MANJAM / RETURNS & EXCHANGES

Returns, Exchanges & Refunds

Effective 25 August 2026 · Version 1.6

This Policy applies to orders sold by THT GLOBAL LIMITED through the MANJAM mobile application, MANJAM website, or a MANJAM-approved payment channel.

MANJAM sources each item against the attributes confirmed by the customer, then may consolidate and forward it internationally on a DDP basis. Because the item is procured for a specific order, the sale is generally final once sourcing begins, except for the eligible issues below and rights that applicable law does not allow us to exclude.

See the Confirmed Total Commitment for delivery-total and pre-dispatch change rules. If MANJAM cannot source the confirmed item within the maximum sourcing period shown at checkout, the item becomes unavailable before dispatch, or MANJAM cannot dispatch at the Confirmed Total, the customer may still choose the applicable cancellation or refund under the order terms. That pre-delivery non-performance is not a personal-reason return.

1. Eligible issues

• the item was damaged in transit;
• the wrong item was delivered, or its confirmed colour, size, model, quantity or other material attribute is incorrect;
• a material quality or authenticity issue is verified; or
• another remedy is required by applicable law.

2. Personal reasons outside the voluntary policy

Except where applicable law grants a non-waivable withdrawal, cancellation or other mandatory remedy, MANJAM's voluntary policy does not accept a return, exchange or refund solely because the customer changed their mind, no longer likes the item, changed a personal preference, selected the wrong size, or the correctly supplied size does not fit. If mandatory distance-sale withdrawal or cancellation rights apply where the customer resides, MANJAM will honour them even when the reason is personal. Minor variation caused by a screen, lighting or the nature of a material is not a wrong-colour delivery when the confirmed colour or reference matches. Ordinary wear, misuse, accidental damage and failure to follow care instructions are not transit damage or a fulfilment error.

3. Evidence at delivery

If the shipping carton is crushed, torn, wet, punctured or appears resealed, photograph it before opening and record one continuous unboxing video. Keep the outer carton, shipping label, inner packing, tags and accessories. Include full-item photographs, clear close-ups and video showing the issue. This evidence helps us verify the item and pursue the carrier; a missing evidence type does not by itself remove a non-waivable statutory right.

4. Reporting window and request route

Where practicable, report transit damage within 48 hours of delivery and a wrong item or attribute within 3 calendar days. These windows help preserve evidence and carrier claims but do not shorten a mandatory statutory period. Send the Order ID, delivery date, explanation, photographs and video to support@manjam.app or WhatsApp +84 858 700 997. The return address depends on the customer’s location and the appropriate handling centre; Customer Care will provide the correct address after reviewing the claim. Do not send an item back until MANJAM provides written authorization and that designated address.

5. Review and remedy

MANJAM will compare the order confirmation, sourcing and inspection record, and delivery evidence. For a verified claim, the appropriate remedy may be the correct replacement, repair, a reasonable price adjustment, an authorized return or refund. Replacement depends on availability. For verified transit damage, a wrong item sent by MANJAM, an incorrect confirmed attribute, a verified material quality or authenticity issue, or where applicable law requires a no-cost remedy, MANJAM pays the full reasonable and necessary standard return-shipping cost. Customer Care will arrange or instruct the method in writing; this process does not limit reimbursement of a necessary cost where the law requires it. A customer must not select express, insurance, customs or another add-on and claim reimbursement unless Customer Care approved it in writing beforehand.

6. Condition of an authorized return

The returned item must be the same item delivered, with its original packaging, accessories, tags, serial identifiers and security features. Except as reasonably needed to document the issue, it must not be worn, washed, altered or repaired by a third party. MANJAM may compare photographs, weight, measurements, serial details and other identifiers during verification.

7. Refund processing

For a settled transaction, an approved refund is returned to the original funding source. MANJAM will submit it to the payment provider within 10 business days after approval; the customer’s bank may need additional posting time. An eligible MANJAM Balance amount that is Reserved but not Settled is released to Available Balance under the MANJAM Balance Terms.

8. Payment disputes and no double recovery

We encourage customers to contact MANJAM before opening a bank or payment dispute so we have an opportunity to investigate and resolve the order issue. This does not restrict a lawful right to contact a card issuer or payment provider. Opening a dispute does not itself expand return eligibility under this Policy. MANJAM may provide the provider with the order confirmation, policy-acceptance record, sourcing and inspection record, communications, tracking and delivery evidence. A customer is not entitled to both a MANJAM refund or Balance release and dispute proceeds for the same loss; a duplicate recovery may be corrected under provider rules and applicable law.

9. Advice before ordering

For help with measurements, fit, colour or product attributes, contact an adviser before confirming the order through WhatsApp +84 858 700 997. Advice assists selection, but the attributes recorded in the final order confirmation remain the customer’s confirmed choice.

10. Mandatory rights and after-sales

Section 2 describes MANJAM’s voluntary policy for personal-reason returns. If the law applicable at the delivery destination grants a mandatory cooling-off, withdrawal, non-conformity or statutory guarantee right, that right still applies. Nothing in this Policy limits a consumer right that cannot be excluded or waived. For a problem that appears after the item has been used, see our After-sales Service.

11. Merchant

THT GLOBAL LIMITED

Company No.: 78843181

Business Registration Certificate No.: 78843181-000-09-25-0

Registered Office: Unit B53, 2/F, Kwai Shing Industrial Building Phase 1, 36–40 Tai Lin Pai Road, Kwai Chung, New Territories, Hong Kong

Customer Support: support@manjam.app

Telephone: +852 6279 9717