At NoJoke, we want every purchase to meet your expectations. This Return Policy sets out the conditions under which you may return items purchased on the NoJoke platform and the process for obtaining refunds or replacements. Please read this policy carefully before making a purchase.
This Return Policy applies to all purchases made on www.nojoke.com.my, including new books, second-hand books, and eligible third-party merchant products. Borrowing arrangements are governed separately by the Borrowing Terms.
1. Return Eligibility Overview
| Category | Return Window | Condition Required | Who Bears Return Shipping |
|---|---|---|---|
| New Books (Unopened) | 7 days from receipt | Unopened, original packaging | Seller (defective/wrong item) / Buyer (change of mind) |
| New Books (Opened — Defective) | 7 days from receipt | Defective or not as described | Seller |
| Second-Hand Books | 3 days from receipt | Condition materially misrepresented | Seller |
| Third-Party Merchant Items | Per merchant policy (min. 3 days) | As per merchant listing | Per merchant policy |
| Borrowed Books (Damage) | Upon return | Damaged beyond normal wear | Borrower liable |
2. Returnable Items — New Books
2.1 Change of Mind Returns
New books may be returned within seven (7) calendar days of confirmed receipt if:
- The book is completely unopened with original shrink wrap or packaging intact
- The book has not been read, annotated, or damaged
- All original accessories, bookmarks, or bundled items are included
Change of mind returns are accepted at NoJoke's discretion. Return shipping costs for change-of-mind returns are borne by the Buyer.
2.2 Defective or Incorrect Item
You are entitled to a full refund or replacement if your new book:
- Arrives with printing defects (missing pages, misprints, incomplete binding)
- Is a different title, edition, or format than what was ordered
- Arrives with significant physical damage caused during shipping
- Is not as described in the listing
For defective or incorrect items, the return shipping cost is borne by the Seller. NoJoke will issue a prepaid return label upon approval of your return request.
3. Returnable Items — Second-Hand Books
Second-hand books are listed with standardised condition grades (Like New, Very Good, Good, Acceptable). Returns for second-hand books are accepted within three (3) calendar days of receipt if:
- The actual condition of the book is materially worse than the condition stated in the listing
- The book has missing pages, severe water damage, or structural damage not disclosed by the Seller
- The book received is not the title or edition listed
Second-hand books are not returnable simply because of general wear consistent with the listed condition grade. Buyers are encouraged to review condition descriptions and images carefully before purchasing.
For approved second-hand book returns, the Seller bears the return shipping cost if the condition was misrepresented. Disputes about condition are reviewed by NoJoke's resolution team.
4. Non-Returnable Items
The following items are not eligible for return under any circumstances:
- Digital products, e-books, or downloadable content (once accessed or downloaded)
- Items marked 'Final Sale' or 'Non-Returnable' at the time of purchase
- Books that have been read, annotated, or damaged by the Buyer after receipt
- Items returned outside the applicable return window
- Personalised, custom-ordered, or special edition items
- Event tickets, memberships, or Points purchases
- Items without proof of purchase from NoJoke
- Borrowed books (governed by separate Borrowing Terms)
5. Return Process
To initiate a return, follow these steps:
Submit a Return Request
Log in to your NoJoke account, go to 'My Orders', select the relevant order, and click 'Request Return'. Alternatively, email returns@nojoke.com.my with your order number, the item(s) to return, the reason, and clear photos of the item.
Await Approval
NoJoke will review your return request within three (3) to five (5) business days. We may contact you for additional information. You will receive email notifications.
Ship the Item
Upon approval, ship the item using provided instructions. For approved defective/misrepresented returns, a prepaid label will be provided. For change-of-mind returns, pack securely and ship (tracked courier recommended) to our return warehouse. Items must be shipped within 7 calendar days of approval.
Inspection and Refund
Upon receipt of the returned item, we will inspect it within three (3) to five (5) business days. If approved, your refund will be processed within ten (10) to fourteen (14) business days to your original payment method.
6. Refund Methods and Timelines
| Payment Method | Refund Method | Estimated Timeline |
|---|---|---|
| Credit / Debit Card | Reversed to original card | 10–14 business days |
| FPX / Online Banking | Bank transfer to original account | 7–10 business days |
| E-wallet (GrabPay, TNG, etc.) | Returned to original e-wallet | 5–7 business days |
| NoJoke Points (partial) | Reinstated to Points balance | 3–5 business days |
| NoJoke Points (full) | Reinstated to Points balance | 3–5 business days |
Refund timelines are estimates and may vary depending on your bank. NoJoke is not responsible for delays caused by financial institutions. Original shipping fees are non-refundable unless the return is due to our error.
7. Exchanges
Direct exchanges (swapping one item for another) are not currently supported on the Platform. If you wish to receive a different item, please initiate a return for a refund and place a new order for the desired item.
8. Third-Party Merchant Returns
For items sold by Third-Party Merchants on the NoJoke platform, return eligibility and processes may differ. Each merchant's return policy is displayed on their store page and product listings. NoJoke requires all Third-Party Merchants to offer a minimum three (3) day return window for items that are defective or not as described.
If you experience difficulty resolving a return with a Third-Party Merchant, contact NoJoke Support at returns@nojoke.com.my and we will assist with mediation.
9. Damaged or Lost Items in Transit
If your order arrives visibly damaged, please:
- Photograph the damaged packaging and item before opening further
- Do not discard original packaging
- Report the damage to returns@nojoke.com.my within forty-eight (48) hours of receipt
NoJoke will file a claim with the logistics provider and arrange for a replacement or refund. Failure to report transit damage within 48 hours may affect your claim eligibility.
10. Borrowing Returns
Borrowed books must be returned to the Lender within the agreed borrowing period in the same or better condition. If a borrowed book is:
- Returned damaged beyond normal wear — the Borrower is liable for repair or replacement costs
- Lost or not returned — the Borrower is liable for the book's replacement value as determined by the Lender and NoJoke
- Returned late — late fees may apply as stated in the borrowing agreement
Disputes regarding borrowing returns are handled by NoJoke's resolution team and the decision of NoJoke is final.
11. Fraudulent or Abusive Returns
NoJoke takes the integrity of our returns process seriously. We reserve the right to:
- Decline return requests that do not meet the criteria in this policy
- Suspend or terminate accounts that abuse the returns process
- Recover losses from fraudulent returns through legal means
This includes but is not limited to: returning items that are not the original purchase, fabricating damage claims, or exploiting the returns process to obtain free goods.
12. Contact for Returns
For returns questions or processing assistance, please operate within our business hours: Monday to Friday, 9:00 AM to 6:00 PM (Malaysia Time), excluding Malaysian public holidays.
- Returns Email: returns@nojoke.com.my
- Support Email: support@nojoke.com.my
- Platform: www.NoJoke.com.my