Returns & Refunds
IF YOU WOULD LIKE TO RETURN DUE TO CHANGE OF MIND*:
- Contact us at email@example.com with your order number within 7 days of receiving/collecting your purchase.
- You will receive an acknowledgement email from us within 2-3 working days. After which, you may proceed to return the item to us for credits. Do note that the initial delivery cost will be deducted from the total refund value.
IF THE ITEM YOU RECEIVED IS DEFECTIVE:
- Contact us at firstname.lastname@example.org with your order number and a snapshot of the defect within 7 days of receiving/collecting your purchase.
- You will receive an acknowledgement email from us within 2-3 working days. After which, you may proceed to return the item to us for a cash refund.
*Do note that we do not accept returns for items bought under 'Buy 1 Get 1 Free' sale campaigns.
HOW TO RETURN
Kindly send an email request to our customer service team at email@example.com and await for an acknowledgement email before proceeding with the return.
For your item to be eligible for a return, please ensure that it fulfils the following conditions:
- Unwashed and unworn
- In good condition *Unless returning due to a defect
- Item must be returned within 7 working days of receiving/collecting your order
- Order number
- Reason for return
We highly recommend using a carrier which provides a tracking number so you can track your returned parcel. We will not responsible for any parcels lost or damaged in transit if sent via a non-trackable carrier. Please advise us on the tracking number once the returned parcel has been mailed. If you are returning the item due to a defect, the mailing fees will be reimbursed. Kindly include a snapshot of the receipt in your email as well.
You may also drop it off at REFASH MAIN STORE at the following address:
Address: Unit G085, Sungei Wang Plaza, Jln Sultan Ismail, Bukit Bintang, 55100 Kuala Lumpur, Malaysia
Operating Hours: Monday - Friday 11am - 7pm, excluding Public Holidays
ABOUT CREDITS & CASH REFUNDS
All refunds will be processed in terms of REFASH credits (RM1 = 10 Points). For example, if you are entitled to a refund of RM19, you will be given 190 Points, where you will be able to redeem the points for rewards that you may utilise at our online store or offline stores*. For more information on our rewards programme, please visit: https://refash.my/pages/rewards-membership
*For more information on the eligible offline stores for points earnings/redemption, please click here.
If your return is eligible for a cash refund, please allow us 1-2 working days to process the refund. Do take note that:
- Refunds may take approximately 10 working days to be reflected on your bank statement if you made payment via debit/credit cards
Please note that we only accept returns for items bought online. Items bought at any of our offline stores are strictly non-refundable and non-exchangeable.