At J365, we aim to deliver every order accurately and in excellent condition. If you happen to receive an item that is defective or not what you ordered, you may be eligible for a refund or replacement, subject to the conditions below.
Eligibility for Refund or Replacement
Requests will only be considered in the following cases:
The item received is defective, damaged, or not functioning as intended
The item received is incorrect (wrong product, size, or variant)
Proof Requirements
To process your request, you must submit a clear and unedited video that:
Shows the parcel before it is opened
Captures the full unboxing process without cuts or pauses
Clearly displays the item and the issue (defect or incorrect product)
Please ensure the video begins prior to opening the package and continues uninterrupted until the concern is fully shown. Videos that are edited, unclear, or incomplete will not be accepted as valid evidence.
Non-Refundable Cases
Refunds or replacements will not be issued for:
Change of mind or incorrect orders placed by the customer
Claims submitted without the required video proof
Damage caused after the item has been successfully delivered
For assistance, please contact our support team with your order details and complete documentation.
