Thank you for shopping with JN Solution (Company No. 003610722H) through www.rokue.co.
We want customers to receive products in good condition and as described. This Refund and Returns Policy explains how returns, replacements and refunds are handled.
Nothing in this policy is intended to exclude or limit any rights or remedies available to consumers under applicable Malaysian law, including the Consumer Protection Act 1999.
1. Change-of-Mind Returns
Unless otherwise stated on the product page, customers may request a return within 7 days from the date the product is received.
To qualify for a change-of-mind return:
- The product must be unused.
- The product must be unopened where applicable.
- The product must be in its original condition.
- All original packaging, accessories, manuals, gifts and promotional items must be included.
- Proof of purchase or order number must be provided.
JN Solution reserves the right to reject change-of-mind returns where these conditions are not met, subject always to applicable consumer law.
Original delivery charges are generally non-refundable for change-of-mind returns.
Return delivery costs for change-of-mind returns will normally be borne by the customer.
2. Damaged, Defective or Incorrect Products
Please inspect your order as soon as possible after delivery.
Contact us promptly if:
- The product arrived damaged.
- The product is defective.
- You received the incorrect product.
- The quantity received differs from your confirmed order.
- The product materially differs from its description.
We recommend contacting us within 48 hours of receiving the parcel where there is visible transit damage or an incorrect shipment so that the matter can be investigated promptly.
This notification period does not remove any statutory rights you may have under Malaysian consumer law.
We may request:
- Your order number
- Photographs or videos of the product
- Photographs of the packaging
- Courier packaging or shipping label
- A description of the issue
Depending on the circumstances and applicable legal requirements, we may provide an appropriate remedy such as repair, replacement, exchange or refund.
3. Products That Cannot Normally Be Returned for Change of Mind
For health, hygiene, safety or other legitimate reasons, certain products may not be eligible for a change-of-mind return once opened or used, including where applicable:
- Personal care products
- Cosmetic or beauty products
- Hygiene-sensitive products
- Products with broken hygiene or safety seals
- Products customised or personalised for the customer
- Clearance or final-sale products where clearly stated before purchase
- Digital or downloadable products after access or delivery
This exclusion does not apply where a customer has a legal right to a remedy because the product is defective, unsafe, incorrectly supplied or otherwise fails to comply with applicable consumer guarantees.
4. Return Procedure
Before sending a product back, please contact JN Solution customer service.
Provide:
- Your full name
- Order number
- Product concerned
- Reason for requesting the return
- Supporting photos or videos, where relevant
Returns may be requested by contacting:
Email: hello@rokue.co
Telephone: 03-3362 1001
If the return is accepted, we will provide return instructions.
Products returned without sufficient identifying information may experience delays in processing.
Please package returned products securely to prevent damage during transportation.
5. Return Shipping Costs
Where a return is caused by an error by JN Solution, or where required under applicable law, reasonable return arrangements may be provided by us.
For approved change-of-mind returns, return shipping costs will generally be borne by the customer.
JN Solution is not responsible for products lost or damaged while being returned using shipping arrangements organised independently by the customer.
We recommend using a trackable delivery service.
6. Inspection of Returned Products
Returned products may be inspected after they are received.
We reserve the right, subject to applicable law, to decline a change-of-mind refund where the product:
- Has been used
- Has been damaged after delivery
- Is incomplete
- Has missing accessories
- Is not returned in its original condition
- Has been intentionally altered or misused
This does not affect remedies available for products that were defective or non-conforming when supplied.
7. Refunds
Once an approved return has been received and inspected, we will notify you regarding the outcome.
Approved refunds will generally be made using the original payment method where reasonably possible.
Please allow approximately 7–14 business days after a refund has been processed for the amount to appear in your account, depending on your bank, card issuer or payment provider.
Payment processing times are outside the direct control of JN Solution.
8. Delivery Charges
Original shipping or delivery charges are generally not refundable for change-of-mind returns.
Where an incorrect, damaged or defective product was supplied, delivery costs will be handled in accordance with the circumstances and applicable consumer law.
9. Failed or Refused Deliveries
Where a parcel is returned because:
- An incorrect address was provided
- Delivery was repeatedly unsuccessful
- The customer refused delivery without an applicable legal or contractual reason
- The parcel was not collected from the courier
JN Solution may deduct reasonable shipping or handling costs from any refund, where permitted by law.
10. Order Cancellations
If you wish to cancel an order, contact us as soon as possible.
We cannot guarantee cancellation once an order has been packed, processed or handed to a courier.
If the order has already been shipped, it may need to be handled as a return after delivery.
11. Promotional Items and Free Gifts
Where a purchase included a free gift, promotional item or bundle discount, all relevant items may need to be returned together to qualify for a full change-of-mind refund.
If a promotional item is not returned, its reasonable promotional value may be deducted from the refund where permitted by law.
12. Consumer Rights
Nothing in this Refund and Returns Policy is intended to exclude, restrict or modify rights that cannot lawfully be excluded under Malaysian law.
Where goods fail to comply with applicable statutory guarantees, customers may be entitled to remedies provided by law.
13. Contact Us
To request a return, refund or replacement, contact:
JN Solution
Company No.: 003610722H
Email: hello@rokue.co
Telephone: 03-3362 1001
Return Address: 2nd Floor, Block 18, Empire Gallery, Jalan Empayer/KU1, 41150 Klang, Selangor, Malaysia
Website: www.rokue.co