Return & Refund Policy
Learn about JACO's return and refund terms, timeframes and procedures
Policy Overview
JACO is committed to providing quality products and services to our customers. This return and refund policy details our return terms, procedures and timeframes, helping you understand your rights and obligations in different situations.
As we operate a hybrid business model, return and refund policies differ depending on the transaction type (third-party supplier or JACO direct sales). Please read the relevant terms carefully to understand the specific policy applicable to your transaction.
Policy Classification
πͺ Operating Model Description
The JACO platform provides both marketplace services and direct sales services, therefore the return and refund policy is divided into two categories:
π€Third-Party Supplier Transactions
- β’ Return policies are set by each supplier
- β’ Timeframes and conditions vary by supplier
- β’ JACO provides coordination and communication support
- β’ Dispute mediation support services
π’JACO Direct Sales
- β’ "Sold as-is, no returns or exchanges" principle applies
- β’ Only handles obvious quality defects
- β’ Provides detailed pre-sale consultation services
- β’ Strict exception assessment
How to Identify: On product pages, shopping cart and order confirmation pages, the seller will be clearly indicated as either "Third-Party Supplier" or "JACO". Please check the applicable return policy based on the seller.
JACO Direct Sales Policy
β οΈImportant Policy Statement
πΌ "Sold As-Is, No Returns or Exchanges" Policy
Based on the professional nature of B2B industrial and commercial procurement, JACO direct sales products adopt a "sold as-is, no returns or exchanges" policy. This is because:
π― Professional Procurement Characteristics
- β’ Customers are professional procurement personnel
- β’ Possess sufficient product knowledge
- β’ Have thoroughly assessed needs before procurement
- β’ Purchases are for commercial use
π¦ Product Characteristics Considerations
- β’ Special nature of hardware and construction materials
- β’ Customised or special specification products
- β’ Hygiene and safety considerations
- β’ Difficult to resell after opening
Reminder: Please carefully confirm product specifications, quantities, models and other requirements before placing an order. We provide detailed product information and professional pre-sale consultation services to help you make the right procurement decision.
π Pre-Purchase Information for Users
πItems to Confirm
- β’ Product Model: Accurately verify product model and specification codes
- β’ Technical Parameters: Confirm dimensions, materials, performance and other technical indicators
- β’ Quantity Units: Confirm order quantity and packaging units
- β’ Suitability: Confirm the product is suitable for your use case
- β’ Compatibility: Confirm compatibility with existing equipment or systems
- β’ Delivery Requirements: Confirm delivery address and schedule
π‘Recommended Procurement Process
- 1. Needs Analysis: Clearly define your actual requirements
- 2. Product Comparison: Compare specifications and prices of different products
- 3. Sample Confirmation: If needed, order samples for testing first
- 4. Professional Consultation: Contact our technical team for advice
- 5. Specification Confirmation: Final confirmation of all product details
- 6. Place Order: Submit formal order after confirming everything is correct
π Pre-Sales Support Services
To ensure you make the right procurement decision, we provide comprehensive pre-sales support services:
Product Consultation
- β’ Detailed product specification explanations
- β’ Technical parameter interpretation
- β’ Application scenario recommendations
- β’ Alternative solution suggestions
Technical Support
- β’ Installation guidance recommendations
- β’ Compatibility confirmation
- β’ Usage instructions
- β’ Maintenance and care advice
Procurement Plans
- β’ Bulk procurement discounts
- β’ Delivery schedule arrangements
- β’ Payment method options
- β’ Long-term cooperation plans
Exception Handling Conditions
βοΈ Limited Exceptions
Despite our "sold as-is, no returns or exchanges" policy, we will consider special handling in the following limited and clearly defined circumstances:
π§Acceptable Return Situations
- β’ Obvious Product Defects: Obvious manufacturing defects discovered upon receipt
- β’ Significant Description Mismatch: Actual product significantly differs from order description
- β’ Transit Damage: Product packaging or body damaged during shipping
- β’ Incorrect Shipment: Wrong product model or specification sent
- β’ Quantity Shortage: Actual quantity received is less than ordered
βUnacceptable Return Situations
- β’ Personal Preference: Returns requested due to personal preference or subjective feelings
- β’ Change of Use: No longer needed due to change in use or requirements
- β’ Size Misjudgement: Size issues caused by buyer's measurement or judgement errors
- β’ Colour Variation: Minor colour differences due to monitor display variations
- β’ After Use: Return requests after product has been used or installed
- β’ Customised Products: Special products customised to customer requirements
π Processing Conditions and Requirements
If you meet the exception handling conditions, you must satisfy the following requirements:
β° Time Requirements
- β’ Notification Deadline: Notify within 24 hours of receipt
- β’ Application Deadline: Submit formal application within 48 hours of receipt
- β’ Return Deadline: Return product within 7 business days of approval
π Evidence Requirements
- β’ Detailed Description: Provide detailed written description of the issue
- β’ Photo Evidence: Provide clear photos or videos of the problem
- β’ Complete Packaging: Maintain original packaging and product condition
- β’ Order Information: Provide relevant order and invoice information
β οΈ Important Statement
Final Decision: All return applications must be assessed by our technical team. Final decision rests with JACO. We will make fair and reasonable judgements based on objective facts and evidence.
Case-by-Case: Each application will be treated as an independent case and will not be automatically approved or rejected based on other similar cases.
Cost Allocation: If confirmed as our responsibility, relevant return and shipping costs will be borne by us. If not our responsibility, relevant costs will be borne by the applicant.
Processing Timeframes and Procedures
β° Important Timeframes
24 Hours
Immediate notification deadline
after discovering issues upon receipt
48 Hours
Maximum deadline for submitting
formal return application
7 Business Days
Deadline for returning product
after approval
π Processing Flow
Immediate Notification
Notify us within 24 hours of receipt via phone, email or online customer service about the issue discovered
Submit Application
Submit formal return application within 48 hours, including detailed description, photo evidence and relevant documents
Assessment Review
Our technical team will assess the application and respond with a decision within 2-3 business days
Execute Processing
If approved, execute the return or compensation according to the agreed plan, completed within 7 business days
Third-Party Supplier Policy
π€ Supplier-Led Policy
For third-party supplier products, return and refund policies are entirely set and executed by each supplier. Each supplier has its own unique terms and conditions:
π Supplier Policy Differences
- β’ Return Timeframe: Ranges from 7 to 30 days
- β’ Product Condition: Some require unopened, some accept light use
- β’ Shipping Costs: Policies vary by supplier
- β’ Refund Conditions: Some suppliers offer exchange but not refund
- β’ Special Terms: Customised products, consumables etc. may have special restrictions
π How to View Policies
- β’ Product Page: Each product page displays the relevant policy
- β’ Supplier Profile: Click supplier name to view detailed policy
- β’ Order Confirmation: System reminds you of relevant policies before ordering
- β’ Order Records: Order records contain the applicable policy terms
JACO Assistance Services
Although returns are handled by suppliers, we provide full assistance services
- β’ Assist in contacting suppliers
- β’ Communication and translation support
- β’ Progress tracking services
- β’ Dispute mediation assistance
Quality Issue Handling
If you encounter product quality issues, we will actively assist in resolution
- β’ Quality issue assessment
- β’ Technical problem diagnosis
- β’ Supplier accountability
- β’ Solution negotiation
Dispute Mediation
When you have a dispute with a supplier, we provide neutral mediation
- β’ Neutral mediation
- β’ Fact-checking assistance
- β’ Fair resolution proposals
- β’ Platform rule enforcement
Refund Policy
π° Refund Conditions and Timeframes
Refund processing will depend on the transaction type and specific circumstances. Below is our refund policy:
π’JACO Direct Sales Refund
- β’ Refund Conditions: Limited to exception cases that have been approved
- β’ Refund Method: Original payment method or bank transfer
- β’ Processing Time: 5-7 business days after approval
- β’ Refund Amount: Product price (relevant fees may be deducted)
- β’ Shipping Policy: Shipping fees for non-quality issues are non-refundable
π€Third-Party Supplier Refund
- β’ Refund Conditions: Executed according to each supplier's refund policy
- β’ Refund Method: Determined by supplier policy
- β’ Processing Time: Usually requires 7-14 business days
- β’ Refund Amount: Calculated according to supplier terms
- β’ Fees: May involve platform or payment processing fees
β° Refund Processing Timeline
Application Review
2-3 business days
Approval Notification
1 business day
Process Refund
3-5 business days
Arrival Time
1-3 business days
π‘ Refund Notes
Refund Methods
- β’ Credit card payment: Refunded to original credit card
- β’ Bank transfer: Refunded to original bank account
- β’ E-wallet: Refunded to original e-wallet
- β’ Cash payment: Refunded via bank transfer
Possible Deductions
- β’ Shipping costs for non-quality issues
- β’ Bank or payment platform processing fees
- β’ Product repackaging costs
- β’ Inspection or assessment fees
Contact Us
If you need to apply for a return or have any questions about our return and refund policy, please contact us through the following methods:
Returns Hotline
enquiry@jacohardware.comOnline Customer Service
24-hour instant assistance service
Customer Service Hotline
Monday to Friday: 9:00 AM to 6:00 PM
π¨ Emergency Situations
If you receive a product with safety hazards or serious quality issues, please stop using it immediately and contact us.
enquiry@jacohardware.comPolicy Updates
We reserve the right to modify this return and refund policy at any time. Any significant changes will be notified to customers in advance:
Email Notification
Major policy changes will be notified
via email 30 days in advance
Platform Announcement
Policy update announcements posted
in prominent positions on the platform
System Notification
Notifications via in-system messages
and app push notifications
Policy Effective: Modified policies will take effect after the notice period ends. Continued use of our services indicates your acceptance of the new policy.
Policy Statement
This return and refund policy is an important part of our Terms of Service. Purchasing our products indicates that you have read, understood and agree to comply with this policy.
Policy Effective Date: 3/16/2026
Version: 1.0
In case of dispute, the Traditional Chinese version shall prevail