Refund policy

Exchange and Refund Policy for Walk in purchase in Jaya Grocer outlets

 A. Terms and Conditions of Exchange and Refund Purchased Goods

  1. At Jaya Grocer, we strive to provide you with the highest quality goods and services. However, if your purchase does not meet your expectations, you may return the goods for either an exchange or a refund (see exceptions  set out in Paragraph A2 and A3 below) subject to the following terms and conditions:
a) Perishable goods (including without limitation, fresh produce, milk, cheese, bread, chilled and frozen food), must be returned within 24 hours from the time of purchase;
b) Non-perishable goods, must be returned within 7 days from the date of purchase;
c) Original proof of purchase receipt is provided;
d) Goods returned should be unopened, unused, in the original packaging and in the   same condition as they were at the time of purchase;
e) Packaging of the goods must be intact with price tags / barcodes; and
f) Photo identification for the goods is provided (if requested). 
  1. No exchange or refund is allowed for the following goods:
a) Clearance products;
b) Bulk items (in cartons), in large quantity; and
c) Goods that have expired while in the customer’s possession after purchase.
d) Damaged gift card due to your own negligence;
e) Hank’s alcohol has been consumed to less than 70% balance.
f) Gift and hamper wrapping and related materials.
  1. All goods purchased from Hanks are eligible for exchange only subject to the same terms and conditions set out in Paragraph 1 above, and no refunds will be provided.

 B. Procedure for Exchange or Refund in Outlet

  1. To initiate an exchange or refund, please visit the same Jaya Grocer outlet where the purchase was made and present the original receipt. If the physical item is not available, photo identification of the goods will also be accepted..
  1. Our store associate will first carefully inspect the goods; verify the purchase date and the condition of the goods.
  1. If the goods are eligible for an exchange or refund, the following procedures will be followed:
a) Exchange of goods:
Our store associate will facilitate the replacement of the same goods or provide an alternative similar goods of equal value.

b) Refund of goods:
Our store associate will process a refund for the goods in the form of Jaya Grocer vouchers for your use in the next purchase.

For special cases where physical or photo proof of item and proof of receipt is not available, customers are advised to contact Jaya Grocer Customer Experience Department:

i) Email to customer@jayagrocer.com, or
ii) Contact customer toll-free number: 1300-88-5427

One of our customer experience associates will revert to you within 1-3 days on the outcome of your request.

Kindly be informed that Jaya Grocer reserves the right to disallow, refuse or reject the exchange, return or refund of goods, even if the original receipt is presented, if the goods intended for return do not comply with this exchange and refund policy guidelines.

Thank you for shopping with Jaya Grocer. If you have any questions regarding the above, please do not hesitate to reach out to us at customer@jayagrocer.com or by calling our toll-free number at 1300-88-5427.


Exchange & Refund policy for online purchase via Jaya Grocer Webstore

  1. At Jaya Grocer, we strive to provide you with the highest quality goods and services. However, if your purchase does not meet your expectations, you may return the goods for either an exchange or a refund (see exceptions set out in Paragraphs 2 and 3 below) subject to the following terms and conditions:
a) Perishable goods (including without limitation, fresh produce, milk, cheese, bread, chilled and frozen food), must be returned within 24 hours from the time of purchase;
b) Non-perishable goods, must be returned within 7 days from the date of purchase;
c) Original proof of purchase receipt is provided;
d) Goods returned should be unopened, unused, in the original packaging and in the same condition as they were at the time of purchase;
e) Packaging of the goods must be intact with price tags / barcodes; and
f) Photo identification for the goods is provided (if requested).
  1. No exchange or refund is allowed for the following goods:
a) Clearance products;
b) Bulk items (in cartons), in large quantity; and
c) Goods that have expired while in the customer’s possession after purchase.
d) Damaged gift card due to your own negligence;
e) Hank’s alcohol has been consumed to less than 70% balance.
f) Gift and hamper wrapping and related materials.
  1. All goods purchased from Hanks are eligible for exchange only subject to the same terms and conditions set out in Paragraph 1 above, and no refunds will be provided.


Procedure for Exchange or Refund upon receipt of order

  1. Upon receiving your order, please inspect the goods promptly. If any of the goods received are defective, damaged, missing or if you’ve received the wrong goods, please reach out to us immediately for assessment and rectification.
  1. To initiate request to return goods, customers are advised to contact Jaya Grocer’s
    Customer Experience Department as below:

    i) Email to customer@jayagrocer.com, or
    ii) Contact customer toll-free number: 1300-88-5427

    One of our customer experience associates will revert to you within 1-3 days on the outcome of your request.
  1. Any attempt to return the goods to any Jaya Grocer outlet without first initiating the aforementioned return of goods request process and our associate’s prior authorization will not be accepted.
  1. If the goods purchased online is allowed for an exchange or refund by our associate(s), the following procedures will be followed:
a) Exchange of goods:
Option 1
Our designated rider will deliver the replacement of goods or an alternative similar goods of equal value to the registered address for your initial purchase, at our own cost and expense.
 
Option 2
Alternatively, you can bring the purchased goods to the Jaya Grocer outlet assigned by our associate for an exchange. Our store associate will facilitate the replacement of the goods or provide an alternative similar goods of equal value.

b) Refund of goods:

    Any refund for goods purchased via the online webstore platform will be processed and refunded to your original payment method. Please be reminded that the refund may take 7 to 14 business days for your bank to complete the processing.


    Kindly be informed that Jaya Grocer reserves the right to disallow, refuse or reject the exchange, return or refund of goods, even if the original receipt is presented, if the goods intended for return do not comply this exchange and refund policy guidelines.

    Thank you for shopping with Jaya Grocer. If you have any questions regarding the above, please do not hesitate to reach out to us at customer@jayagrocer.com or by calling our toll-free number at 1300-88-5427.


    Exchange and Refund Policy for Online Purchase via GrabMart

     A. GrabMart Consumer Refund Policy

    1. All purchased on Jaya Grocer Online via GrabApp will be strictly first subjected to GrabMart’s Consumer Refund policy.
    1. Upon receiving your order, please inspect the goods promptly. If any of the goods received are defective, damaged, missing or if you’ve received the wrong goods, please reach out to Grab Customer Service made available in the GrabApp immediately for Grab’s assessment and rectification on your order for refund.

    2. If customer is not satisfied with Grab Customer Service’s response, please refer to
      Paragraphs B and C below.

     B. Terms and Conditions of Exchange Purchased Goods by Jaya Grocer

    1. If customer is not satisfied with Grab Customer Service’s response, they are advised to reach out to Jaya Grocer Customer Experience Department WITHIN 7 DAYS from the date of the receipt of your goods to initiate a request to exchange or refund (no extension of time is allowed), subject to the following terms and conditions (see exceptions set out in Paragraphs B2 and B3 below):
    a) Perishable goods (including without limitation, fresh produce, milk, cheese, bread, chilled and frozen food);
    b) Non-perishable goods;
    c) Original proof of purchase receipt or Grab summary is provided;
    d) Proof of Grab Customer Service’s response is provided;
    e) Goods should be unopened, unused, in the original packaging and in the same condition as they were at the time of purchase;
    f) Packaging of the goods must be intact with price tags / barcodes; and
    g) Photo identification for the goods is provided.
    1. No exchange nor refund will be allowed for the following goods:
    a) Clearance products;
    b) Bulk items (in cartons), in large quantity; and
    c) Goods that have expired while in the customer’s possession after purchase.
    d) Damaged gift card due to your own negligence;
    e) Hank’s alcohol has been consumed to less than 70% balance.
    f) Gift and hamper wrapping and related materials.
    1. All goods purchased from Hanks are eligible for exchange only subject to the same terms and conditions set out in Paragraph B1 above, and no refunds will be provided.


     C. Procedure for Exchange and Refund for GrabMart Purchase via Jaya Grocer

    1. If customer is not satisfied with Grab Customer Service’s response and customer wishes to initiate exchange and refund requests with Jaya Grocer, customers are advised to contact Jaya Grocer’s Customer Experience Department as below:

      i) Email to customer@jayagrocer.com, or
      ii) Contact customer toll-free number: 1300-88-5427

      Customers are to prepare a copy of the receipt/ Grab summary and a photo identification of the goods for exchange or refund. One of our associates will revert to you within 1-3 days on the outcome of your request. If the goods purchased on GrabMart are approved for an exchange or refund by our associate(s), the following process will apply:

      a) Exchange of goods: 
      i) If the goods purchased via GrabMart are allowed for an exchange by our associates, please bring the purchased goods to the same Jaya Grocer outlet (Grab assigned outlet) or as directed by our associates for an exchange. Any attempt to return the goods to any Jaya Grocer outlet without first initiating the aforementioned return of goods for an exchange request process and our associate’s prior authorization will not be accepted.

      ii) Our store associate will first carefully inspect the goods, verify the purchase date and the condition of the goods. If the goods are confirmed to be eligible for an exchange by meeting the terms and conditions specified at Paragraphs B1 and B2 above, our store associate will facilitate the replacement of the goods or provide an alternative similar goods of equal value.

      b) Refund of goods: 
      i) One of our customer experience associates will revert to you within 1-3 days on the outcome of your request.

    Kindly be informed that Jaya Grocer reserves the right to disallow, refuse or reject the exchange, return or refund of goods, even if the original receipt is presented, if the goods intended for return do not comply with this exchange policy guidelines.

    Thank you for shopping with Jaya Grocer. If you have any questions regarding the above, please do not hesitate to reach out to us at customer@jayagrocer.com or by calling our toll-free number at 1300-88-5427.