Refund and Returns Policy

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

A. Terms and Conditions of Exchange and Refund Purchased Goods

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 48 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).
No exchange or refund is allowed for the following goods:
- a) Clearance products;
- b) Bulk items (in cartons), in large quantity;
- c) Goods that have expired while in the customer’s possession after purchase; and
- d) Damaged gift card due to your own negligence.
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

To initiate an exchange or refund, kindly bring the goods along with the original receipt to the same Jaya Grocer outlet where the purchase was made.
Our store associate will first carefully inspect the goods; verify the purchase date and the condition of the goods.
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.

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 [email protected] or by calling our toll-free number at 1300-88-5427.

Exchange & Refund policy for online purchase via Jaya Grocer Webstore

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 48 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).
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.
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

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.
To initiate a request to return of goods, whether for an exchange or a refund, please email us at [email protected] or call our toll-free number at 1300-88-5427 for our assessment. One of our associates will revert to you within 1-3 days on the outcome of your request.
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.
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 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.

Exchange and Refund Policy for Online Purchase via GrabMart

A. GrabMart Consumer Refund Policy

All purchased on Jaya Grocer Online via GrabApp will be strictly first subjected to GrabMart’s Consumer Refund policy.
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.

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

If you’re not satisfied with Grab Customer Service’s response, you can then reach out to us at [email protected] or by calling our toll-free number at 1300-88-5427 WITHIN 7 DAYS from the date of the receipt of your goods to initiate a request to return of goods for an exchange ONLY (no extension of time nor refunds is allowed), subject to the following terms and conditions:
- a) Non-perishable goods ONLY;
- b) Original proof of purchase receipt is provided;
- c) Proof of Grab Customer Service’s response 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).
No exchange nor refund will be allowed for the following goods:
- a) Perishables goods (including without limitation, fresh produce, milk, cheese, bread, chilled and frozen goods etc);
- b) Clearance products;
- c) Bulk items;
- d) Goods that have expired while in the customer’s possession after purchase.
Our associates will revert to you within 1-3 days on the outcome of your request.
If the goods purchased via GrabApp is allowed for an exchange by our store 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.
Our store associate will first carefully inspect the goods, verify the purchase date and the condition of the goods. If the goods are confirmed eligible for an exchange by meeting the terms and conditions specified at Paragraphs 1 and 2 above, our store associate will facilitate the replacement of the goods or provide an alternative similar goods of equal value.