Complaints Policy
We always strive to provide the best service and products for our customers. However, on rare occasions, we recognize that there may be times where our customers may not be completely satisfied.
To ensure we are able to put things right as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.
As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.
In the unlikely event there is anything you are not completely satisfied with, please contact us soonest in order that we can rectify any problems.
Phone number: +6010-559 6683
Mailing address: No. 17A, Jalan TTS 2/1, Taman Tasik Semenyih, 43500 Semenyih, Selangor.
Email: marketing@zhjaya.com
We aim to respond within two business days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.
Return, Exchange & Refund Policy
The returned goods/ products will be checked with the receipt together and the goods should be in the good condition. The packaging should also be in original condition in original shipping container as received. If the goods/ products has been used or damaged by customer, there will not be any refund. ZH Jaya Holding Sdn. Bhd. (“Company) will also not be responsible if your shipment is lost during the return transit. Once we have checked and confirm the goods/ products, customer will receive an update within 7 days from the company on the next course of action.
We only accept return due to the following reasons:
- If you received goods that are incorrect
- If you received damaged goods
Before sending back to us, kindly drop us an email at marketing@zhjaya.com and we will assist you by giving you further instructions.
Please contact us at marketing@zhjaya.com or WhatsApp us at +6010-5596683 if you have any questions or doubts.
Return
We are very sorry but food and perishable products are not returnable or exchangeable except in cases we shipped the incorrect item or the item is damaged upon receiving.
- If your food products arrived damaged or contaminated in any way, please contact us directly at +6010-5596683 and we will do our best to resolve your problem.
We do our best to ensure the accuracy of every order that is shipped out. Kindly check the accuracy of your order upon receipt. Any errors or damaged items must be reported to us within two (2) calendar days of receipt of your order. If 2 calendar days have passed since your purchase, unfortunately we cannot offer you a return or refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. Items that were wrongly delivered as non-as-advertised, must be returned in its original packaging.
Once your return is received, we will notify you that we have received your returned item. Upon inspection we will notify you of the approval or rejection of your return.
For approved returns, we will exchange your item accordingly. In the event we do not have the relevant stock, we will give you a full refund. For rejected returns, we will return the original item to you.
We do not accept change of mind returns.
Customers are advised to inspect the general condition of the products immediately upon receipt of the delivery. No claims shall be entertained once the delivery order has been accepted by customers.
Once an order has been successfully submitted with payment duly authorized, ZH Jaya will not entertain any request for cancellation of the order.
Refunds (if applicable)
For refund related matters, kindly contact us between the hours of 8.30am – 5.30pm from Monday – Friday where our customer service representative will assist you throughout the refund process.
If you are approved for a refund, a credit will be applied to your original method of payment, within a certain amount of days depending on the credit card company or bank.
If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund yet, please contact us for further assistance.
Shipping
To return your product, you should courier the item(s) to using your preferred courier service provider and refer below address for return purposes:
ZH Jaya Holding Sdn. Bhd.
No. 17A, Jalan TTS 2/1,
Taman Tasik Semenyih,
43500 Semenyih, Selangor.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
We don’t guarantee that we will receive your returned item.