Terms & Conditions

Last updated: 23 September 2026

1. ABOUT JINAQ

Welcome to Jinaq, a lifestyle pet care brand offering pet shampoo and pet mist spray.

This website is operated by Terra Elements Sdn Bhd, trading as Jinaq. Throughout these terms, “Jinaq”, “we”, “us” and “our” refer to Terra Elements Sdn Bhd.

These Terms of Service govern your use of our website and purchases from our online store. Please read them together with our:

  • Returns, Refunds & Exchanges Policy
  • Shipping & Delivery Policy
  • Privacy Policy

By using our website or placing an order, you agree to these terms. Nothing in these terms excludes or limits rights or remedies that cannot lawfully be excluded under applicable Malaysian law.

2. USING OUR WEBSITE

To place an order, you must be legally capable of entering into a binding contract. If you are under 18, a parent or legal guardian should place the order on your behalf.

You agree to provide accurate and current contact, payment and delivery information and to use only payment methods you are authorised to use.

If you create an account, please keep your login details secure and notify us promptly if you suspect unauthorised access.

3. PRODUCT INFORMATION AND USE

We aim to describe our products accurately, including their intended use, size and relevant features. Product colours and packaging appearance may vary slightly depending on your screen and photographic conditions. This does not affect your right to receive products that match their description.

Please read the product label, directions and precautions before use. Use each product only for the animal species, application and purposes specified on its label.

Information on our website about grooming and pet care is general information and does not replace veterinary advice. Do not use a product as a substitute for veterinary treatment.

If you suspect irritation or another adverse reaction, discontinue use and seek veterinary advice where appropriate. Please also contact us so we can investigate your concern.

Individual experiences with fragrance and grooming results may vary. This does not limit any express product promise or your rights concerning defective, unsafe or misdescribed products.

We may update our range, packaging and product information. Updates will not retrospectively change the description or terms applicable to an accepted order. We will seek your agreement before supplying a materially different substitute.

4. ORDERS AND ACCEPTANCE

Placing an order is an offer to purchase the selected products.

An automated order-received email acknowledges receipt of your order. We accept your order when we send a dispatch confirmation or otherwise expressly confirm acceptance.

We may decline an order before acceptance for a reasonable reason, such as unavailable stock, unsuccessful payment, suspected fraud, a material listing error or a delivery address outside our service area.

If an issue affects your order, we will contact you using the details provided. If we cannot fulfil an order and have received payment, we will refund the amount paid for the unfulfilled items and any delivery charges attributable solely to those items.

We will not substitute products or charge an increased price without your agreement.

5. PRICES, PAYMENTS AND PROMOTIONS

The currency applicable to your purchase will be displayed in our store and at checkout. Product prices, applicable taxes and delivery charges will be shown before you complete your order.

We may change prices for future purchases. Price changes do not retrospectively increase the amount payable for an accepted order.

Promotions may have additional conditions, including expiry dates, minimum spending requirements or exclusions. Those conditions will be stated with the promotion.

Please ensure your payment and billing information is accurate. Payment processing is subject to the relevant payment provider’s procedures and security checks.

If we identify a material pricing or listing error affecting your order, we will explain the issue and, where appropriate, offer you the choice of proceeding on corrected terms or cancelling for a refund. We will handle any accepted order in accordance with applicable law.

6. ORDER CHANGES AND CANCELLATIONS

If you need to change or cancel an order, email jinaq.co@gmail.com as soon as possible.

We will try to accommodate your request before dispatch, but changes or cancellations may not be possible once preparation or shipping is underway.

If a requested cancellation is accepted, we will confirm the refund arrangements. Once an order has been delivered, requests are handled under our Returns, Refunds & Exchanges Policy.

This section does not restrict any cancellation, rejection or refund rights available under applicable law.

7. SHIPPING AND DELIVERY

Delivery areas, charges, processing times and estimated transit times are set out in our Shipping & Delivery Policy.

Delivery estimates are not guaranteed dates unless we expressly agree otherwise. If a significant delay affects your order, we will communicate with you and help resolve the issue.

Please provide a complete delivery address and an accessible contact number. Any charge for redelivery resulting from incorrect details or an unsuccessful delivery will be explained before redelivery is arranged.

If a parcel is missing, damaged or leaking, contact us promptly. We will assist with investigating the issue and arrange an appropriate remedy where required. Handing a parcel to a courier does not remove our obligations to you under applicable law.

8. RETURNS, REFUNDS AND EXCHANGES

Please refer to our Returns, Refunds & Exchanges Policy for eligibility, supporting information, return arrangements and refund processing.

Restrictions on change-of-mind returns or opened products do not exclude remedies for defects, safety issues, incorrect products or other qualifying claims under applicable law.

9. SHOPIFY AND THIRD-PARTY SERVICES

Our store is hosted by Shopify, which provides the ecommerce platform supporting our website.

Purchases from Jinaq are transactions between you and Terra Elements Sdn Bhd. Shopify is not the seller of Jinaq’s products. Please direct order, delivery and product enquiries to us at jinaq.co@gmail.com.

Our website may also offer third-party payment services, features or links. Separate terms and privacy notices may apply when you use those services.

We do not control independent third-party websites or their content. This does not exclude responsibility that we have under applicable law for services used to fulfil your purchase.

10. PRIVACY

Our Privacy Policy explains how personal information is collected, used, shared and protected.

Because our store uses Shopify, information submitted through the store may also be processed by Shopify and relevant service providers, including outside Malaysia, as explained in our Privacy Policy.

Any consent required for particular uses of your information will be addressed through the relevant notice or choice. Agreement to these terms does not by itself constitute consent to optional marketing.

11. WEBSITE CONTENT AND INTELLECTUAL PROPERTY

The Jinaq name, branding, photographs, product descriptions, designs and other website materials belong to Terra Elements Sdn Bhd or are used with permission, except where otherwise stated.

You may browse our website, share links and retain information reasonably needed for your personal shopping and purchase records.

You must not copy or commercially exploit our branding or website materials without permission, except where permitted by law. Third-party trademarks remain the property of their respective owners.

12. REVIEWS AND SUBMISSIONS

If you submit a review or other content for publication, it must reflect your honest experience and must not infringe another person’s rights or contain unlawful, misleading or abusive material.

You retain ownership of your content. By submitting it for publication, you give us permission to display and reproduce it on our store and make minor formatting changes without altering its meaning.

We will seek separate permission before using identifiable customer photographs or private correspondence in advertising.

We may remove content that is fraudulent, unlawful, irrelevant, abusive or discloses personal information without permission. We will not remove a genuine review solely because it is negative.

Please disclose any incentive received for submitting a review.

13. PROHIBITED ACTIVITIES

You must not use our website to:

  • Commit fraud or submit deliberately false claims.
  • Impersonate another person or use payment details without authorisation.
  • Upload malicious software or interfere with website security.
  • Access accounts or personal information without permission.
  • Infringe intellectual property or privacy rights.
  • Harass or threaten customers, staff or others.
  • Send spam or disrupt the operation of the store.

We may restrict access where reasonably necessary to address misuse, security risks or a serious breach of these terms.

Restricting website access does not remove existing obligations concerning paid orders, valid refunds or statutory consumer rights.

14. WEBSITE AVAILABILITY AND RESPONSIBILITY 

We take reasonable care in operating our website, but occasional interruptions, maintenance or technical errors may occur.

We do not guarantee uninterrupted website availability. If a technical issue affects your order or payment, please contact us so we can investigate.

We remain responsible to the extent required by applicable law. Nothing in these terms excludes mandatory product guarantees, remedies for defective goods, or liability that cannot lawfully be excluded.

15. MALAYSIAN LAW AND DISPUTES

These terms are governed by Malaysian law.

If you have a concern, please contact jinaq.co@gmail.com so we can try to resolve it.

Nothing in these terms prevents you from bringing an eligible claim before the Tribunal for Consumer Claims Malaysia, contacting a relevant authority or exercising another remedy available under applicable law.

Disputes may be referred to the Malaysian courts with appropriate jurisdiction, subject to any mandatory rights to pursue a claim elsewhere.

16. CHANGES TO THESE TERMS

We may update these terms to reflect changes in our store, operations or legal obligations. The updated version will be published with a revised date.

Changes will apply prospectively. Unless required by law or agreed with you, they will not alter the terms of an order already accepted.

We will provide additional notice where required by applicable law.

17. GENERAL PROVISIONS

If a provision is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

A delay in enforcing a right does not mean that right has been waived.

These terms and the policies they reference govern your use of our store and purchases, without excluding binding representations, express promises or rights protected by applicable law.

CONTACT INFORMATION

Jinaq, operated by Terra Elements Sdn Bhd
Email: jinaq.co@gmail.com
Business address: B-G-5, Dataran Emerald, Jalan PS 11, Prima Selayang, 68100 Batu Caves, Selangor, Malaysia