Return & Refund Policy

(Applicable for Online Purchases of Physical Products Only)


Thank you for shopping with Joey Yap Research Group Sdn Bhd as your partner in transformation and discovery. We value your trust and strive to make your shopping experience seamless and rewarding. This Return and Refund Policy is designed to provide clarity on the conditions, processes, and timelines for returns and refunds, ensuring peace of mind with every purchase. Before making a return or refund request, we encourage you to review the terms below to help us serve you better.

 

Scope of Policy

This policy applies exclusively to physical products (e.g., books, merchandise) purchased from store.joeyyap.com [website link]. It does not purchases made through third-party platforms or outlets.

1. Return Based on Change of Mind

Joey Yap Research Group Sdn Bhd does not accept returns or refunds for any reason related to a change of mind, personal preferences, or subjective dissatisfaction with the product. Customers are advised to carefully review product descriptions, images, and details before completing your purchase.

2. Conditions for Returns
Returns are accepted under the following conditions:
2.1 Defective or Damaged Items:

  • Items that are defective or damaged during transit are eligible for return.
  • Customers must provide photographic or video evidence of the defect or damage, including images of the packaging.

2.2 Incorrect Items:
If the item received differs from your order, customers may request a return or exchange.

2.3.Eligibility:

  • Items must be in their original, unused condition and free of any markings, damages, or signs of wear.
  • Customers may unseal the packaging to inspect the books. However, the items must remain in resalable condition, with no damage to the product, pages, or cover.
  • While packaging may be unsealed for inspection, it must not be torn, excessively damaged, or missing. All accompanying labels, tags, and original documentation (e.g., receipts, bookmarks, inserts) must be intact.
  • Returns will not be accepted for items with clear signs of use (e.g., creased spines, folded pages, or writing).

     
    3. Timeframes for Returns and Refunds
    3.1 Return Window:
    Customers must initiate returns within 15 calendar days from the date you receive the order, as confirmed by the delivery tracking system.

    3.2 Refund Processing Time:
    Refunds will be processed within the following timeframes:

    • Credit Card Payments: Approved refunds are processed within 21 business days after receipt and inspection of the returned item(s).
    • Note: Joey Yap Research Group Sdn Bhd is not responsible for interest charges made by your credit card company whilst waiting for the returns to be refunded to your card.
    • Online Banking/E-Wallet Payments: Approved refunds are processed within 21 business days after receipt and inspection of the returned item(s).

      Important: To process a return or refund for a defective item, video footage showing the unboxing of the product is required. Without this proof, we may be unable to process your return or refund. We appreciate your understanding and cooperation. Returns or refunds will be initiated once we receive the returned item(s) in a good condition.

     
    3.3 Duplicate Payments or Orders and Refund Amount

    • Refunds for duplicate payments or duplicate orders will only be processed after the transaction has been verified by the company.
    • Refunds are strictly limited to the verified amount actually paid by the customer at the time of purchase and will exclude any amounts associated with discounts, promotional prices, shipping fees, taxes, or free items provided in connection with the transaction.
    • Refunds will not be issued for any amounts that are disputed, unauthorized, or determined to be unrelated to the verified duplicate transaction. Joey Yap Research Group Sdn Bhd reserves the right to deny refund requests where sufficient evidence of a duplicate payment or order cannot be provided.

       
      4. Procedures for Returns and Refunds

      4.1 Initiating a Return or Refund:
      Email customerservice@joeyyap.com with the following details:

      • Order number
      • Description of the issue
      • Photographic or video evidence of the defect, damage, or incorrect item

        Our team will evaluate your request and provide confirmation along with detailed instructions for completing the return or refund process.


      4.2 Return       Options:

      • In-person Drop-off:
        You may return items in person at our return address during operating hours. Visit our office at:
        Joey Yap Research Group Sdn Bhd
        19-3, The Boulevard, Mid Valley City, Lingkaran Syed Putra, 59200 Kuala Lumpur, Malaysia.
        Tel: +60 3 2284 8080 | Fax: +60 3 2284 1218 | Email: custserv@joeyyap.com (Operating hours: Monday–Friday, 9:30 AM–5:30 PM)
      •  Courier Return: For returns by courier, customers are responsible for the return shipping fees unless the return is due to our error (e.g., defective or incorrect items). We strongly recommend using a trackable courier service and retaining proof of shipment for your records, as Joey Yap Research Group Sdn Bhd will not be liable for items lost during return shipping.

        IMPORTANT:
      • Undelivered Parcels: If a parcel is returned to us by the courier as undelivered (e.g., unclaimed, failed delivery attempts, or refusal by the recipient), the order will be canceled, and a refund will be processed for the product amount only, excluding shipping fees. Re-delivery requests for the same order will not be accommodated, and a new order must be placed.
      • Non-Delivery Due to Customer Error: If a parcel cannot be delivered due to incorrect or incomplete delivery information provided at the time of order, customer should bear the re-shipping fees and any associated administrative charges if a re-delivery is requested and approved by Joey Yap Research Group Sdn Bhd.

         
        4.3 Inspection and Approval:
        Returned items will be inspected upon receipt. Refunds or exchanges will only be processed if the items meet the eligibility criteria outlined above.


        5. Refund         Policy

        5.1 Conditions for Refunds:
        Refunds are issued for approved returns only and exclude original shipping fees. Refunds will not be issued for:

        • Free items or promotional gifts;
        • Items purchased at discounted rates exceeding the amount paid.

           
          5.2.Refund Methods:
          Approved refunds will be issued to your original payment method for the sales value of the returned item(s). Please note that the initial shipping charges are non-refundable.

          5.3.Abuse of Refund Policy
          Joey Yap Research Group Sdn Bhd reserves the right to deny refunds or restrict sales to customers found abusing the refund system through repeated, excessive, or unjustified refund requests. Any behavior deemed as an attempt to exploit the refund policy may result in the refusal of future transactions and services.

          6. Non-Returnable or Non-Refundable Items

          • Digital Products: Digital downloads, e-books, and electronically delivered items.
          • Final Sale Items: Items explicitly marked as “Final Sale” or “Non-Refundable” at the time of purchase.
          • Free Items: Promotional gifts, giveaways, or complimentary items.


          7. Customs,           Duties, and Taxes
          Joey Yap Store ships worldwide. The recipient of an international shipment may be subject to import duties and taxes, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country and you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.


          8. When           Will I Receive My Order?
          We prioritize reliable delivery services to ensure your satisfaction. Once your order is dispatched, you will receive an email with a tracking number to monitor its progress. If the item is in stock, delivery typically takes:

          • Domestic Orders (Malaysia): 5–7 business days
          • International Orders: 7–14 business days

          Please note that actual delivery times may vary based on the final destination. If any items in your order are unavailable, we will notify you via email with an updated availability date.


          9. Pricing
          Joey Yap Research Group Sdn Bhd does not warrant that the services or products on sale will always be available, nor does it guarantee that the prices of the products will remain unchanged at all times.


          10. Risk           of Loss
          All items purchased from our website are shipped under the terms of a shipment contract. This means that the risk of loss and ownership of the items pass to the customer once the items are handed over to the shipping carrier. Joey Yap Research Group Sdn Bhd is not liable for any loss, damage, or delays that occur during transit.


          11. Your           Peace of Mind Matters
          Every purchase with Joey Yap Store is a step toward something greater - new insights, fresh perspectives, and meaningful growth. While you focus on exploring what’s next, we’ll handle the rest. Whether you need assistance or just want to share your journey, we’re just a click away.

           

          Reach out anytime at customerservice@joeyyap.com and let’s make every part of this experience as fulfilling as the knowledge you’re unlocking. Because it’s not just about products, it’s about empowering you every step of the way!