Refund policy

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, and in its original condition with all original tags and packaging intact and purchased from our my.2xu.com portal. Please retain the 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 / Exchange

• 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.

• All returns and refunds for purchases made on my.2xu.com are processed online only.
• Online purchases cannot be returned or exchanged at any 2XU authorized retail store. Refunds will only be issued to the original payment method used at checkout.

3. Condition of Returned Items

• 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 apologize 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 defects or incorrect shipments on our part, we will arrange a free return (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

• After you ship a return to us (for mail-in returns), transit time is typically 2–5 business days within Singapore. We will notify you by email when we have received your returned parcel.
• Inspection and processing of your return usually takes 1–3 business days after arrival at our facility. We will then issue the refund or exchange as per our policy.
• If you opted for an exchange, the replacement product will be shipped to you according to standard shipping timelines (usually 2–4 business days for local delivery). You will receive a shipping confirmation and tracking number.
• From initiating a return to completing the refund or exchange, please allow roughly 2-3 business weeks. During peak seasons (holiday periods or major sales events), processing times may be slightly longer, but 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 the order invoice, e-receipt, or order confirmation email. We cannot process returns for unverified items purchased from my.2xu.com.
• Original Form of Payment: Refunds will be made to the original form of payment whenever possible. If the original account is closed or the credit card has expired, please inform us – we may issue the refund via alternate means (e.g., bank transfer or cheque).
• Fraud Prevention: We reserve the right to decline a return or exchange if we detect fraud, abuse of policy, or irregular return patterns. Our returns policy is intended to accommodate reasonable, good-faith returns.
• Consistency with Law: This policy is written to comply with Singapore’s Consumer Protection (Fair Trading) Act and other relevant laws. In the event of any conflict between this policy and applicable law, the provisions of the law will prevail. Nothing in this policy limits or replaces your rights under Singapore law.
• 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

10. Contact details and additional information

11. Updates to this Policy