HeyJinie — Return, Exchange & Refund Policy

At HeyJinie, we are committed to ensuring a transparent and reliable experience for our customers. As a multi-brand platform, purchases are facilitated on behalf of independent vendors, each of whom defines their own return, exchange, and refund policies.

To provide clarity, this policy explains how unredeemed and redeemed vouchers are managed.

Unredeemed Voucher

Unredeemed vouchers are unused codes that have not yet been applied or consumed. These are handled directly by HeyJinie.

· Eligibility: All unredeemed vouchers are eligible for exchange or refund.
· Exchange Window: Customers may request an exchange within 7 days of purchase.
· Refunds: If exchange is not possible, a refund will be processed. Approved refunds will be credited to the HeyJinie Wallet within 5 working days (until the Wallet is live, refunds will follow the original payment method).

Redeemed Vouchers

Once a voucher has been redeemed with a vendor, the terms of use, including eligibility for exchange or refund, are governed solely by the vendor's policy.

· Vendor Responsibility: If a redeemed voucher is disputed (e.g., service not provided as expected), HeyJinie will forward the case to the vendor. Resolution, including replacement or refund, is subject to the vendor's own terms.
· HeyJinie's Role: HeyJinie acts as a facilitator and cannot guarantee refunds or exchanges once a voucher has been redeemed. Customers are encouraged to review vendor-specific terms before redemption.

Failed Transactions or Non-Delivery

· If a payment is deducted but the voucher is not delivered due to a system error, customers should contact support@heyjinie.com. HeyJinie will verify the transaction and either resend the voucher or process a refund.
· In cases where the payment itself fails, funds are automatically reverted by the payment provider and no further action is required.

Request Process

To initiate an exchange, cancellation, or refund, customers must contact support@heyjinie.com with the following details:

· Order number or transaction ID
· Voucher details
· Reason for request
· Any supporting evidence (e.g., screenshots of failed delivery or invalid code error)

HeyJinie will review unredeemed voucher requests directly and forward redeemed voucher cases to the relevant vendor for resolution.

Important Notes

· Unredeemed vouchers are managed by HeyJinie.
· Redeemed vouchers are managed by the vendor and subject to their policies.
· Refunds for unredeemed vouchers will be processed within 5 working days.
· The HeyJinie Wallet will soon be available as the standard refund method.
· Customers are advised to check the vendor's return/refund terms before redeeming a voucher.