This Return, Refund & Exchange Policy covers items sold by O&J GLOW SDN. BHD 202601025799 (1687895-H) through this website, and it applies to every Customer. It is worth reading before an order is placed, because the grounds it allows are narrow.
Can a purchased item be returned or refunded?
Usually not. Items sold are not exchangeable or refundable. Four situations are the exception:
The merchant sent an item other than the one ordered.
The item received does not match what the website advertised, whether in specifications, description, features or information.
The item was spoiled, damaged or defective on delivery.
Delivery took longer than the timeline set in the Company’s Shipping Policy.
What evidence does the Company need?
A claim is decided on evidence, because a delivery fault has to be visible to be assessed. The Customer supplies all of the following:
A clear and continuous unboxing video. It shows the parcel unopened, the shipping label, the packaging and the item received.
A clear video of the item’s first use, where that applies to the product.
Any photographs, order details or other supporting documents the Company asks for.
How long does the Customer have to submit a request?
The window is short, and it starts on receipt of the item:
Every return and refund request goes to the Company’s customer support team at onjglow@outlook.com.
It has to arrive within 24 hours of the item being received.
A request submitted after that 24-hour reporting period is not accepted.
Neither is a request that arrives without the supporting evidence above.
The Company would rather settle a return than leave the Customer guessing, so it can be reached here:
📧 Email: onjglow@outlook.com
🏢 Address: 99B, LEBUH NOORDIN 10300 GEORGE TOWN PULAU PINANG
🌐 Website: https://onjglow.com/contact-us/