than you personally expected.
You do not observe a particular grooming or cosmetic result you hoped for.

These exclusions do not apply where a product is defective, fails to match its description or an express promise, or where a remedy is otherwise required by law.

5. ORDERING MISTAKES

Please check your selected products and quantities before completing your purchase.

If you notice an ordering mistake, contact us promptly. We will try to help before dispatch, but changes cannot be guaranteed once an order is being prepared or shipped.

After delivery, we may consider an exchange if the product is unused, unopened and in its original saleable condition, and you contact us within 15 days of delivery.

For an approved exchange due to a customer ordering error, you will be responsible for the agreed return and redelivery costs. We will explain those costs before you proceed.

If Jinaq supplied the wrong item, we will cover the necessary return and replacement delivery costs.

6. STORAGE AND HANDLING

Please follow the storage and usage instructions on the product label.

Damage or deterioration caused by improper storage, contamination after opening, accidental damage or use contrary to the product’s instructions is generally not eligible for a return or refund.

This does not exclude claims relating to an existing product defect or inadequate instructions.

7. HOW TO MAKE A REQUEST

Email jinaq.co@gmail.com with:

Your order number or other proof of purchase.
The product name and quantity affected.
A description of the issue and when you noticed it.
Photographs or videos, where helpful.
The batch number and expiry date, where shown.

An unboxing video may help us investigate, but it is not compulsory.

Please keep the affected product, remaining contents and packaging where safe and practical until we confirm whether they are needed. If retaining the product presents a safety concern, let us know and document the issue where reasonably possible.

We may request additional information reasonably necessary to assess your claim.

8. RETURN ARRANGEMENTS AND SHIPPING COSTS

Please contact us before returning an item so we can provide the correct address and instructions. Do not send it to the address printed on your parcel unless we confirm that address.

For an accepted claim involving a defective, damaged or incorrectly supplied item, Jinaq will arrange or cover reasonable necessary return shipping costs.

We may be able to resolve some claims without a physical return. Please wait for our instructions before sending or disposing of an item, unless disposal is reasonably necessary for safety.

9. REFUNDS AND REPLACEMENTS

We will notify you of the outcome after reviewing your request and, where necessary, inspecting the returned product.

Approved refunds will be initiated within 7 business days, normally to the original payment method. Your bank or payment provider may take additional time to credit the funds.

Refunds will reflect the amount actually paid for the affected product after applicable discounts. For bundles, we will explain how any partial refund is calculated.

Where only part of an order is affected, the refund or replacement will generally cover that part, unless the circumstances or applicable law require a wider remedy.

Any refund of original delivery charges will be assessed according to the circumstances and applicable law. Sale items remain eligible for remedies for defects and other qualifying issues.

Replacements are subject to availability. If a suitable replacement is unavailable, we will discuss an appropriate alternative remedy, including a refund where applicable.

10. YOUR CONSUMER RIGHTS

Nothing in this policy excludes, restricts or modifies any right, guarantee or remedy that cannot lawfully be excluded under Malaysian consumer law. Where this policy conflicts with those rights, the applicable law will prevail.