Refund Policy

Last updated: 24 June 2026

Quick version: if something’s wrong with your order, we’ll fix it. If you just changed your mind, you have 7 days to send it back unopened. Read on for the details.

Changed your mind?

Send it back within 7 days of receiving your order. The product has to be unopened, unused, with all original seals and packaging. Email us your order number first so we know it’s coming.

For hygiene reasons, we can’t take back anything that’s been opened or used — even if the seal looks intact. Skincare and cosmetics are skin-contact products and we can’t resell them once that happens.

Something arrived broken or wrong?

Tell us within 48 hours. Send a photo of the damage (and the box it came in) to hello@joandrew.com.sg with your order number. We’ll either send a replacement or refund you in full — your call. We cover the return shipping on these.

How to send something back

1. Email us with your order number and what’s wrong.
2. Wait for our reply with the return address and a reference number.
3. Pack it securely in the original box.
4. Drop it off at your local courier.
5. We inspect it within 2 business days of arrival and email you the outcome.

Don’t send anything back without emailing first. We can’t process unannounced returns and they may get lost.

When your refund lands

Once approved, your money goes back to the original payment method within 7–14 business days. We can’t speed up your bank’s processing time, unfortunately.

For change-of-mind returns, the original shipping fee is non-refundable — you paid for the delivery out, the return delivery back is on you too.

Wanted to exchange instead?

We don’t do direct exchanges. If you want a different product, return the original for a refund (if eligible) and place a new order. It usually works out faster than a formal exchange anyway.

What we can’t take back

• Anything that’s been opened or used.
• Gift cards and vouchers.
• Anything marked “Final Sale” on the product page.
• Change-of-mind returns more than 7 days after delivery.

Questions?

Email hello@joandrew.com.sg or WhatsApp us at +60 16-323 4635 (Malk, the owner — usually replies within a few hours during MY business hours).

Your statutory rights under Malaysian consumer law aren’t affected by anything on this page. If you feel we’ve handled a return unfairly, you can escalate to the Tribunal for Homebuyer Claims or seek advice from the Ministry of Domestic Trade and Costs of Living (KPDN).