Returns & Exchanges

THIS SECTION ON “RETURNS AND EXCHANGE POLICY” DOES NOT AFFECT YOUR STATUTORY RIGHTS.

RETURN POLICY

It is important to us that you are completely satisfied with your purchase. We offer free return shipping on your eligible return when you return your package via returns.club21.my , using our appointed delivery provider. Our appointed delivery provider will process your return on a Duty Delivery Paid (DDP) basis, meaning that you do not have to pay any fee to return your package to us.

ELIGIBLE RETURNS

All items returned must have a Return Merchandise Authorisation (RMA) and be collected by Club21 logistic partner, to allow easy identification and prompt processing. We will return unauthorised packages to customers at customer’s cost. A RMA should be requested online, and sent back within twenty (20) calendar days from your order date. 

Items should be returned in their original packaging, (including the Club 21 Signature packaging) unused, and with all Club 21 and designer garment tags still attached. Returns, that are damaged or soiled or with missing parts, will not be accepted and will be returned at customer’s cost, which will include return shipping. Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return. If the order is returned with missing parts, the return will not be accepted. All shoes should be tried on a carpeted surface before wear, as shoes with markings of any kind will not be accepted for returns. 

Return shipping is free for all orders. Except for overseas orders using promo codes 

NON-ELIGIBLE FOR RETURN

The following items purchased do not fall within our return/exchange policy and cannot be returned due to hygiene concerns and following Covid19 SOP's:

  • All undergarments which include but are not limited to underwear, boxers, panties, bra's, vests, etc
  • Swimwear
  • Socks

REFUNDS

For non-discounted items: We will refund your original payment method for the returned item. Any shipping charges paid on the original order are non-refundable for returned merchandise. It may take up to 30 days for your bank to process your refund to your credit card. 

For discounted items: Only online store credits is eligible. 

WHAT IS ONLINE STORE CREDITS?

  • For discounted items: refunds will be in the form of online store credits (also known as e-gift card). No refund in form of cash, bank transfer, or card amount reversals.
  • Customers may use the e-gift card code(s) to deduct the order amount during the online checkout process.
  • These codes are linked to the customer's account and are not transferable. 
  • The amount created as a store credit is the amount payable to the customer for returns and/or out-of-stock items.
  • Store credits have a validity of 6 months from the date of issue
  • They can be utilized for the purchase of any item and are not limited to any specific SKU or brand.
  • Store credit can only be used for online purchases and would not be accepted/usable at the physical retail outlets. 

HOW TO RETURN

If you wish to return an item, a Return Merchandise Authorisation (“RMA”) should be requested within twenty (20) calendar days from your order date. To ensure proper identification, we only accept returns through our RMA process via  returns.club21.my

To request a RMA:

Step 1: visit returns.club21.my  

Step 2: key in your order number and email address

Step 3: select the items(s) that you wish to return or exchange for a different size or a different colour.

Step 4: Select the reason for your return/exchange. (For example: if the item is faulty, please upload images for our reference.)

Step 5: Select your preferred solution: "Refund to online store credit" or "Exchange for a different size/color". 

Step 6: Select your preferred method: "Delivery" or "Self Return/Exchange" click Submit.

Step 7: You will receive an email regarding your request, with the RMA number.

Step 8: Our customer service team will reach out to you, with more instructions (such as shipping label, or exchange details). 

 

EXCHANGES

We accept exchanges for different sizes and different colors only. Please refer to above (Step 1 to Step 8) - returns.club21.my  

FAULTY ITEMS

Should you receive an item that is faulty or damaged, please follow the return process (see Step 1 to Step 8) - returns.club21.my  

Please ensure that all garment tags remain attached as per the standard return policy. We will issue a replacement or refund upon receipt of the item.

Merchandise is considered faulty when there is a defect in the manufacturing. If this occurs within six months of purchase, we will offer to repair the item. If it cannot be repaired or the same product is not available, you are entitled to a refund if it is a defect in the product. Club 21 will refund you the full value paid for any faulty item. 

Items that are damaged as a result of normal wear and tear are not considered to be faulty.

 

 

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What are the Terms and Conditions for online promotions?

Promotion codes is non-transferable. Promotion codes cannot be exchanged for cash, voucher or in any other form.

They cannot be used in conjunction with any other online promotion code or offers, and must be redeemed by the date published, if provided.

We reserve the rights to amend any terms or conditions or make changes to terms and conditions without prior notice. In the event of a dispute, shop.club21.my's decision is final. 

What is the difference between promotions at shop.club21.my and in retail store?
Shop.club21.my and Club 21 retail stores may have similar promotions, which may not be identical. On some occasions, shop.club21.my may run exclusive online promotions that are not available in retail stores for a very limited period only. For further enquiries, please check with our customer service or your nearest retail store.

What are the terms and conditions for Free Standard Shipping?
For more information, please visit Shipping & Delivery for more information: https://shop.club21.my/pages/help-shipping-delivery