Returns Policy

We want you to be delighted with your purchase. If you are not, we’re here to help with easy returns or exchanges for purchases made via my.2xu.com.

 

1. Return Eligibility and Timeframes

 

  • Change-of-Mind Returns: We offer a 30-day return window for most products. To qualify, the item must be unused, unwashed, in its original condition, with all original tags and packaging intact, and must have been purchased from our my.2xu.com store. Please retain your proof of purchase (order confirmation or receipt) as it is required for all returns.
  • Exchanges: Within the same 30-day period, as long as the items are in eligible condition, simply return the items and place a new order with your preferred size or colour. A full refund will be credited back to your original form of payment.
  • Non-Returnable Items: For hygiene and safety reasons, specific categories are not eligible for return or exchange unless defective. These include underwear, socks, and any items marked “Final Sale” or “Non-returnable” at the time of purchase. Gift cards are non-returnable and cannot be exchanged for cash. If you have questions about whether an item is returnable, don't hesitate to contact our customer service before purchasing..

 

2. Procedure for Returns/Exchanges

 

 

  • Initiating a Return: To start a return or exchange, please visit our Returns Portal on the website or contact our Customer Care team at malaysia@2xu.com. Provide your order number and the item(s) you wish to return or exchange.

 

3. Condition of Returned Items

 

Returned merchandise must meet the following conditions to be accepted:

  • The item is unused, unwashed, and in original condition. (You may try on apparel for sizing, but please do not remove tags or soil the garment.)
  • The item is returned with all original tags, labels, and packaging accessories (e.g., shoe box, garment bag).
  • The product is not stained, torn, or damaged, and is free of odours (no perfume, smoke, etc.).
  • We reserve the right to reject returns not meeting these conditions (e.g., worn or damaged items not due to our fault). Such items may be returned to you, and no refund will be issued. Our decision on the state of returned products is final.

 

4. Refunds

 

  • Refund Method: We will refund your original payment method whenever possible for approved returns. For example, credit card purchases will be refunded to the same card.
  • Refund Amount: The refund will cover the returned item's purchase price, excluding any shipping fees paid at checkout (shipping costs are non-refundable, except where we shipped you a wrong or defective item). If you received any gifts or promotional items with the order, these must also be returned, or their value may be deducted from the refund if kept.
  • Processing Time: Once your returned item is received at our warehouse or store, we will inspect it and notify you via email of the return status. If approved, refunds will be processed within 10–14 business days. Depending on the issuing bank's processing times, the credit may take additional days to be reflected in your bank or card statement. Please allow up to approximately 2–3 weeks from the return shipment date for your refund to be completed. We will do our best to process it sooner.

 

5. Defective or Wrong Items (Quality Guarantee)

 

We stand by the quality of our products. If you receive an item that is defective, damaged, or unsatisfactory, or if we sent you the wrong item, we apologise and will make it right. In such cases:

  • Contact Us Promptly: Please notify us at malaysia@2xu.com within 7 days of receiving a defective or incorrect product. Provide your order number, details of the issue, and (if possible) photographs of the defect or error. This will help us assess the situation quickly.
  • Free Return & Remedy: For confirmed cases of defect or error on our part, we will arrange a free return pickup (courier pick-up or drop-off) at our expense. You will be offered the choice of a replacement, an exchange for a similar item (subject to availability), or a full refund of the purchase price and any standard shipping fees you paid. 
  • Extended Liability for Latent Defects: We will honour any latent manufacturing defects discovered within 6 months of purchase (for eligible items). If such a defect arises and is confirmed by our quality team, we will provide replacement or refund as appropriate.
  • Manufacturer Warranty: Certain products may include an additional manufacturer warranty or guarantee. Any such warranty is separate from this returns policy; however, we will assist you in initiating any warranty claim if required..

 

6. Warranty

 

  • Please email malaysia@2xu.com for any faulty / warranty claims. In the email provide your order number and explain why your product is faulty. The customer service team will then reply and send you a claims form that must be completely filled out. Upon completion, the claim will be assessed by our team. We have the right to inspect claimed damages to items and decide on the outcome and cause of damage.
  • Warranty or repairs for Wetsuits
  • For products purchased in-stores, you must return to the place of purchase to initiate your warranty claim. You will be asked to provide a receipt.

 

7. Return Lead Times and Notifications

 

We aim to make the return process as swift as possible:

  • After you ship a return (or our courier collects it) the transit time typically takes 2-5 business days within Malaysia. We will notify you by email as soon as we receive the returned parcel.
  • Inspection and processing of your return usually take 1–3 business days after the parcel arrives at our facility. We will then issue the refund or exchange as per our policy.
  • For exchanges, the replacement product will be shipped to you via standard delivery, and you will receive a shipping confirmation and tracking number
  • From the moment you initiate a return to the completion of your refund or exchange, please allow roughly 1–2 weeks. During peak seasons (holiday periods, major sales events) processing times may be slightly longer; we will endeavour to keep you informed.

 

8. Other Terms & Conditions

 

  • Proof of Purchase: A valid proof of purchase is required for all returns, exchanges or warranty claims. This includes your order invoice, e-receipt or order confirmation email. Returns cannot be processed without such verification.
  • Original Form of Payment: Refunds will be issued to the original form of payment whenever possible. If the original account is closed or the credit card has expired, please notify us so we can arrange an alternative. 
  • Fraud Prevention: We reserve the right to decline any return, exchange or refund if we detect fraud, abuse of the policy, or an irregular return pattern. Our returns policy is designed for legitimate, good faith returns.
  • Consistency with Malaysian Law: This policy is drafted to align with Malaysia’s consumer protection principles (including the Consumer Protection Act 1999 and Sale of Goods Act 1957). In the event of any conflict between this policy and applicable Malaysian law, the provisions of the law shall prevail. Nothing in this policy limits or replaces your statutory rights.
  • Contact for Assistance: If you have any questions about our returns and exchanges process, or if you encounter any difficulties (for example, if you lost your receipt or the return period has just passed), please reach out to our Customer Care at malaysia@2xu.com. We value our customers and will do our best to find a satisfactory solution.

 

9. Refund of Shipping Charges

 

If the return is due to our error (wrong item shipped) or a confirmed defective product, any standard shipping charges you paid for the original order will be refunded along with the item price. However, original shipping fees (if any) are not refundable for change-of-mind returns, and any costs you incur to ship the item back to us will not be reimbursed unless we provided a prepaid return label or as required by Malaysian law.

 

10. Contact details and additional information

 

If you would like more information about Malaysia 2XU's approach to privacy, of if you wish to contact us regarding the information set out in this policy, please contact us by email at malaysia@2xu.com.

 

11. Updates to this Policy

 

Our returns policy may be updated occasionally to reflect changes in business practices or legal requirements. The latest version will always be available on our website. Please review the policy before purchasing or initiating a return to ensure you have current information.

This Returns Policy is effective as of June 2025 and applies to all purchases made on or after this date.

Thank you for shopping with 2XU Malaysia. We are committed to providing high-performance sportswear and a seamless shopping experience. If you have any feedback or concerns regarding our products or this policy, we encourage you to contact us — your satisfaction is our top priority.